Shahzeb Saeed

The challenge

With more than five branches running their own local phone lines, there was no single view of the call system and no way to tell which agent, at which branch, was answering or dropping calls.

What we built

One cloud PBX covering every branch with extensions per outlet, IVR routing so a caller reaches the right store, and live monitoring plus call reporting so agent performance is visible branch by branch instead of guessed at.

The story

Shahzeb Saeed had grown past five branches, and the phone system had not grown with it. Each outlet ran its own line, its own handset, its own way of doing things. Head office had no way to see the whole picture, only whatever a branch manager remembered to report.

Agent performance was the harder problem. With calls scattered across more than five separate setups, there was no way to see who was answering, who was letting calls ring out, or which branch needed help on a busy afternoon. Managing the call system meant phoning around and asking, branch by branch.

Moving every branch onto one cloud PBX changed that in one step. Each outlet keeps its own extension, but they all sit on the same platform, reachable and reportable from one place instead of five-plus. IVR routing means a customer calling the main number reaches the right branch without needing to know a separate number for each one.

Live monitoring and call reporting closed the visibility gap. Head office can now see agent activity as it happens across every branch, not after the fact, and call recording means what an agent told a customer is on file rather than a matter of opinion. Managing five-plus branches finally means seeing them, not chasing them.