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Why Field Services Businesses Need a Cloud-Based Phone System (VoIP)

Angelica Navarro
April 28th, 2020
4 Min Read

As the ongoing COVID-19 pandemic continues to disrupt business as usual, your contracting company is probably facing numerous challenges while navigating through the crisis. You might be looking for ways to be more efficient, save costs, and help your teams work remotely without sacrificing the level of service you provide your customers.

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One of the best and easiest ways to do this is to switch to a cloud-based phone system.

What is a Cloud-Based Phone System?

Unlike a traditional phone system, it uses an internet connection to send and receive phone calls, rather than copper wires. You may have heard the term Voice over Internet Protocol (VoIP) to describe the technology.

With a virtual phone system, customers are still able to connect with you just as easily (if not more easily) than with traditional phones. Plus, they support features that go above and beyond to help you improve the customer call experience. Here are a few excellent reasons why your field services business needs a cloud-based phone system. 

It enables employees to work from the safety of home.

Most safer-at-home guidelines classify contractors as essential businesses, which allows them to remain open and serve their customers. However, if employees like CSRs and dispatchers have to physically go to an office to take calls, it poses a risk to their safety. 

A cloud-based phone system lets you route calls to employees working remotely. No landline? No problem! Calls can be forwarded to a mobile phone or even a desktop computer. Not being tied to a traditional office phone system empowers your staff to work from home without affecting their productivity.

» Learn more about ServiceTitan Phones Pro, a cloud phone system integrated right into ServiceTitan

It’s easy to implement.

A traditional phone system often involves a complex setup process because it’s physically located in your office. A phone technician usually comes out and installs it for you, which can take several hours or more.

However, a cloud-based system is virtual, which eliminates the need for lengthy installation. Cloud VoIP boasts these significant implementation advantages over more dated traditional systems:

  • No technician needed 

  • No bulky phone hardware 

  • No telephone wiring/rewiring 

  • No physical hardware maintenance

  • No interruption to business operations 

The ease of installing a new cloud-based system versus a traditional one allows you to quickly get back to running your business.

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It’s more cost-effective than traditional phone systems.

A simpler setup is just one reason cloud-based phone systems aren’t as pricey as traditional ones. You already save money by not needing extra phone equipment and paying someone to install it for you. For example, according to Dialpad, the average business spends about 30% of its total IT budget on maintenance for obsolete PBX systems such as device updates and new line installation, among other items.

Additionally, as mentioned earlier, the ability to work remotely generates indirect cost savings as well. According to Global Workplace Analytics, a typical business can save $11,000 per person per year just by having them work from home half time.

Ideally, your phone system should be scalable, so it readily meets your needs as your business grows. Cloud-based phones give you that flexibility, which helps you save on lifetime costs. You won’t need to pay for added hardware when you hire more staff or pay to move your system to a larger office building. 

It provides a better customer experience. 

A great customer experience begins with simply being available for your customers when they need you most. Cloud-based phone systems help you do that even when your staff is remote. There are also many features only available on cloud-based phone systems that minimize customer frustration and enhance the call experience, such as:

  • Personalized call greetings

  • Flexible call routing

  • In-queue call back option

  • Real time transcription

  • Call recordings

Because so many cloud-based phone systems integrate with business management software, calls can be linked to customer information quickly, saving your CSRs valuable time. Some even offer call analytics, which provide insights that help you identify coaching opportunities. This further improves your customer call experience and ultimately helps you book more jobs.

Interested in learning more about ServiceTitan’s cloud-based phone system, ServiceTitan Phones Pro? Request a demo today and see for yourself how Phones Pro can help your business improve efficiency while taking calls and booking jobs. 

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