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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
Insurance Company
Maintains Personal Customer Contact with Samsung
Company Profile
EIG Ansvar is one of Australasia's premier niche insurance
companies. Specialising in insuring places of worship and
community groups, the company has always placed particular
importance on personalised customer contact. Every customer
call is answered by a person, not a computer. The ability
to fulfil this promise more efficiently was at the core of
their requirements for a new business telephone system. Samsung
was able to provide a solution which has improved not only
the customer contact experience, but the businesses' in-house
communications as well.
Network Diagram
Meeting the Challenge
"Effective communications is imperative to our business,"
says Trudi Reeves, EIG Ansvar Project Officer/Analyst and
Project Manager for the new communication system's development
and rollout.
"We operate to a de-centralised model with offices in
Melbourne, Sydney, Adelaide, Perth, Brisbane and Auckland,
with customer contact points in each of those sites. More
than 80 per cent of our customer communication is via the
telephone. So, we need a telephone system that is reliable,
fully featured and gives us flexibility into the future."
Trudi says that the old EIG Ansvar system was cumbersome
and inefficient. "Each site had a different system with
different capabilities ranging from sufficient to archaic.
We needed to get everybody onboard with a common system that
had benefits for us around our offices, for our customer contact
staff, for our intermediary sales agents and for our customers."
The policy of answering each customer call personally had
its functional drawbacks. Trudi says that the old system meant
engaged signals and bottlenecks which were anything but customer
friendly. "The new system had to overcome these hurdles
and provide functionality specifically in the areas of program-ability,
monitoring and reporting, and overflow management," she
explains.
The Samsung Solution
After conducting a thorough tender process, EIG Ansvar decided
on a Samsung system solution devised by Samsung Communications
Centre in Melbourne. EIG Ansvar went live in September 2005
with a networked platform of OfficeServ 500 units in each
of its offices, featuring VoiceOver IP and Dataview software
at their head office in Melbourne.
The Samsung OfficeServ is a powerful, fully featured voice
application with comprehensive IP capability. OfficeServ products
have capacity of up to 600 extensions and are ideal for organisations
which have remotely located branch offices. The new range
of IP telephones are designed for ease of use - incorporating
features such as navigation keys, user interface screens and
built-in phone books - as well as providing traditional business
communication features.
The Samsung solution was chosen, says Trudi, because it offered
a combination of innovation, quality and value. And, she adds,
the results have been impressive.
The Results for EIG Ansvar
"We're seeing quantifiable and qualifiable benefits
already. The improved handset functionality, for example,
allows each person better manageability of time and calls,
they are easy to use and pretty simple to program," says
Trudi Reeves.
"The customer contact points are working better and
taking more calls, and we have no more bottlenecks for customers.
While these groups are small, they process large volumes of
calls, so now we can get the caller to the right person more
efficiently. The OfficeServ also gives us improved monitoring
and reporting functionality which makes performance management
a whole lot easier."
As far as call costs are concerned, Trudi explains that while
the volume of internal calls has actually increased, the business
is reporting a 65% reduction in the cost of calls between
their offices. EIG Ansvar's connected network allows their
130 staff in 6 offices to make internal calls over a virtual
private network (VPN) of secure channels through public networks.
Wherever they are, staff share selected features across the
network and can access centralised functionality - from simple
call forwarding and call transfers to advanced features such
as centralised operator services, voice mail, automated attendant
and automatic call distribution
"And the Dataview software in Melbourne means greater
flexibility of reporting on core groups and gives us access
to real time information - its great for team leaders,"
explains Trudi. "We may just roll this out to our other
offices in the future."
And not only is the actual system delivering, Trudi says
that dealing with Samsung was a professionally satisfying
experience. "Samsung sales and implementation teams were
always clear about what their capabilities and limitations
were," says Trudi. "In this day and age it can be
difficult to find a provider who doesn't over promise. But
we're pleased to see that the system is working to our expectations."
The Future
EIG Ansvar has no immediate plans to expand the system. "We
need to give it time to bed down and to maximise the potential
of its capabilities at this stage" says Trudi. "But
we're happy with the results so far and I would recommend
Samsung to any business of our size with our sorts of requirements."
Key Business Benefits
o More efficient handling of calls to customer contact staff
o Vastly improved communications capability between sites
o Free inter-site calls across the IP network with full feature
transparency between sites
o Centralised voicemail system and automated call handling
o High-quality call management capability, allowing access
to live call data and detailed management reports.
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