Although networking solutions and systems integration specialist, Integr8-IT, was a relative newcomer when it installed its 3Com NBX 100 Communications System a year ago, the decision is paying off for the Johannesburg-based company today.
According to Jan Roux, Integr8-IT`s technical manager, the switchboard-based communications system has helped to provide affordable "big corporation" customer-facing facilities such as a 24x7 help desk and a call centre.
"There`s little doubt that without being able to provide such a support and service infrastructure we might not have been able to win some of our larger accounts nor grown as rapidly as we have over the past year," says Roux.
"Our business is founded on the technical excellence we`re able to bring to bear on our solutions. However, clients want more than technical expertise. They want to know they can depend on help whenever they need it - even after working hours. That`s what the 3Com telephone system has enabled us to offer."
Integr8-IT, which is a 3Com business partner, installed the NBX 100 Communications System when it moved from the small premises it had used since its start-up four months earlier to a warehouse that it refurbished from the ground up to create a modern office complex in Orange Grove.
Integr8-IT is sharing the new building with other independent companies.
The companies share the single NBX telephone system. Each company has its own telephone lines, with the system automatically identifying the company to which the incoming call is destined. This is flashed up on a screen so that the receptionist can answer the call in the individual company`s name.
"This is a tremendous cost-saver in terms of resource sharing, yet, unlike most companies that share a receptionist, 3Com has once again delivered the solution that ensures the professionalism that enables all of us to enhance our image," says Levy.
Other cost savings were realised when installing the system. Because the 3Com NBX 100 is the world`s only local and wide area network (LAN/WAN)-based business telephone system with full-feature functionality, Integr8-IT did not have to wire its new offices for voice as well as for data networks .
Telephone extension points plug simply into the Ethernet data network infrastructure.
"By combining voice and data on a single network infrastructure, we only needed to cable the office for the data network rather than have to duplicate it for voice and one for data. That would have costs about R25 000 more," says Roux.
"Down the line, this single converged network is going to realise additional cost savings as cost of ownership is reduced because we only have to maintain one network and it`s going to be easier to expand facilities."
With so many companies working from a single switchboard, scalability was also a critical feature. Currently, the system supports 32 ISDN lines, but with a maximum capacity of 200 lines without major hardware replacements, there is plenty of room for expansion.
"We needed such technical flexibility not only to accommodate head office growth, but also meet projected growth out into the provinces," says Roux. "With 3Com we can run our branches across a Diginet line from a single, centralised communications point here in Johannesburg. It also facilitates telecommuting. Again you`re looking at real downstream bottom line benefits."
Currently, the company has a help desk with a national number, with the ability to transfer calls automatically after working hours to provide 24x7 support. In addition, help calls can be screened and diverted to an appropriate technical or business expert within the call centre.
Integr8-IT is also using the system`s built-in paging system, which obviated the need to install a separate system and, as all phone sets are full business phones, automatic dialling, call-back and conference call facilities are used extensively.
It is also maximising the system`s advanced management and administration functions. These include the ability to delete or add users or re-programme functions without technical help, the ability to restrict external calls to specific extensions or even to particular times of the day, call detail reporting and dial planning, such as controlling long distance calls by extension.
The company is now investigating the use of the feature rich unified messaging functionality available on the system. This includes integrating its built-in voice mail functionality with e-mail systems.
"While we`re not currently addressing the telephone systems market ourselves, as a 3Com business partner, it`s critical to keep up with latest 3Com technology. We use 3Com equipment ourselves wherever possible. It gives us the practical experience that we can then pass on to our clients," adds Roux.
Share
Editorial contacts