A Guide To Choosing The Right Multi-Location Phone System

When your business spans multiple locations, communication can quickly become a challenge. Missed calls, mixed-up messages, and outdated systems can slow you down and frustrate customers. Whether you’re managing a healthcare practice, a home service company, or any multi-location business, having the right tools in place is essential to stay connected and deliver excellent service.

That’s where multi-location phone systems step in. The right system not only streamlines communication across all your locations but also ensures your team works efficiently and your customers are always heard. In this guide, we’ll walk you through everything you need to know to choose the best multi-location phone system for your business needs.

Challenges in Multi-Location Business Communication

Running a business with multiple locations comes with unique communication hurdles that can impact both your team and your customers. Here are some common challenges businesses often face:

Inconsistent Customer Experience

When each location operates independently, customers may encounter mixed responses, varying service levels, or difficulty reaching the right person. This inconsistency can lead to frustration and a drop in customer loyalty.

Missed or Mishandled Calls 

Traditional phone systems can make call transfers between locations complicated, often resulting in missed calls or long wait times. For businesses relying on prompt communication, this can mean lost opportunities.

Lack of Centralized Communication

Without a unified platform, keeping all your team members on the same page is a constant struggle. Important updates, schedules, or customer queries can easily get lost in the shuffle.

Struggles With Staff Training

Different systems at each location can make onboarding and training more complex. Employees need to adapt to various tools, which not only takes extra time but also increases the risk of errors in customer interactions. A study by McKinsey highlighted that 50% of employee time is wasted navigating inefficient systems, which impacts their ability to deliver quality service.

Maintaining Brand Consistency

Ensuring every location adheres to your brand’s tone, messaging, and service standards is challenging without a standardized communication system. Inconsistencies can dilute your brand image and confuse customers.

Scalability Issues

As your business grows, outdated phone systems may not be able to handle the increased volume of calls or expand across new locations, causing operational inefficiencies.

Cost Management

Managing separate phone systems for each location often means higher costs for installation, maintenance, and upgrades. These fragmented expenses can eat into your bottom line.

According to a Forbes survey, 73% of customers expect businesses to understand their needs, and inconsistent experiences across locations fail to meet this expectation.

Traditional Phone Systems: Limitations And Drawbacks

Traditional phone systems have been around for years, but they’re not built to handle the needs of businesses with multiple locations. Here’s why they often fall short:

Lack of Flexibility

Traditional systems rely on physical phone lines, making it hard to add new locations or adjust as your business grows. Changes can be slow and expensive.

Hard to Manage Calls

Transferring calls between locations is tricky and often leads to mistakes. Customers can get stuck on hold or sent to the wrong place, causing frustration.

High Maintenance Costs

Keeping traditional systems running can be expensive. From repairs to hardware upgrades, the costs add up quickly, especially as your business expands.

Can’t Scale Easily

If your business is growing, traditional systems can’t keep up. Adding more lines or locations often means starting over with a new setup, which is time-consuming and costly.

No Centralized Control

With each location using its own system, it’s tough to keep everything organized. You don’t have a single place to track calls or manage communication across locations.

Not Built for Remote Work

Traditional systems don’t work well for employees who aren’t in the office. They’re tied to physical locations, making it hard for remote or hybrid teams to stay connected.

Inconsistent Customer Experience

Features like call routing, voicemail, or analytics are often missing or require expensive add-ons. This can lead to gaps in service and leave customers unhappy.

Switching to a modern multi-location phone system can solve these issues. These systems are designed to grow with your business, making communication seamless and customer interactions smoother. 

Why VoIP Phone Systems Are the Future?

As businesses evolve, so do their communication needs. Voice over Internet Protocol or VOIP phone systems are quickly becoming the go-to choice for multi-location businesses, and it’s easy to see why. Here’s what makes VoIP the future of business communication:

Unified Communication Across Locations

VoIP systems allow all your locations to operate on one centralized platform. Features like call forwarding and call routing ensure that calls reach the right person or department, no matter where they’re located. This eliminates the hassle of juggling separate systems.

Cost Savings with Cloud-Based Technology

Since VoIP operates over the internet, there’s no need for expensive hardware or maintenance. Plus, features like unlimited calling plans and reduced long-distance charges significantly lower your phone bills.

