Ray Cooke Auctioneers bet the house on Intellicom

Ray Cooke_Neil Wisdom, managing director of Intellicom and Eoin Power, operations manager at Ray Cooke Auctioneers

Ray Cooke Auctioneers bet the house on Intellicom

Intellicom provide a suite of voice and data services to give customers across Dublin the best customer experience when buying a home

Business Challenge

As a very successful business in a growth phase, the ability to add extra phone extensions and services quickly, inexpensively and with minimum disruption was imperative for Ray Cooke Auctioneers.

Standard phone lines are typically one line – one call and the team at Ray Cooke were conscious that at times customers were receiving a busy tone when they were calling. That’s not something the business was prepared to tolerate into the future.

Previously, getting additional phone lines always turned into a big task with additional administration and cost.They wanted a simple solution to meet their communications challenges.

“We’re in a significant expansion phase and our existing telecoms solution was no longer fit for purpose. Being accessible and responsive is imperative to the success of the business and a hallmark of our reputation.”

Eoin Power, operations manager, Ray Cooke Auctioneers

Solution

Simple, high performance telephony services

Going to market for a telecoms partner, the team at Ray Cooke Auctioneers were aware from an early stage that a VoIP solution would likely be the best option.

Telephone calls continue to make up a high proportion of communications in the real estate industry and with this front of mind, Ray Cooke Auctioneers wanted to ensure there was clarity on fixed cost of calls per month.  Ease of adding new extensions was also very important.

“We didn’t want to be in a situation where we had to wait for an engineer to come on site to perform what we see as basic functions in a modern telephone system.”

Eoin Power, operations manager, Ray Cooke Auctioneers

Intellicom came on board to install Intune, its feature-rich hosted VoIP telephony system across the company’s five locations.

As well as fulfilling the demands for call cost clarity and flexibility, the system is ‘evergreen’.System upgrades are automatically deployed and enjoyed by Ray Cooke Auctioneers, all for a predictable monthly fee per user.

Voice and internet traffic is supported by Intellicom | inflow, a managed broadband service also deployed for Ray Cooke.

It provides high-speed connectivity to carry the company’s voice, internet and application traffic from each office location.

Intellicom recommended and deployed phone extensions using VoIP handsets with varying functionality, depending on the users’ requirements.

The team also configured easily configurable rules for handling out of hours calls, on-hold calls and internal call queuing.

With the VoIP solution, the team can also transfer calls to team member mobiles and to the team in other offices around the city.

This functionality was not possible with the old solution and has led to a welcome increase in inter-office communication and a decline in the use of team members’ mobiles, resulting in a reduction in telecoms call costs.

“By working with Intellicom, we have been exposed to the huge range of functionality that exists in the best VoIP solutions globally. We selected those that suit our business best.”

Eoin Power, operations manager, Ray Cooke Auctioneers

Benefits

High-quality voice and data connectivity from one supplier

For Ray Cooke Auctioneers, the flexibility of the Intellicom Intune hosted VoIP solution has given them a communications platform they can build on, whether that is in additional functionality or extensions in their existing offices, as the business demands.

The team also enjoys a significant amount of in-house control over the system with the ability to add new extensions, as the business grows. This negates the need to call out engineers to make minor adds, moves and changes.

The addition of Intellicom | inflow managed broadband supports their VoIP telephony system and carries high-speed internet and application traffic for inbound and outbound communications.

“Customer calls are where it’s at for Ray Cooke Auctioneers, making their phone system the absolute life-blood of the business. The phone solution had to align itself to the team attitude; the customer is the business.”

Neil Wisdom, managing director, Intellicom

Benefits at a Glance

  • A single supplier for voice and data services
  • A resilient and robust telephony system with high availability and no administration overhead for the Ray Cooke team
  • Complete scalability and future-proofing with a simple licensing model and predictable monthly costs
  • More responsive communications to customers delivering better customer experience
  • Powerful call reporting right down to individual handset level with transparent call durations, call charges and destination information through the user-friendly Inform portal
  • Abililty for staff members to use traditional desktop phones or mobile apps on their smartphone
  • ‘Evergreen’ hosted voice as the solution is cloud-based with no client-side upgrade or patching required

“We have great technical support and an experienced engineer on call any time we need them. But they have made us largely self-sufficient, matching our ongoing needs from the system.”

Eoin Power, operations manager, Ray Cooke Auctioneers

Future

Intune is an open, standards-based platform which gives Ray Cooke Auctioneers lots of scope to grow and expand into the future. Contact centre functionality could be deployed to centralise communications, if required, and social media and CRM integration could deliver even more seamless customer interactions with potential clients.

“While our telephony service is hosted by Intellicom, we are in charge of our own system and that gives us not only cost savings but also confidence to see the telecoms solution as a constantly evolving and adaptive element of our business. That’s a powerful thing.”

Eoin Power, operations manager, Ray Cooke Auctioneers

About Us

Set up in 2005, Ray Cooke Auctioneers has services that include residential sales, letting and property management and a commercial division, with a team of 20 across five locations, including Clondalkin, Finglas, Rathcoole, Tallaght and Terenure.

Sister company Ray Cooke Financial Services also provides advice on all aspects of personal finances to include Mortgages, Life Assurance, Pensions along with offering excellent value for home and motor insurance.

The company prides itself in securing a deal on client property, at the highest price possible, in the quickest time possible, making the transaction as stress-free as possible for its clients.