Siemens asserts market position in retail

Enterprise Solutions, a division of Siemens' Information and Communication Group (I and C), has signed a deal worth over a million rand with Pick 'n Pay, one of its biggest retail clients, to roll-out two new Hicom 300H telephony systems, at its head office, and Information Technology Services division in Claremont, Western Cape.

Siemens is a major player in the multibillion-rand retail industry. Siemens Hicom systems feature state-of-the art technology and offer mobility, voice over IP (VOIP), centralised database management, digital communication to the desktop, video conferencing, plus a host of new features that will enable users to be able to communicate efficiently and professionally with their customers.

Great emphasis is being placed at Pick 'n Pay on the allocation of sophisticated optiset E digital telephones to all staff members, and the specific features being assigned to each member. With the addition of Voice Mail, a "Must Answer" facility is being created for all key personnel, with priority being placed on "Boss/Secretary and Reception applications, throughout the two buildings. This will ensure all incoming calls will be answered immediately. If not answered within a set time, the caller will be given the opportunity to either leave a message in the voice mail system, or divert to an operator or receptionist.

In a phased implementation programme, all of Pick 'n Pay's "old technology" systems will be migrated to Siemens' Enterprise Convergence Architecture HiPath, which the company claims is capable of transition to IP services, virtual enterprise and mobile business applications on demand.

Cost savings on the way Siemens will also install a Proteus, the management software application, which captures and records data on incoming and outgoing telephone calls from the PABX and automatically interprets this into professional management reports.

The Siemens solution is expected to provide Pick 'n Pay with major cost savings and the centralised telephone management system will provide performance statistics and billing reports, which play a vital role in managing traffic volumes and providing billing reports that can be tracked separately across all user groups to each of their branches

Says Clive Dadds, Sales Manager of Enterprise Solutions' Cape Town branch: "Pick 'n Pay is highly customer-focused business. As such, it is investing in sophisticated advanced voice communication servers, such as the Hicom 300H communication servers to set the platform for the future, and also to ensure every call is dealt with professionally.''

Pick 'n Pay saw the need to replace its systems as early as December 2000 when it issued an open tender, which Siemens won. The tender has resulted in the renewing of a long-term relationship agreement between both parties. This latest contract builds on a relationship between the two companies that spans more than 12 years.

"The contract strengthens our partnership with Pick 'n Pay - ongoing for the past 14 years - and sees us well equipped to meet Pick 'n Pay's future needs as it becomes a global player," explains Dadds.

Graeme Laithwaite, a director of Pick 'n Pay, said: ''Our ethos at Pick 'n Pay is to ensure every caller, whether it is a supplier or customer, is treated professionally. We believe the Siemens solution, which integrates into our existing network, meets our needs. Efficient communications systems are at the core of our business.''

Digital Cordless Solutions In addition to system-specific optiset E digital desktop telephones, Siemens, a driver in mobile business, will provide 30 digital cordless handsets, to on-the-move key staff members, including IT support at Pick n' Pay. The technology provides mobile cordless communication with enhanced Hicom features. The system architecture and digital transmission system, based on the DECT standard (Digital Enhanced Cordless Telephony), provides mobility and availability in buildings and premises. This feature offers the mobile user the same flexibility on his mobile phone as he would have on his normal desk phone. This allows staff on the move to be in constant contact with clients at all times.

Sophisticated AC-WIN PC-based switchboards with Integrated Directory facilities will enhance the answering capabilities of the switchboard operators, and ensure all incoming calls are answered efficiently and speedily. The operators will be assisted with the built in and continuously updated directory facility, giving them immediate and correct information about all staff members - at the click of a mouse.

The network of two systems is scheduled to be commissioned simultaneously over a weekend at the end of September 2001 and will bring in a new era of sophisticated digital communications for Pick 'n Pay.