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Insurance Company
Maintains Personal Customer Contact with Samsung
Samsung deliver
IP communications to Major Courier Company
Car Dealership
and Samsung – A Business Communication Partnership that
takes the Chequered Flag!
Air Met Breathes
Better with Samsung
The Numbers Add up for Vincents Chartered Accountants
Samsung deliver IP communications
to Major Courier Company
Company Profile
This company is a premier courier company that services businesses on the eastern seaboard of Australia.
They have two sites in Melbourne including their head office and
operations centre, a branch office in Sydney and smaller offices
throughout regional Victoria. They have approximately 80 employees
across these sites with some 70 owner drivers servicing their needs.
The Situation
The company identified a major need to improve their customer
service operation and reduce their communications costs between their
offices. With separate telephone systems at each site their ability to
communicate effectively between their offices was very limited. When
customers rang into the head office but wanted a person in a different
office they couldn’t easily transfer the call, they had to ask the
customer to hang up and dial a different number. This was a frustration
for both themselves and the customer.
Their internal communications between offices were continuing to
increase with this expense alone being $2000 per month. They needed a
solution that firstly was going to improve their customers interaction
with them and secondly reduce their internal communications cost and
their own employee experience.
This solution would require their communications to be transparent across their sites to achieve this desired outcome.
The Solution
Samsung Communications Centre in Melbourne, Samsung Communications
major partner identified the courier company’s needs for transparent
communications across all their sites and therefore proposed to network
these sites with Samsung’s Internet Protocol (IP) solution.
This involved the installation of Samsung’s flagship
communications system the OfficeServ500 at both Melbourne locations and
an OfficeServ100 in their Sydney office. Each of the systems had the
capability to be linked with each other via an IP network. The company
setup a 512k symmetrical data link between each of their sites allowing
enough bandwidth to sustain the amount of IP traffic generated across
their network. Of the many benefits and opportunities this opened, it
allowed them to transfer calls easily between sites and also view the
availability of all extensions at each site.
A centralised voicemail was also installed at the main office
that gave the same functionality to all users across the network as if
they had a separate voicemail at each site. They had a total of 43
digital extensions across their branches and with the Samsung systems
they have ability to expand quickly when the need arises.
The Success
The company has experienced some huge benefits from the
installation of the new Samsung system. Now that staff can make
internal calls via their networked systems the normal flagfall and STD
costs have been dramatically reduced to the point where the original
$2000 cost for these calls are almost negligible.
This has enabled better handling of staff levels and has reduced
costs through more efficient use of time and increased productivity.
The benefits have been visible across the entire business.
The biggest improvement has been for the customer. With the
transparency of their communications system the customer can be
transferred efficiently to the correct department or person without
having to make a separate call as originally required. This can only
benefit the company’s growth of the business. The centralised voicemail
also reduced capital costs and improved their systems administration
efficiency by not having to manage three separate voicemail systems at
each site.
The Partnership between the courier company and Samsung
Communications Centre – Melbourne has seen a great improvement in the
company’s communications across their business and with their
customers.
Courier Company’s Network diagram
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