Over the past 12 months, Digi Toolbox has supported a rapidly growing company within the life insurance sector, helping provide the technology and communications infrastructure needed as the business expanded from just 2 members of staff to more than 50.

During this period of significant growth, we have provided and supported the company’s business telephony, IT, email, broadband, Wi-Fi network and hardware requirements, adapting each service as the team has expanded.

More recently, we have also assisted with the company’s move to a larger office, providing the infrastructure required for its current workforce while allowing capacity for further growth.

For a business operating within the life insurance sector, where employees rely heavily on telephone and IT systems throughout the working day, reliability and the ability to respond quickly to staffing changes are essential.

Our role has been to make sure the technology behind the business can keep pace with its growth.

The Challenge – Supporting a Rapidly Expanding Team

When Digi Toolbox first started working with the company, the business had just two members of staff.

Within 12 months, that team had grown to more than 50 employees.

Such rapid expansion creates significant demands on a company’s technology. Every new employee needs the appropriate systems and tools to do their job. Depending on their role, this can include a computer or laptop, email account, access to company systems and a telephone extension.

The life insurance sector can also experience relatively high levels of staff turnover, making efficient onboarding and offboarding particularly important.

When somebody joins the business, they need to be operational as quickly as possible. When somebody leaves, access to company systems needs to be restricted promptly.

Our IT support service has therefore been designed to provide the flexibility this fast-moving environment requires.

Rapid IT Onboarding and Offboarding

Where possible, we encourage the client to provide as much notice as they can when a new employee is due to start.

This allows our team to prepare everything in advance, particularly where new hardware needs to be supplied and configured.

However, we appreciate that recruitment doesn’t always work that way.

New starters can sometimes be confirmed at short notice, particularly within a rapidly expanding sales environment.

When required, Digi Toolbox can accommodate new user requests with as little as 24 hours’ notice.

This can include:

• Creating email accounts
• Setting up new users
• Configuring appropriate access
• Adding telephony users
• Preparing computers and other hardware
• Connecting users to the company’s network
• Providing ongoing IT support

Where hardware is required, a longer notice period is preferable so equipment can be supplied, configured and tested before the employee’s first day.

The same responsiveness applies when an employee leaves the company.

User access can be restricted quickly, helping the business maintain control over its systems, accounts and company information.

For an organisation with more than 50 employees and regular changes to its workforce, having a technology partner capable of responding quickly has become an important part of its day-to-day operation.

Telephony Built Around a Life Insurance Business

Telephone communication is central to the client’s operation.

The business works with a number of lead providers, with new enquiries being passed to its team to contact and manage.

Digi Toolbox provides the telephony solution that allows employees to receive incoming calls and leads while also making outbound calls efficiently.

As the team has expanded, the telephone system has been able to expand alongside it, allowing additional users and numbers to be added as required.

The solution also provides call recording, giving the business access to recordings of customer conversations where required for compliance, quality assurance, training and internal review purposes.

Another important requirement is the ability to control which telephone number is presented when an employee makes an outbound call.

The telephony solution can allow the business to present approved local geographic numbers as well as mobile numbers, giving the company greater flexibility over how its outbound calls appear to customers.

Rather than the telephone system becoming a limitation as the sales team grows, it has been able to develop alongside the business.

Monitoring and Reporting to Understand Team Performance

As the business and its sales team have grown, having a reliable telephone system is only part of the requirement.

With more than 50 employees now using the company’s communications infrastructure, management also needs greater visibility of how those systems are being used and how teams are performing throughout the working day.

Working alongside our telephony solution, Digi Toolbox can provide advanced call monitoring and reporting through Akixi, allowing management to access real-time and historical information relating to telephone activity.

This provides greater visibility across individual users, teams and departments, helping the business understand call activity, identify trends and make informed decisions using actual data.

Depending on the reporting requirements, management can gain insight into areas such as:

• Inbound and outbound call activity
• Calls made and answered
• Calls received
• Missed and unanswered calls
• Average talk times
• Individual and team activity
• Call volumes at different times of the day
• Activity across departments or call groups
• Historical trends and comparisons

Rather than relying solely on individual feedback or manually gathering information, reporting gives management a clearer picture of what is happening across the telephone operation.