Effortless Scalability

VoIP makes it simple to grow your system as your business expands. Adding new users, extensions, or locations is done through the admin portal. So you don’t need technicians or complicated installations.

Enhanced Call Management Features

VoIP offers tools like auto-attendants to greet and route callers, voicemail-to-email transcription to ensure no message is missed, and call queuing to handle high call volumes without losing customers. These features create a more professional and efficient experience.

Seamless Integration with Business Tools

VoIP integrates with popular tools like CRM platforms. This means customer details can pop up during calls, making interactions faster and more personalized.

Perfect for Remote and Hybrid Teams

With VoIP’s softphone apps and mobile device compatibility, your team can make and receive calls from anywhere using their laptops or smartphones. It’s ideal for businesses with remote workers or hybrid setups.

Advanced Analytics for Better Decisions

VoIP systems come with detailed call analytics that track metrics like call duration, peak call times, and customer satisfaction. These insights help you optimize staffing and improve service quality.

Crystal-Clear Call Quality

VoIP systems use high-definition audio codecs to provide exceptional call clarity. Features like automatic bandwidth adjustment ensure smooth communication even during peak internet usage.

Built-In Security and Reliability

Modern VoIP systems include encryption and data protection measures to keep your business and customer information secure. Additionally, many systems offer redundancy features like failover routing to ensure you stay connected during outages.

Features To Look For In A Multi-Location Phone System

Choosing the right phone system for your multi-location business is crucial for smooth communication and excellent customer service. Here are the must-have features to ensure your system meets your needs:

Centralized Call Management

A good system should let you manage calls for all locations from one platform. Features like call routing, call forwarding, call transfer, and auto-attendants ensure customers are always directed to the right place without confusion.

Scalability

Your phone system should grow with your business. Look for a solution that makes it easy to add new users, locations, or extensions without overhauling the entire setup.

Integration with Business Tools

Ensure the phone system integrates with tools like your CRM, ticketing software, or productivity apps. This streamlines workflows by pulling up customer details during calls or linking call data to other systems.

Call Analytics and Reporting

Analytics can give you insights into call volumes, peak times, and customer satisfaction. With detailed reporting, you can make informed decisions about staffing and resource allocation.

Multi-Device Support

Look for a system that works seamlessly across devices—desk phones, smartphones, and laptops—so your team can stay connected no matter where they are.

Reliability and Uptime

Ensure the system offers redundancy and failover features, so calls are automatically rerouted during outages. High uptime guarantees your business stays connected 24/7.

Security Features

Look for encryption features to protect sensitive data during calls and ensure customer information remains secure.

Scalable Pricing Plans

Opt for a provider that offers pricing plans that match your business size and usage. Pay only for the features you need, with the flexibility to upgrade as you grow.

How Emitrr’s Multi-Location Phone System Drives Success?

Emitrr offers the best communication platform with VOIP and texting features at its core. Whether it’s making VoIP calls or sending texts on the go, Emitrr has your back for seamless communication. Our cutting-edge texting features and user-friendly interface make staying connected effortless. 

IVR/Call Tree with Forwarding on Key Press

Emitrr’s IVR (Interactive Voice Response) and Call Tree features allow users to set up multiple branches in the call flow, so calls are directed based on the caller’s input. When callers press a key on their phone, they can be forwarded to various destinations, including:

• Phone Number: Calls can be directed to any specific phone number, either within the organization or externally, to ensure callers are connected to the right person or department.
• Extension: Callers pressing a key can be forwarded to an individual’s direct extension, allowing them to quickly connect with the intended contact.
• Call Queue Groups: Calls can be sent to a pre-defined call queue group of team members (or extensions) who are assigned to handle specific types of inquiries, ensuring callers reach someone in that specialized team.
• Ring Everyone: In situations where immediate response is critical, calls can be set to ring all available team members simultaneously, ensuring the first available person picks up the call.
• Another Call Tree: Calls can be forwarded to an entirely new IVR or call tree, which can provide more options or direct callers to specialized teams, giving flexibility to manage different branches in the call flow.

