How We Connected Four Estate Agency Branches with One Unified Phone System

About the Business

Our client is a residential estate agency operating across four branches in North and East London. With around 45 staff split between sales, lettings, and property management teams, the business relies heavily on phone communication. Missed calls mean missed deals, and the speed at which agents respond to enquiries directly impacts revenue. The firm had grown from a single office to four locations over five years, and the phone infrastructure had been bolted together ad hoc along the way.

The Challenge

Each branch was running its own standalone ISDN phone system, set up by different providers at different times. There was no central directory, no call routing between offices, and no way for management to see call volumes or response times across the business. If a client called the wrong branch, the receptionist had to take a message and hope someone called back. The costs were substantial. Four separate ISDN lines, four maintenance contracts, and a tangle of legacy hardware that no one fully understood. The managing director estimated they were spending over £2,000 a month on telephony alone, with nothing to show for it in terms of reporting or flexibility. The final trigger was the upcoming ISDN switch-off. The firm knew they had to move to a modern system, but previous conversations with telecom providers had left them overwhelmed by jargon and unsure who to trust. They needed a partner who could handle the entire project from start to finish, with minimal disruption to a business that cannot afford to miss a single call.

Our Solution

The Outcome

The rollout was completed in just 12 working days, with each branch migrated in sequence to minimise risk. Not a single call was missed during the transition, and every existing phone number was ported across without interruption. The immediate financial impact was significant. Monthly telephony costs dropped from over £2,000 to around £1,100, a saving of 45%. But the real value has been operational. The managing director can now see call performance across the entire business in real time. They know which branches are answering quickly, which are missing calls, and where training is needed. Agents love the mobile app. They can take calls while out on viewings, transfer enquiries to colleagues at other branches, and access voicemails from anywhere. Clients get a more professional, responsive experience regardless of which number they dial. The firm has gone from four disconnected phone systems with no oversight to a single, intelligent communications platform that works the way a modern multi-site business needs it to. And they are paying significantly less for the privilege.

Services Provided