48.9% of Business Phone Inquiries Involve Comparison—Survey Results Released

OFFICE110 (operated by Bell Technos Co., Ltd.) has conducted an original analysis of 534 anonymized inquiries related to business phones received between March 3, 2025, and February 28, 2026, and published the survey results on comparison practices during business phone implementation.

The analysis revealed that 261 inquiries—48.9% of the total—were related to 'comparison considerations.' The content of these inquiries showed that decision-making delays were caused not only by comparisons of device prices or models, but also by multiple on-site conditions such as lines, fiber-optic phones, fax machines, wiring, main units, maintenance, number portability, and smartphone integration.

In times when cost reduction is a priority, failures due to hidden installation or maintenance conditions are more likely. Selecting a business phone is not merely choosing a telephone device; it is a challenge tied to business continuity and call handling design for small and medium-sized enterprises.

Summary

Inquiries related to comparison: 261 cases (48.9%) Among recent inquiries, 261 cases (48.9%) related to business phone comparisons were confirmed.

Conditions such as lines, installation, and maintenance influence decisions more than price differences Inquiry content included not only pricing and estimates, but also lines/fiber-optic phones, aging equipment/replacement, installation/configuration, and requests for used equipment. Comparison considerations did not appear as isolated concerns but as overlapping issues involving multiple conditions.

Failure to organize on-site conditions before implementation leads to prolonged decision-making If comparisons begin without confirming number retention, continued fax use, handling of fiber-optic phones, existing wiring feasibility, main unit configuration, or maintenance support, estimates and implementation decisions may become inconsistent.

Business phone comparisons cannot be made based on 'price lists alone'

Among recent inquiries to OFFICE110, 261 cases (48.9%) were related to 'comparison considerations.'

Meanwhile, only 16 inquiries were categorized as having 'comparison' as their central theme. This gap indicates that comparison considerations rarely occur in isolation, but frequently arise alongside other issues such as pricing, lines, installation, used equipment, maintenance, and number retention.

Comparison processes tend to extend not due to price differences, but due to unclarified on-site conditions.

Extent of 'comparison considerations' in recent inquiry data

Category

Number of cases

Percentage

Inquiries tagged with 'comparison'

261

48.9%

Inquiries at the 'comparison' stage

275

51.5%

Inquiries with 'comparison' as main theme

16

3.0%

Note: Tags can be assigned to multiple concerns simultaneously; the main theme indicates the primary focus of the inquiry.

Themes frequently appearing alongside comparison considerations

In inquiries related to business phone comparisons, themes such as pricing/estimates, lines/fiber-optic phones, aging/replacement, installation/configuration, and requests for used equipment were simultaneously observed.

Themes frequently appearing with comparison considerations

Number of cases

Identifiable on-site challenges

Pricing/estimates

148

Desire to compare not only device prices, but also installation fees, monthly costs, and maintenance

Lines/fiber-optic phones

96

Handling of existing numbers, fiber-optic phones, main numbers, and fax machines delays decisions

Aging/replacement

85

Uncertainty about whether to replace before failure or after

Installation/configuration

56

Costs and delivery timelines vary based on wiring, installation conditions, and main unit settings

Request for used equipment

46

Low cost is attractive, but concerns about warranty, maintenance, and lifespan remain

Factors easily overlooked when comparing by price alone

Business phones are not standalone devices. Implementation involves the following factors:

Ability to retain current and main phone numbers

Compatibility of fiber-optic phones and existing lines

Need to maintain fax functionality

Feasibility of using existing wiring

Suitability of main unit configuration for number of users and internal lines

Availability of warranty and maintenance for used equipment

Compatibility of smartphone integration and cloud PBX with business operations

When selecting a business phone, lines, installation, and maintenance must be confirmed before considering the device itself.

Even when analyzing long-term accumulated call logs as background data, repeated inquiries were observed regarding comparisons with other vendors’ estimates, new vs. used equipment, handling of fiber-optic phones and fax machines, wiring costs, number retention, and maintenance support. Note that long-term call logs were not the primary data for this survey but were referenced to understand the context of recent inquiries.

In SMEs, poor phone system design leads to increased workload

In small and medium-sized enterprises, it is common for staff to handle phone reception and call forwarding as part of additional duties. If features like main number call handling, hold-and-transfer, fax, remote forwarding, voicemail, call recording, and inter-office extensions are not properly organized before implementation, the burden of phone handling may persist even after equipment upgrades.

Even as smartphone adoption increases, main numbers, fax machines, and call forwarding cannot be easily eliminated.

Therefore, when comparing business phones, it is essential to first organize the actual call handling workflow, not just compare models and device prices.

Comment from the Supervising Expert

Yuuzou Nobori, Representative Director, Digiconnet Co., Ltd. Certified Installation Engineer (AI/DD Comprehensive) / Electrician

Mr. Yuuzou Nobori, Representative Director of Digiconnet Co., Ltd., works nationwide on the installation, wiring, line design, and operation/maintenance of telephone and communication systems, based in Kobe. In 2023, the company expanded its operations to Nagoya, providing on-site support for business phone installation, relocation, expansion, and maintenance.

Mr. Nobori commented on the survey results as follows:

'Business phones are equipment that often lead to failure when selected based solely on price. Even if the device price is low, issues may arise later—such as incompatibility with existing lines, inability to retain fax functionality, additional wiring costs, or weak maintenance support.

Proceeding with proposals without confirming on-site conditions can lead to post-implementation troubles. In particular, main numbers, fiber-optic phones, fax machines, main units, wiring, and maintenance conditions should be confirmed before receiving estimates.

By publishing information like this, we aim to reduce opacity in business phone implementation and create an environment where corporate decision-makers can compare options more easily.'

▼ Full report of this survey (detailed charts and explanations) here: https://office110.jp/phone/knowledge/basic/business-phone-comparison-delays/

◾️ Company Overview and Contact Information

Company Name: Bell Technos Co., Ltd.

Service Name: OFFICE110 (Office 110)

Representative: Daisuke Nakajima, Representative Director

Address: 6F, TS Building, 3-11-3 Yakuin, Chuo-ku, Fukuoka City, Fukuoka Prefecture

Business Activities: Sales, installation, maintenance of OA equipment, and media operations

Press inquiries regarding this release: ◾️ OFFICE110 (Office 110) URL: https://office110.jp/ ◾️ Business Phone TOP: https://office110.jp/phone/ Phone: 0120-595-110

◾️ Bell Technos Co., Ltd. (Corporate Site) URL: https://www.bell-group.co.jp/ Phone: 092-791-