Yesterday, our new national phone system passed a crucial test. With a public holiday in Melbourne, we diverted call traffic from our national Help Desk to our Sydney and Brisbane offices. The 100 or so calls were handled professionally and on time. What is even better is that our new national CRM database tracked call details and updated user records.
This flexibility for managing support traffic helps us manage calls where we can find the best team members rather than having to concentrate on hiring for the Help Desk in one city. The expansion of our infrastructure also better equips our on the road team as they have access to our national CRM system wherever they are.
We were rated the best software company by newsagents for support services. Rather than resting our laurels, we have invested considerably this year to ensure that in 2008 our users rates us even higher.
By spending less time on the administration side of managing calls, we are able to make better use of resources on calls themselves.