As a small business owner, you’re always looking for ways to improve efficiency while keeping costs under control. When it came time to upgrade our phone system, I made the decision to set up softphones for my team. It seemed like the perfect solution: cost-effective, flexible, and able to keep everyone connected, no matter where they were working.
Here’s what I learnt along the way, along with a few insights from my team who experienced the switch firsthand.
Why Softphones?
Before diving into the challenges and lessons, let’s start with why softphones seemed like the right choice for our small business. As a growing team, we were looking for a solution that would give us the flexibility to communicate from anywhere—whether team members were in the office, working remotely, or on the road meeting clients. Traditional phone systems felt outdated and limiting, not to mention expensive.
Softphones, which allow you to make and receive calls using a software application on your computer or smartphone, offered the flexibility we needed. They integrate easily with our existing internet connection, allowing us to skip the need for additional infrastructure or hefty line rental costs. It seemed like a no-brainer, but the implementation process came with a few bumps.
Getting the Team Prepared
The first hurdle was getting my team ready for the switch. Like many small businesses our team is diverse in terms of tech-savviness. Some employees are comfortable with new technologies, while others prefer more traditional tools. This presented a challenge, as not everyone was excited about moving from a physical desk phone to an app on their computer or mobile device.
The key lesson here was to make sure everyone understood not just how to use the softphone but also why we were making the switch. For us, it was about improving communication, reducing costs, and creating flexibility in how and where we work. Having a clear explanation helped get some buy-in from the team.
In addition to explaining the benefits, I also had to arrange training sessions. Initially, I underestimated how much training some team members would need. While the tech-savvy staff picked up the software almost immediately, others needed more time and hands-on assistance. In hindsight, investing more time in upfront training would have saved us some headaches later on.
Issues We Faced During Setup
No new system is without its challenges, and setting up softphones was no exception. Here’s a breakdown of some of the issues we encountered and how we dealt with them.
1. Connectivity Woes: As with most VoIP (Voice over Internet Protocol) solutions, softphones rely heavily on a stable internet connection. We know that internet reliability can vary significantly depending on where you are and what service provider you use. During the initial phase, some team members experienced poor call quality and dropped connections, which quickly became frustrating.
The solution was twofold: First, we upgraded the internet at the office to ensure a more stable connection. Second, we encouraged team members working remotely to ensure they had fibre or stable LTE where possible. For those in areas with weaker connections, we had to explore data-friendly settings on the softphone to reduce bandwidth usage without sacrificing call quality.
2. Compatibility Issues: Another issue we faced was with device compatibility. We quickly discovered that not all softphones work seamlessly on every device. While most team members use PCs, a few prefer Macs, and others rely heavily on their smartphones. The softphone app we initially chose didn’t work as well on certain devices, especially on older smartphones.
After some trial and error, we settled on a more cross-platform-friendly softphone that was compatible with Windows, macOS, iOS, and Android devices. This flexibility proved crucial, as it allowed everyone to use their preferred device without issue.
3. Learning Curve: While softphones are relatively straightforward, there’s still a learning curve for some team members—particularly those who were used to traditional desk phones. Features like transferring calls, conference calls, and using the softphone’s interface took some time for certain employees to master. Initially, there were a few cases of dropped calls or confused transfers.
We addressed this with a combination of ongoing training and user guides tailored to each person’s device. We also set up a buddy system where more tech-savvy team members could assist those who were struggling, which helped alleviate some of the frustration.
4. Security Concerns: One thing I hadn’t fully anticipated was the importance of security when using softphones. Since softphones operate over the internet, they can be vulnerable to cybersecurity threats such as hacking and eavesdropping if not properly secured.
To mitigate this risk, we implemented strong password policies and encouraged team members to regularly update their apps. We also enabled encryption features within the softphone software to ensure that all communications were secure. For businesses dealing with sensitive client information, this is a step you can’t afford to overlook.
What My Team Had to Say
To provide some additional perspective, I asked my team for their thoughts on the switch to softphones. Here are a few insights:
- Sizwe, a sales representative who works remotely, appreciated the mobility the softphone provided. “I love that I can take calls no matter where I am—whether I’m at home, at a client meeting, or even at the airport. I never miss a call, and it’s so much easier to manage than my old desk phone.”
- Sarah, who handles customer support, had a tougher time adapting at first. “I was used to having a physical phone in front of me, so learning the softphone interface took me a while. But once I got used to it, I realised how easy it was to transfer calls and keep track of conversations.”
- Brian, one of our team members in a more rural area, highlighted the connectivity challenges. “Sometimes the call quality isn’t great if my internet is slow, but after adjusting a few settings, it’s been much better.”
The Benefits of Softphones
Despite the initial challenges, the benefits of using softphones for our business have been clear:
- Cost Savings: Without the need for physical phones or landline rental fees, we’ve saved a significant amount on communication costs. Softphones are particularly attractive for small businesses looking to cut expenses.
- Flexibility: Our team can work from anywhere without sacrificing communication quality or accessibility. This is especially valuable in South Africa, where remote work is becoming more common.
- Scalability: As our business grows, adding new users to the softphone system is as simple as downloading the app and creating an account. There’s no need for additional hardware or complicated installation processes.
- Integration: Softphones integrate seamlessly with our CRM and other business tools, making it easy to keep track of calls, logs, and client interactions.
Final Thoughts
Switching to softphones has been a learning experience, but it’s one that has ultimately benefited our small business. From cost savings to increased flexibility, softphones have allowed us to streamline our communications and adapt to the modern working world. However, it’s not a one-size-fits-all solution. Ensuring your team has reliable internet, choosing the right software, and providing adequate training are crucial steps to making the transition smooth.
For small businesses, where internet connectivity can sometimes be unpredictable, the shift to softphones may come with a few hiccups. But with proper planning and a bit of patience, it’s a solution that can greatly enhance your team’s ability to stay connected—whether in the office or on the go.