This information can then be used to identify patterns, understand workloads and highlight areas where additional training, support or resources may be required.

Most importantly, the reporting provides management with the information needed to identify opportunities to improve productivity, rather than simply measuring the number of calls being made.

Real-Time Visibility

Key information can also be presented through real-time dashboards and wallboards.

For a busy sales environment, this can provide an immediate view of agreed KPIs such as the number of outbound calls made and answered, inbound calls taken and average talk times.

Displaying this information on office screens gives both management and employees greater visibility of activity throughout the day.

As the team continues to expand, the reporting solution can develop alongside the telephone system, providing the business with a much clearer understanding of how its growing workforce is using its communications platform.

Supporting the Company’s Complete IT Infrastructure

Our relationship with the client goes considerably further than providing its telephone system.

Digi Toolbox supports the technology infrastructure its employees rely on every day, including:

IT Support – providing ongoing technical support for employees and resolving issues that could otherwise affect productivity.

Email Management – creating, managing and restricting accounts as employees join, leave or change roles.

Business Broadband – providing the connectivity required for a busy office with more than 50 employees.

Wi-Fi and Networking – supporting the network infrastructure employees use to access company systems and online services.

Business Hardware – supplying computers and other equipment as the workforce continues to expand.

User Management – helping ensure employees have access to the systems they require while removing or restricting access when circumstances change.

Call Monitoring and Reporting – providing greater visibility of telephone activity through real-time and historical reporting, helping management understand how teams are performing and identify opportunities to improve productivity.

Having these services managed by Digi Toolbox gives the company one point of contact for its core technology requirements.

As the business grows, this becomes increasingly valuable. Rather than coordinating separate IT, telecoms, connectivity and hardware suppliers, the company can contact our team and allow us to manage the requirement.

Supporting the Move to a Larger Office

Growing from two employees to more than 50 in 12 months inevitably meant the company’s requirements for office space also changed.

As part of its next stage of growth, the business moved to a larger office capable of accommodating its existing team while providing additional capacity for future recruitment.

Digi Toolbox assisted with the technology requirements surrounding the move.

Moving a business of this size involves considerably more than relocating computers.

Broadband, Wi-Fi, networking, telephony and employee workstations all need to operate effectively from the new location.

Because we already understood the company’s systems and how its employees work, we were able to help ensure the technology infrastructure at the new premises was capable of supporting the business from day one while also considering its future requirements.

The Result – From 2 Employees to More Than 50

The transformation of the business over the past 12 months has been significant.

When Digi Toolbox began supporting the company, it had two employees.

Today, it has more than 50 members of staff, operates from larger premises and has the infrastructure in place to continue expanding.

Throughout that growth, its technology requirements have continually evolved.

More employees have meant more computers, email accounts, telephone users and greater demands on connectivity and the office network.

The growth of the team has also created a greater requirement for management information. By combining the telephone platform with monitoring and reporting, the business can gain greater visibility of call activity and better understand how its teams are performing.

Rather than technology becoming an obstacle to growth, our role has been to ensure that the company’s infrastructure can scale alongside the business.

New employees can be onboarded quickly. Departing employees can have access restricted. Additional hardware can be supplied. Telephone users can be added. Connectivity and networking can be expanded as requirements change.

Most importantly, the client has a technology partner that understands both its systems and the pace at which the business operates.

Technology That Keeps Pace With Your Business

Rapid growth creates opportunities, but it also places greater demands on the systems behind a business.

At Digi Toolbox, we provide businesses with a joined-up approach to IT support, business telephony, call monitoring and reporting, broadband, Wi-Fi, email management and business hardware.

For this client, that has meant supporting the journey from a team of just 2 people to more than 50 employees in only 12 months, followed by a move into larger premises designed to support the next stage of its growth.

It now also means helping provide greater visibility of how its growing team is using its telephone system, giving management useful information to understand activity, identify trends and support future decision-making.

Our aim is simple: provide technology that works for your business today while giving you the flexibility, information and support you need to grow tomorrow.

If your business is expanding and you need an IT and communications partner capable of growing with you, speak to Digi Toolbox.