Equilibrium Financial Planning

Moving office and enabling home working

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Moving office at any time can be a challenge but Equilibrium needed to do it during a pandemic, whilst also organising home working for the team.

The Challenge

Like all of us, Equilibrium was faced with a challenge in March 2020. As the first lockdown hit, due to the COVID-19 pandemic, the company was in the process of moving out of one office and into a new location.

As financial planners communication is key, particularly during challenging times. Equilibrium help their clients to plan for the future and, when that future took a drastic turn, they needed to be there to answer questions, provide reassurance and consult on the change in direction some clients may choose to take.

With around 90 employees now needing to work from home and both the old and new offices needing a functioning system, Equilibrium needed help to make sure that communication with clients wasn’t impacted and business could continue at levels as close to normal as possible.

The Solution

Amanda Jackson, Technology Manager, Equilibrium

“We were still in the old office when everyone was sent home for the initial lockdown. All client communication needed to move to online. Concert got us onto the new VOIP system so quickly. We were up and running with full comms with such speed that there were no interruptions to our clients or service at all.”

“When the lockdown was relaxed we anticipated people would be going back into the office so Concert installed the phone system. The project was seamless. Concert did a fantastic job. They installed the new system and handsets all over the weekend, so, again, there were no interruptions at all with the phone system.”

The Impact

“We now have some people at home and some in the new office. We’ve got the flexibility to switch between home and office at the drop of a hat and we know we’re not going to lose any comms. There are no interruptions at all and it all works seamlessly. In the current environment this means we’re perfectly set-up for lockdown-type scenarios, or people needing to isolate. In the future we will have the opportunity to offer flexibility to our team and our clients can be confident that our fantastic service will continue regardless of where the staff are located. Concert were so willing to ensure everything worked perfectly for us.”

“Not only that but the support is very good indeed. The team are brilliant and on the ball. We email or raise a ticket; as soon as they get it they’re on it. Concert have real customer service skills; they phone up and check the issue has been resolved, speaking directly to people here. Overall it has been a great project by Concert.”

Have a question?

Frequently Asked Questions

What are the benefits of a hosted phone system for a company?

You'll have peace of mind that you’ll always have access to the latest technology through free and automatic updates. This removes the usual expensive upgrade costs associated with traditional on-premise systems. We also include disaster recovery provisions built into the cloud, so your system will keep running even if a fire or flood strikes.

What level of in-house technical skills are required?

Concert can fully manage the setup and installation for you, and we’ll provide training for your users to ensure they can use the system properly. Because it’s based in the cloud, any changes can be made easily using online portals, or alternatively, our support team can take on implementing changes for you remotely.

Is the system expensive to install?

No. Choosing a cloud-based system removes the large upfront cost of traditional on-premise hardware, and the associated engineering costs needed to manage it. Cloud-based communication technology is the obvious choice for businesses who want to take advantage of the flexibility of a cloud software model.

Can I rely on the call or video quality?

As your calls will be routed through your internet connection, sufficient connection quality is important. We’ll ensure that you have a suitable connection for our product. We are also able to provide Leased line and Broadband products, meaning you can be assured of great voice quality at all times.

What happens if my requirements change?

A cloud-based system gives you flexibility. You pay on a per-user basis and you can scale up and down easily as your business grows or restructures, meaning that you only ever pay for exactly what you need, and can make changes to react quickly to business changes.

Can I keep my existing telephone numbers?

In the majority of cases, Concert can arrange for you to keep your existing UK landline phone numbers by porting the numbers over to our platform. The process can take a few weeks, but we’ll manage the whole process for you as part of your onboarding process.

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