case studies
What difference does changing your telecoms services really make? It can greatly enhance areas of your business – as well as reducing costs. These case studies provide the evidence.
The challenge
MNO Recruitment is a recruitment agency with an office-based staff of 10, as well as 10 staff who work at home either occasionally, or frequently. The company was looking for a more cost effective communications solution for its home workers so evaluated hosted telephony.
The solution
For occasional home workers, the Remote Office function allows them to work from home but send and receive calls from their office number. For frequent home workers, Shared Call Appearance allows a number to be shared between their office and home phone.
Benefits
Convenient... Cost effective... Productive... A hosted VOIP or hosted phone system with the Remote Office feature made it easy for home workers to be integrated into the company Hunt Groups, as are office workers. Reduced carbon emissions are another bonus and the system also delivers free on-net calls between home and office.
The challenge
Redware is a thriving software company helping large organisations deliver remote training. It relies implicitly on flexible and reliable connectivity and communications systems. The Redware team was moving into new premises and knew they had to replace the existing outdated phone system with a powerful and modern alternative.
The solution
vivo Exchange, a hosted VoIP service, offers a wide range of functions via a remote data centre. There's no need to purchase a phone system that requires expensive installation and maintenance. Instead phones are just plugged into the existing LAN network, giving access to features such as built-in disaster recovery.
Benefits
Redware were able to use service with a free no-risk trial, and when they did proceed there was no capital outlay. The change to the new system was seamless, allowing calls to remote workers to be transferred straight, as if in the same building. Best of all was the ability to grow the numbers of lines as temporary workers are taken on for projects.
The challenge
DEF Holdings is a retail company with a head office and branches nationwide. In the past, customer service calls were not answered by all staff, resulting in customer complaints about unanswered calls.
The solution
Implementing Auto Attendant and Hunt Groups as part of a hosted phone system allows calls to be prioritised and staff in branches can support overflow from Head Office. Web-based access allows full customisation, and in-bound calls can be spread amongst end users.
Benefits
Improved customer service... Cost Effective... Flexible... Calls are answered effectively. Disaster Recovery Capability allows more calls to be answered in the event of any outages. End users can be removed or added, and the system can be expanded to additional sites when required.
The challenge
GHI College is a further education institution with a highly seasonal call requirement, driven by the student entry timetable. Internal and external callers had difficulty contacting staff - and the college’s existing PBX was no longer supported by the supplier.
The solution
The installation of a hosted VOIP Voice system with Call Centre ACD (Automatic Call Distribution) means inbound callers are queued and allocated to the appropriate staff. Callers in the queue get customisable greeting and comfort messages.
Benefits
Improved service…Cost effective…Flexible… Allocated receptionists answer calls at peak times, with Call Centre ACD used only when needed. Additional handsets can be added and removed as required, and Simultaneous Ringing allows staff to receive calls when out of their offices.
The challenge
Marketing agency JKL Marketing was a BT Featureline customer, running 20 handsets split between two sites. Annual savings on external call costs were being sought as their three-year Featureline contract was coming to an end.
The solution
They implemented a hosted IP telephony system with the desktop Toolbar. The Toolbar - which appears in Internet Explorer, Firefox and Microsoft Outlook - allows end users to make and receive phone calls and customise their service settings as required.
Benefits
Better customer service… Improved productivity… Ease of use… Simultaneous Ringing and Call Forwarding ensures contact and Microsoft Outlook integration allows the customer to be addressed by name. Calls between sites are free.
The challenge
Stadco is a major supplier to the automotive industry working with prestigious brands such as Aston Martin and Bentley. The recent economic situation has imposed further price pressure on
suppliers, making cost management more critical than ever.
The solution
Line rental and call charges were analysed and a comprehensive report produced, comparing the incumbent provider with the “best in market” for service and cost. Potential savings were identified and recommendation to transition to a new supplier was made.
Benefits
Cost reduction... easy to move... no change for end users... vivo ensured a straightforward transition to the new provider, with no discernible change or disruption
for end users. Billing was simplified and delivered electronically, significant cost saving realised.
The challenge
ABC Cars is a taxi firm based in Glasgow. Operating from a single site, they need to communicate quickly and efficiently with their fleet of vehicles. Their previous PBX system was unreliable, resulting in lost sales and negative customer feedback.
The solution
A hosted IP Voice Services solution was installed, offering an affordable, flexible alternative to the traditional PBX system. They aim to save 42% in the first year with this system which can also receive multiple numbers into a single handset.
Benefits
Cost effective… Flexible… Reliable… The new system saves money and handles variable demand. Calls are answered quickly and efficiently, and staff can choose to work from home or in the office resulting in improved performance and productivity.
