Part 1: Why should you have a telephone pbx?

Which Companies Need a Phone System – and What’s the Purpose?

Do small businesses really need a phone system? How many employees do you need before it’s worth it?

The simple answer: even small companies with just a few employees can benefit greatly from a business phone system.

And thanks to today’s cloud-based solutions, there’s no need for expensive hardware or high upfront costs. You simply pay for the features you need — which means small businesses now have access to the same powerful tools as large enterprises without breaking the bank.

The Purpose of a Phone System

It’s an old truth — a missed call can mean a missed customer.

And it’s just as true today. Many customers still prefer speaking to a real person before they decide whether they can trust a company.

A business phone system lets you manage how calls are received and routed — for instance, forwarding them to a colleague or an external answering service when no one is available.

We Know the Importance of a Phone System — Firsthand

It’s probably no surprise that phone systems are important to us.

But besides selling them, we also use one ourselves, and that experience has taught us a lot.

When we started lynes Telefoni, we were a small, passionate team — fully focused on developing our product, finding new customers, and building the company.

We worked hard. Really hard.

We made hundreds of cold calls… and missed just as many incoming ones.

We simply didn’t have the time to answer every call.

Our Experience as a Small Business

Even though we’ve grown a lot in recent years, we’re still a relatively small team — and as our company grew, so did our call volume.

At first, we made all the classic mistakes:

• We declined calls, thinking we’d call back later — but rarely did.
• We texted “Can I call you back in a bit?” and forgot to follow up.
• We handed the phone to colleagues instead of transferring the call.
• We checked voicemail too late and discovered week-old messages.

Sound familiar?

What we needed was a system that could automatically route calls, reduce stress, and make sure no customer slipped through the cracks.

That’s why a phone system became essential for us — and still is today.

It’s from those early days as a small business that we developed what we now offer others:

A smart, scalable, and cost-effective phone system designed to help you manage your communications with ease.

Faster Response and Better Service — With the Same Staffing

When customers call, they have all kinds of questions — some simple, some complex.

A phone system ensures that they get the right help quickly, while also reducing the number of calls your team needs to handle manually.

One easy and effective trick is to use custom voice messages that direct callers to your website, a specific email address, or an automated menu.

Customers get the information they need faster, and your team gains valuable time.

Of course, personal service still matters — but great service means giving the right response in the right way.

The phone system helps you balance automation with human interaction, so your team can focus on the calls that truly require a personal touch.

Route Customers to the Right Person Instantly

A great feature in modern systems is answer groups.

They help you handle calls faster, with the same staffing level.

You can, for example, route calls to your most experienced employee first.

If that person is busy, the system automatically sends the call to the next available colleague.

Don’t Send Customers to Voicemail

We’ve all been there — calling a company, only to land directly in voicemail, or waiting through endless rings before giving up.

Few things are more frustrating.

It’s far better to let callers leave a personal message or be connected to someone else who can actually help.

Especially after waiting in a queue.

With lynes, you can easily see if a colleague is already on a call — so you can transfer the caller to the right person right away, or at least provide the right information.

Work Anywhere — Keep the System in Your Pocket

Many small businesses today are mobile.

You might spend your days out in the field or meeting customers on-site.

With lynes, your phone system travels with you — so you can work wherever you are and never miss an important call.

Display the Right Number — at the Right Time

Which number do your customers see when you call — your direct line or the company’s main number?

And which one should they see?

It matters more than you might think.

Showing the right number helps guide customers to the right channel for faster service.

In a modern system like lynes, you can easily choose which number to display — your company number, direct line, or mobile — depending on the situation.

That way, you stay in control, reduce interruptions, and make sure customers always know who to reach and when.

Use a Work Number

Having a dedicated work number makes life easier.

If you set your status to “In a meeting,” anyone calling your direct number gets an automated message that you’re unavailable — but family and friends can still reach you on your mobile.

As one of our customers put it:

“We want to add ‘favorites’ who can reach us even if we’re in a meeting.

For example, if I’m busy, my daughter should still be able to get through.”

Use Call Statistics to Continuously Improve

How do you know you’re doing a good job if you’re not measuring it?

Access to call statistics — like the number of missed and received calls — is essential to identify patterns and trends:

• How many calls have we received on average over the past year?
• If this trend continues, what will next year look like?
• Do we need to hire more staff?

These were questions we once struggled with ourselves — which is why we developed our Reports & Analytics service.

It’s been a game-changer for us, and today, many of our customers — large and small — use it to improve efficiency and make better decisions.

Want to Learn More About Our Phone System?

A modern phone system does far more than connect calls.

It’s about creating a great customer experience — through smart, flexible, and efficient communication.

If you’d like to learn more about lynes and how our system can help your business, [click here] to explore its features — or book a meeting for a personal demo and see how our smart solutions can transform your company’s communication.

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