Every day many calls pour into the Ravens Crest East management office onsite at 1700 Ravens Crest Drive.  During the planning of the Renovation Project, a substantial increase in call volume was anticipated. Although there is a Renovation facilitator that is onsite full time, the office number is a shared call center.  The additional load of calls and call routing would have required someone virtually dedicated to that role, or would at least greatly inhibit that person’s productivity executing the already heavy workloads on the management staff.  It was decided to automate the process using a modern PBX system.

The new PBX system has been installed now since May 29th 2008.  After over a month in operation I am happy to report the system is a resounding success.  Calls are now routed to the proper person in the office automatically. This increases worker productivity while also reducing wait times for homeowners calling in for help. Another feature that has been implemented is around the after-hours association emergency service. Previously there was a separate phone number emergency calls. That separate phone number still works but additionally we have linked our phone system to allow someone that calls the main management phone number after hours to get instantly routed to that afterhours call center.

The Ravens Crest management operation utilizes multiple phone lines. Each of these lines carries a substantial annual cost. A next cost reducing measure will be to convert some of the lines to a VOIP solution which can save thousands of dollars in operating expense. This is just another of the efficiency measures we are implementing to reduce operating costs and improve the owner experience.