Call Queue Groups

Emitrr’s Call Queue Groups let organizations set up specific call groups based on departments, teams, or any other organizational structure, ensuring incoming calls are routed to the appropriate group and handled efficiently. Each Call Queue Group offers customizable routing and forwarding options:

• Setup Call Groups with Multiple Extensions/Team Members: You can create a call queue with multiple extensions or team members, allowing calls to route to a group rather than a single person, ensuring someone is available to answer during peak hours or when handling high call volumes.
• Define Call Routing Rules: Routing rules specify how calls are directed within each call group to suit the team’s unique structure and ensure efficient call handling. Routing rules can be set based on different factors:
  • Simultaneously: All extensions in the group ring at once so that the first available team member can pick up, minimizing caller wait time.
  • Sequentially: Extensions in the group ring one after the other in a specific order, giving each team member a chance to answer the call based on their priority in the sequence.
  • When Call is Missed: If a call is missed, it can be automatically redirected to another extension, a different number, or to voicemail, ensuring that the caller’s inquiry is still addressed even if the initial point of contact is unavailable.
  • To Another Extension: Missed calls can be transferred to another extension, keeping the call flow smooth by redirecting to a different representative or team member.
  • To a Number: Calls can be forwarded to a separate number (such as a mobile device or alternate office location) if the call queue group is unavailable.
  • To Voicemail: If no team member is available or if the caller prefers, the call can go directly to voicemail, where the caller can leave a message that the team can respond to later.

Extensions with Custom Settings

Each team member can have their own dedicated extension, allowing Emitrr users to customize individual availability and forwarding preferences:

• Multi-Location Setup: With Emitrr, you can effortlessly set up separate lines for each of your locations, all managed under a single Admin account. This makes it easy to oversee multiple locations, track call activities, and engage with customers seamlessly, all from one centralized platform. Whether you’re managing calls, monitoring performance, or providing top-notch service, Emitrr ensures everything runs smoothly, helping you stay connected and efficient across all locations.
• Multiple Extensions Setup: You can create individual extensions for each user, providing a direct line that can be reached without going through general reception, increasing efficiency and caller satisfaction.
• User-Specific Working Hours: Define specific working hours for each user, ensuring calls are only forwarded to team members when they are available, which avoids calls going unanswered outside working hours.
• User Availability by Day: Customize each user’s availability on a day-by-day basis, allowing flexibility to account for specific schedules, such as part-time shifts, vacations, or other variable working hours.
• Call Forwarding Rules for Each User/Extension: Each extension can have its own call forwarding rules (similar to call queue groups), allowing calls to be forwarded to another extension, number, or voicemail if the user is unavailable or has missed a call.

General Phone Settings

Emitrr’s VOIP platform settings allow you to define overarching call handling preferences for the business’s overall call management:

• During and After-Hours Routing: Configure different call routing behaviors for business hours and after-hours, ensuring that callers are appropriately managed at all times.
  • Ring Everyone: During busy hours, calls can ring all available extensions simultaneously, increasing the chance of an immediate answer.
  • Ring an Extension: Calls can be set to ring a single extension, such as a front desk or primary contact, during certain hours.
  • Forward to a Call Tree/IVR: After-hours or during special situations, calls can be redirected to an IVR or call tree to guide callers through alternative options, like leaving a message or calling back during business hours.
• Call Recording Settings: Automatically record all incoming and outgoing calls if desired, ensuring there is a record for training, compliance, or quality assurance purposes, or turn off recording based on specific regulations or privacy requirements.

Setup Business Working Hours

Define standard business hours for your organization to control call routing automatically based on availability:

• General Business Working Hours: By defining the business’s working hours, Emitrr’s system automatically adjusts call routing to ensure calls are appropriately handled during business hours, redirecting after-hours calls to voicemails, specific extensions, or an IVR tree as needed.

