If you’re in the middle of googling “business phone solutions,” “how to improve customer satisfaction,” or “better internal communication” as part of your journey toward a new communication platform, you’ve come to the right place.
And if you found your way here for another reason — you’re still in the right place, because this blog is boiling with insights!
Before you dive into finding your next technical solution, I recommend taking a closer look at your current reality to figure out your next step.
I like to boil it down into three categories:
Strategy
People and leadership
Systems
In this post, we’ll explore all three categories in depth and understand how — and why — they must work together rather than in isolation.
Simply put: if you have the right strategy and the right people but a poor system, you’re going to fail.
The Trinity of Success
In this case, we’re not talking about the Father, the Son, and the Holy Spirit — but rather Strategy, People, and Systems. Let’s look at each one to understand the foundation.
The Right Strategies in Place
Of course, there are countless business strategies — common ones include Operational Excellence, Customer Intimacy, and Product Leadership.
A solid strategic plan provides clear direction, connecting your company’s vision to its goals.
People and Leadership
“Having the right person in the right place” is a cliché — but a true one. Your teams need to consist of carefully selected individuals and leaders who complement and challenge one another.
But that alone isn’t enough.
Leaders need to inspire, and employees need to feel purpose in what they do. Invest in the right kind of professional development and lead according to your set strategies and goals.
Choose Systems That Fit Your Business
The right system (or systems) is absolutely essential. It doesn’t matter how good your strategy is or how skilled your people are if your tools are holding you back.
Choose your software carefully, and eliminate unnecessary complexity. Systems in this context could mean your CRM or your business phone system.
What I’m saying is — don’t make any big decisions before you’ve got these three areas in balance.
You won’t succeed if you only focus on one or two of them.
- Great strategies and leadership without system support? Doomed to fail.
- The best apps in the world without a clear strategy? Also doomed.
It doesn’t matter how detailed your plans are or how talented your team is if they’re working with clunky tools.
For example — if you want to measure call activity in detail or log every call automatically to a contact record, that needs to happen seamlessly in the background. Relying on people to do it manually simply doesn’t scale.
As a service provider, we’re passionate (for obvious reasons) about the third pillar — Systems. We’ve continuously launched smarter functionality to help our customers reach their goals.
Which Type of System Should You Choose?
When selecting a system to support your “trinity,” start with your company’s goals and circumstances.
Remember — the system should empower your users and help them achieve those goals, whether that means shorter response times or smoother workflows.
When it comes to business communication, the choice usually stands between:
- A Contact Center, or
- A UCaaS (Unified Communications as a Service) platform
The main difference is that a Contact Center focuses on external communication, while a UCaaS platform covers both internal and external communication.
Pros and Cons of a Contact Center
✅ Handles multiple channels (social media, email, SMS)
✅ Integration options
✅ Callback via website
✅ Advanced IVR menus and answer group analytics
❌ High license costs
❌ No internal communication
❌ Complex and steep learning curve
Pros and Cons of a UCaaS Solution (like lynes)
✅ Handles both internal and external communication
✅ Integration options
✅ Works equally well on desktop and mobile
✅ Advanced IVR menus and answer group analytics
✅ Lower license costs
❌ No built-in social media handling
❌ No website chat or callback
How We Think About It
We realized that someone — in this case, us — needed to bridge the gap between these two solutions.
Many businesses want advanced functionality traditionally found in a Contact Center — such as detailed queue management, post-call analytics, and deep integrations — but without the complexity or cost.
We’ve made it our mission to deliver powerful yet simple business telephony that gives small and medium-sized businesses access to the tools they need for great customer service.
To put it simply, a UCaaS platform like lynes offers:
- Lower licensing costs (roughly 70–200 SEK/user vs. 200–800 SEK for Contact Centers)
- Faster setup and onboarding
- Both internal and external communication in one place
If you’ve made it this far — congratulations! You’re one step closer to succeeding with your business communication.
Want more tips or a demo of lynes?
Don’t hesitate to contact us.
