Construction equipment manufacturer JCB Inc, a North American based organisation, in conjunction with their preferred solution provider, Network Solutions (INS), has awarded Mitel a contract to implement Voice-over-IP (VoIP) solution. Mitel`s 6110 Call Centre Management solution will be installed at JCB`s headquarters in Savannah, Georgia.
The JCB headquarters house sales and marketing office staff, a call centre, warehouse employees and a manufacturing shop floor. All of these departments service Canada as well as the United States.
"We needed a flexible, modular system that could handle our diverse needs and anticipated growth," said Paul Limon, JCB`s Manager of Information Systems.
"Our phone systems are extremely critical to our business because we conduct most of our business and establish relationships by phone," said Limon.
Since choosing and implementing the Mitel Voice-over-IP (VoIP) solution, JCB has gained the flexibility and efficiencies it needs to enhance and expand its business. In addition, the organisation has reduced their telecommunications costs by 50%.
"In our plant we assemble orders and ship them out to our dealers, while our service organisation handles all warranty issues called in by our dealers," Limon explained.
"It was therefore extremely important to have a call centre that we could integrate in real-time with our customer relationship management (CRM) database."
"The features of the Mitel system are way beyond anything we could ever do with our old analog - or even a hybrid analog - system," said Limon.
Limon says their call centre has changed the way JCB approaches their CRM requirements.
"With the Mitel 6110 Call Centre Management solution there is very little manual entry required, because the system is smart enough to identify where a call is originating and coordinate the delivery of the customer`s history to the agent`s desktop with the voice call," said Limon.
Limon saw that the Mitel solution would also enable JCB to provide better service with greater efficiency, capabilities it would need to support its future growth.
Other benefits include a dramatic decrease in maintenance requirement, while the universal messaging melds voice and electronic messages together in one package while communications with the shop floor have improved. In addition JCB was able to use its existing network infrastructure without re-cabling for the new communications infrastructure.
"The challenge for us is to always provide a human voice at the end of the line. We also need to be able to extend our regular hours to cover dealers in other time zones, like the west coast, where our market share is growing dramatically. The Mitel solution will help us do that without having to hire a lot of extra people."
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