Alexis ArandaIf you’re a business owner who provides licensed plumbing services, your telephone system is your lifeline to customers who often are calling because they have an immediate need. Presenting as an uber-professional operation and ultimately winning the assignment starts with a strategy around telephone protocols.

Las Vegas-based Pure Plumbing—a 2014 winner of the Angie’s List Super Service Award—learned the hard way the limitations of its analog phone system. Anxious about the increase in missed and dropped calls, Chief Financial Officer Alexis Aranda sought help from David Hansen. After completing a business needs analysis, Hansen installed a VoIP plan with several key features designed to bring Pure’s phone system into alignment with the top-notch plumbing services the company is known for.

First was an instant-response feature so a prospect knows they’ve called the right number right away and a message that calls are being recorded for quality assurance. The system handles multiple incoming calls; calls can be forwarded to employees’ mobile devices; there is an after-hours answering service; and, no busy signals or dropped calls. Alexis is particularly happy with the call recording feature that captures address information. The new system is a little less expensive, and the features and image-enhancement benefits make it a tremendous value. Breathing a sigh of relief, Alexis says she never realized how badly they needed an upgrade.