Current Situation Faced By The Manufacturing Company:
When we were approached by the manufacturing company they had 14 employees working within a front office and a large warehouse.
The greatest problem they faced was contacting people that were not at their desk in the warehouse. They were constantly paging staff, walking around trying to locate them, or even ringing their mobiles which was expensive!
Given the size of the warehouse a normal cordless solution was completely inadequate.
In the office they also wanted to sound more professional and the as the business was getting busier the receptionist was not able to stay in control with the increase in call volume.
On top of this, the receptionist was still taking handwritten messages for staff and using an outdated pigeon hole delivery system because of the mobile nature of the staff. The receptionist could not simply email staff as the workers were not always on top of their emails.
There was also no solution in place for phone calls after-hours, and so the phone was simply ringing out, leaving customers frustrated and leaving a terrible impression.
The Brief From The Owner:
To have a system that:
- Can connect multiple phone lines
- Offers cordless communication for the warehouse staff
- Cut costs where possible
- Handles incoming calls better
- Makes them sound more professional
- Easy Finance options
- The Solution We Provided:
Mobile communication for the warehouse
Given the size of the warehouse and so coverage needed a normal cordless solution was completely inadequate, and the machinery used in the warehouse would cause too much interference. So we deployed a complete, integrated DECT solution replete with indoor and outdoor base stations so they get coverage no matter where they are on the site.
Furthermore, we programmed each of the cordless phones with the same extension as their desk phone. This way when they ring Susan on extension 107 it rings both her desk phone and cordless phone. No matter where Susan is she can now answer the call. This has saved so much time, money and frustration!
To really improve the communication messages getting out to the warehouse, we also connected their phone system with the companies existing PA system so that messages can be relayed to the whole of the warehouse!
Backup to receptionist
Here we installed an Auto Attendant to acts as a backup for the receptionist when he is on the phone. Rather than stop a call to answer another, the Auto Attendant now answers after 6 rings and says "Thank you for calling ABC Manufacturing, your call is important and we will be with you in a moment". This ensures they never miss calls, and it sounds incredibly professional.
Receptionist no longer takes handwritten messages thanks to Voicemail
Voicemail is now used by all staff and has stopped the need for manual message taking. Clients now leave detailed messages for the right staff member. This also frees up time for the busy receptionist.
Plus because many of the warehouse staff have smart phones they can now also get their messages via their inbox too with very clever voicemail to email technology. This has proven to be very good for the sales people that are out on the road procuring new business. So their staff now have a desk phone, a fully featured DECT cordless and their mobiles to retrieve messages from. Being non contactable or difficult to reach is a thing of the past as they will now never miss a message.
Phone ringing out after hours
Here we installed an Auto Attendant that now professionally answers after hours. The system can even answer multiple calls at once and callers leave messages that the receptionist listens to every morning.
Sounding more professional
Here we installed Professional Messages On Hold - this capped off the solution and made their business sound incredibly professional.
Implementing DECT communication has eliminated expensive mobile phone calls to staff. They were locked in to a Telstra contract for mobiles and landlines. So now their contract is up and the system is SIP and NBN Ready, ready for them to exploit this amazing, cost cutting IP technology built into their phone system already.
One of the greatest strengths of modern phone systems for the manufacturing industry is that customers can now change most things themselves.
The real savings have been delivered in staff efficiencies not wasting time trying to find each other. And with the comprehensive coverage staff can't hide from calls anymore.
Easy Self Administration
One of the greatest strengths of modern phone systems for the manufacturing industry is that customers can now change most things themselves. This reduces their TCO and allows their staff to be able to make adds, moves and changes when required. One of their staff is their quasi IT man and has been easily able to understand and embrace the web based interface which can be accessed from anywhere. You don't need an IT degree to be able to use it which pleasantly surprised the customer.
Compared to their old situation, the eMG80 offers many additional benefits that the owner is aware of and is thrilled with the increase in connectivity and productivity benefits all the staff are enjoying because of the new system.