Integrity, innovation and partnership are three of Powerco's core values.  By partnering with Hitech Solutions and updating to leading-edge Trixbox technology, Powerco has successfully made the transition to new generation telecommunications to ensure the reliability of its networks.

Background

Powerco is New Zealand's second largest energy distributor, with more than 410,000 customer connections for gas and electricity. With their Head Office based in New Plymouth and regional offices in Lower Hutt, Palmerston North and Mount Maunganui, Powerco serves the upper-central, central and lower areas of New Zealand's North Island. As a 24/7 company with major responsibilities, reliable telephony is vital for Powerco. When storms bring lines down or earth works cause a ruptured gas pipe, repair technicians need to be despatched as quickly as possible. Everything hinges on communications getting through.

Acknowledging the importance of reliable telecommunications, Powerco recognised that it was time to update its technology. The age of the incumbent Alcatel system was evidenced by a growing bill for repairs. Powerco also had some reporting requirements that could be supported by a shift to new technology. Powerco issued an RFP (request for proposal) and Hitech Solutions' Trixbox proposal made the short list. Danny Tomsett, [title] at Hitech, believes that being able to properly demonstrate the Trixbox solution was key to Hitech winning the business.

'We flew to New Plymouth and demonstrated how the Trixbox would work in their environment,' said Danny. 'Powerco executives were able to see it operating and we had the opportunity to show them how it would support their business both now and in the future.'

 

Implementation

Having won the business, Hitech Solutions' next challenge was implementation in a tight timeframe. Mike Gibbs, Telecommunications Specialist at Powerco, described the task as putting a six-month project into a three-month timeframe. There was no time to test and trial, implementation would have to be faultless. 'We went straight from installation to commissioning, and we met our target date,' said Mike. 'It required a huge commitment from the Hitech installation team, as well as from our own people. Interaction between the two teams was very good. There were a few little hiccups, but no major showstoppers.'

As a hybrid-hosted solution that supports both landlines and VOIP, Trixbox gives Powerco the control and flexibility it needs for reliability and cost control. At this stage, Powerco is using Trixbox with Telstra landlines, but further down the track the IP capabilities of the solution will be employed. Powerco has four Trixboxes deployed across the company. The units in New Plymouth and Wellington support essential call centres.

 

User Experience

Mike Gibbs reports that the Trixbox telephony solution is working very well since it was deployed in mid-July 2009. There were only minor issues and they were quickly sorted by Hitech Solution's technical team. 'When Hitech say 24/7, they truly mean it. Even on the weekend, we can get hold of someone within three minutes,' said Mike. He went on to say that the new system was already saving money because Hitech Solutions has an all-inclusive per-extension charge. With the old system, there were additional charges every time a phone needed service. 'The flat charging takes our billing challenges away. Now costs are really easy to forecast and manage.'

 

Highlights

• There are no surprise costs. With Powerco's previous telecommunications vendor, every phone problem came with a service charge and additional charges for on-site visits. Hitech's all-inclusive per-extension charge supports better cost management.
• Updates are automatic and free of charge. Trixbox comes with lifetime licensing, so new features can be downloaded and implemented without any cost concerns. Powerco will always have the benefit of the latest Trixbox enhancements and upgrades.
• Trixbox offers advanced reporting. Powerco's administrators can analyse real-time call logs for all extensions using powerful search and filter parameters. Also, Trixbox supports the specialised reporting required of an energy distributor.
• Powerco's call centre teams have new features to lift their service levels, such as skills-based routing, call recording, call barging, monitoring and detailed graphical reporting.
• Trixbox's open source platform means Powerco no longer has to depend on a single supplier for telephony hardware. The world of open-source applications is open to them.