Bulk/Mass Text Messaging

• Send 1000s of text messages and achieve 98% open rate
• Send personalized 2-way text messages at a scale
• Create groups for sending text messages to a group of customers 
• Import your contacts and lists to the platform with few clicks
• Create lists to segment your audience and set up multi-touch text messaging campaigns
• Automatically sync data from your current CRM (EMR/PMS/Scheduling Platforms). Emitrr supports over 500+ integrations 
• Automatically follow up using drip campaigns
• Allow customers to respond to your marketing texts which go right into your inbox

Automated Text Reminder

• Send automated reminders by text, email, and voice
• Use editable templates to personalize your reminders
• Define your reminder cadence and frequency – weekly, daily, hourly, or on the same day
• Automatically write back confirmation status 
• Allow customers to reschedule, cancel via text message conversations
• Schedule a campaign for unconfirmed appointments, no shows and last minute cancellations
• Pause automated campaigns and reminders at any point. Send personalized follow ups 

Online Appointment Bookings

• Reduce customer calls and save 100s of hours with online scheduling
• Easy scheduling through the website, or by sending a link
• Customized online scheduling (visit type, insurance details, provider, location) to help you get the critical customer information 
• Send automated booking confirmations via text and email 

Emitrr provides robust features when it comes to VOIP and Text messaging helping you to optimally stay connected with your customers without overburdening your team. 

What Makes Emitrr The Best VOIP Phone System?

Emitrr is your go-to solution for boosting customer communication and experiences through VOIP and Text Messaging. Packed with a range of features and over 1000 integrations for automated tasks, it’s a rising star on review platforms like Capterra, G2, and Software Advice.

Unlike other options, Emitrr goes above and beyond VOIP features. Perfect for businesses aiming to save 100+ manual hours, 3x their team productivity, and supercharge lead conversion by 10x. Experience the future of customer communication and engagement with Emitrr.

With Emitrr you can – 

• Access Emitrr’s cloud phone on any desktop or app unlike legacy phone systems. This will help you receive and make calls from anywhere and everywhere. 
• You can sync with internal team members using extensions with direct dial.

• You can delight customers with advanced call routing/trees, call queues, extensions, transfers, and a lot more
• Record your calls, make notes to monitor call quality, usage, and more
• Move beyond stand-alone phone systems with the power of text, web chat, group chats, bulk SMS, automation, and a lot more

• Never miss a call with automated missed call-to-text capabilities
• Allow customers to respond to your marketing texts which go right into your inbox
• Check metrics for incoming, outgoing and missed calls for day, week, month
• Look at your team’s performance through metrics – Total Answered Calls, Avg. Answered Call Duration, Total Outgoing Calls, Avg. Outgoing Call Duration

How Emitrr Stands Out From Other Alternatives?

Emitrr Offers the best of all the VOIP, Texting Features along with top-notch customer support and more. Let’s have a look at how Emitrr’s other offerings make it the best VOIP choice for your business. 

• Excellent call quality – no delays, no call drops
• Transparent pricing – no hidden charges
• 24/7 Human Support – Via Text, Email and Phone
• Centralized platform for texting and calling with a single number
• Make the switch and enjoy 24/7 support via text, email, and phone. Don’t feel stuck again
• Free onboarding and training support for all the plans
• 1000+ CRM integrations to automate workflows

How to Get Started with Emitrr’s Multi-Location Phone System?

Setting up VoIP call forwarding with Emitrr is quick and easy, and you can tailor it to suit your business needs. Here’s a simple guide to get started. 

Step 1: Evaluate Your Current Set Up

• Identify the number of users, lines, and features required for your business communication. 
• Assess your internet connection speed to ensure it can handle VOIP calls.

Step 2: Choose An Emitrr VOIP Plan

• Explore Emitrr’s plans and select one that matches your business needs.

Step 3: Port Your Existing Number

• Contact Emitrr to initiate the process of transferring (porting) your current landline number to the VOIP system.

Step 4: Log In To Emitrr’s VOIP Software

• Log in with your account credentials and explore the features.

Step 5: Configure Your Dashboard

• Set up call routing, voicemail, and other preferences through the Emitrr dashboard.
• Add team members and assign extensions as needed. 

FAQs

Conclusion

Choosing the right multi-location phone system is crucial for smooth communication and efficient customer service. By prioritizing features like centralized call management, scalability, and advanced security, you can streamline operations and provide a seamless experience for both your team and customers.

Emitrr’s Multi-Location Phone System offers a unified platform that connects all your locations, making communication across departments effortless. With features like advanced call routing, business tool integrations, and detailed analytics, you can meet growing customer demands and make data-driven decisions. 

Would you like to transform your multi-location communication with Emitrr? Connect with our team today!