How Simpro saved up to 80% on their business phone system with VoIPstudio

Industry

Business Services & Software

Company Size

501-1K Employees

Headquarters

Brisbane, Australia

Founded

2002

About

simPRO Software is part of the simPRO Group, founded in Brisbane, Australia in 2002. The company creates cloud-based software designed to make running a trade business easier by streamlining workflow for everything from estimating jobs to service delivery and payment processing.

simPRO provides services that are vital to the running of trade businesses, and its clients need exceptional levels of support. To ensure this, the company operates call centres in each of the countries where it works.

The Challenge

simPro’s solutions are used by a huge range of trades, including electrical, data networking, plumbing and heating, security, building services and facilities management, as well as solar and energy service companies. SimPRO has opened offices in New Zealand, the UK and the United States with more expansion planned. The company currently has more than 150 staff, 2,500 clients and 80,000 users.

simPRO migrated from traditional landlines to a VoIP provider for its Australian offices in around 2010, but while they did benefit from cost savings, the provider wasn’t able to help the company achieve its real goal, that of one telecoms solution for all its offices: a global solution that would transform the effectiveness of the call centres.

We started to look at how our services work for us on a global basis and not just on a per country level. When we first set up our overseas offices we weren’t able to find one supplier that could handle all of our offices requirements - so we ended up with different suppliers in each country. That was a big problem for us. In some cases that meant having physical PBXs in the office, which wasn’t what we wanted. Our aim was to have no physical infrastructure in the offices so that if the place burns down tomorrow, you can just move over to people working from home.

We also wanted one system used by every office because that allows call interconnect between the offices to be a lot simpler and more cost-effective. It would allow us to introduce a ‘follow the sun’ methodology for our call centres. Each office is in a different time zone, so we can have call routing follow the time of day in the various offices. It might be midnight in Australia but support calls can go straight to the UK call centre which is online. That means we are improving the level of service to clients.

The Solution

The implementation of VoIPstudio at simPRO was fast, straightforward, and hassle-free. With approximately 170 extensions deployed across four countries, the migration process could have posed a challenge, but it was completed smoothly, with number transfers occurring precisely on schedule. The only requirement from simPRO’s side was having either a phone device or SIP software installed on users’ PCs, making the entire setup process remarkably simple.

The company makes extensive use of VoIPstudio’s interactive voice response (IVR) and call queuing features. Its intuitive and flexible admin panel allows the team to configure and adapt the system easily to suit evolving needs. With team members spread across different regions, anyone can access the system and make necessary changes, regardless of location – ensuring responsive support around the clock.

The core benefits of using VoIPstudio are ease of deployment, ease of management and ease of use.

We have achieved a percentage cost reduction of around 40% compared to our previous VoIP supplier. So compared to fixed landline phones the saving would be in the region of 70% to 80%.

The Impact

Since switching to VoIPstudio, simPRO has experienced a significant improvement in call quality compared to its previous VoIP providers. Support has been consistently helpful, quick, and responsive, with VoIPstudio also showing a strong willingness to listen to customer feedback and consider feature suggestions.

The company has also gained greater agility. As a rapidly growing business, the ability to quickly and easily set up telecom infrastructure for new offices and call centres has proven essential. New phone numbers and toll-free lines can be requested through the control panel and activated within seconds, streamlining expansion efforts.

The fact you can request new phone numbers and free call numbers over the control panel and have them available in a few seconds flat is amazing.

The core benefits of VoIPstudio for simPRO include ease of deployment, simple management, and user-friendly operation. These advantages, combined with measurable cost savings, have had a major impact on their operations. Overall call costs have been reduced by approximately 40% compared to their previous VoIP supplier – and by 70–80% compared to traditional landline services. Managing toll-free numbers is also significantly more cost-effective with VoIPstudio than with alternative providers.

Together, these improvements have not only enhanced operational efficiency but also delivered strong financial benefits, making VoIPstudio a valuable asset in simPRO’s ongoing growth.