Background

Snell Packaging & Safety Ltd is the leading distributor of packaging supplies and safety products in New Zealand. Operating for over 40 years, the company is 100% privately owned and represents around 140 suppliers in both New Zealand and international markets.  With a 100+ team across four sites (Auckland, Hamilton, Wellington and Christchurch), a $60 million turnover and more than 5000 business customers, Snell is a progressive business that understands the need to evolve.

Recognising that the incumbent PABX was approaching the end of its life cycle, Snell's management team were looking for a robust new telephony system that would harness the benefits of VOIP and align with the company's philosophy: "Having an eye to the future and welcoming new technology". Their wish list included a flexible data network, an IP phone system with virtual call centre ability and good support.

Mark Netten, Group Director at Snell, was finding that traditional phone system providers didn't really understand data networks that carry voice traffic. The outlook improved considerably when he had a meeting with Hitech Solutions. "Not only did Hitech understand data networks, they had a solution that could provide just what we wanted", said Mark. "An important criteria for us was the ability to operate a 'Virtual Call Centre'. We wanted a system where customers calling from any geographical location would not find themselves in a queue while waiting for assistance from personnel in the same location." Snell accepted Hitech Solutions' proposal, which centred on the Trixbox Pro IP phone system.

 

Implementation

At the time Snell agreed to the Trixbox solution, Hitech had already implemented some sophisticated hybrid-hosted systems for New Zealand companies.  "This demonstrated that Hitech was able to manage quite complicated deployments and meet the needs of large businesses", said Mark Netten.

Mark was also impressed with Hitech's professional demo suite, which lets potential clients see exactly how the Trixbox system works.  "Hitech are a professional company using a professional demo suite, which illustrates commitment in terms of investment." While not without a few little hitches, implementation of the new system went smoothly. Mark Netten was pleased with how things worked out: "Doing any deployment is not a bed of roses, but Hitech were committed to making it work and finding solutions. I doubt other phone companies would want to go the extra mile."

 

User Experience

The new Trixbox phone system has enabled Snell to improve customer service because calls can be directed throughout branches in Christchurch, Auckland, Wellington and Hamilton. Also, the Trixbox system has been integrated with Snell's CRM (customer relationship management system), so that operators get an onscreen view of who's calling. Mark Netten also likes how call centre activity can be easily monitored. "Our national call centre manager can see everything that's going on in the call centres across the country. The previous system was neither dynamic nor visual. Now there is good visual representation of what's happening, which is helping to make our call centres more efficient. This phone system creates a more seamless, integrated call centre across all sites."

Another benefit for Snell is the ability to use the internet for voice calls. This benefit will allow the new phone system to pay for itself by reducing the company's monthly telecommunications spend. Snell is saving up to 50% on their monthly telecommunications costs. The unlimited support provided by Hitech, which is covered by a flat monthly charge, has really impressed Snell. "The backup service has been excellent. Previously, in my experience, telephone providers have not been responsive or honest about what they are going to do about problems - you never hear back from them, and you have to get grumpy to get action!"

Mark Netten says the Trixbox phone system has proved scalable, hardened and reliable. It has exceeded expectations and he expects that Snell will still be using the Trixbox system in 10 years time. "As technology changes, Hitech Solutions will be continually adding new features that we need".

 

Highlights:

• A faster data network.
• The best of both worlds - VOIP calling  for inter-office, intra-office and international calls; the clarity and quality of PSTN for national and customer calls.
• Operation of a virtual call centre that enables call centre agents to work remotely and even to take calls on their mobile phones.
• Upgrading of the system is continual. Software updates for both the operating system and Trixbox Pro are pushed out automatically, which means that bug fixes, updates and security patches are delivered without any disruption to phone systems.
• Quality handsets are easy to source, because Trixbox can be used in conjunction with any open source hardware.
• Proactive monitoring ensures quick disaster recovery. If anything goes wrong with the system, Hitech Solutions' data centres have a mirror image allowing them to upload all of the user's settings and restart quickly.
• Fonality for international back up. Beyond Hitech Solution's 24x7 local capacity, Trixbox is supported by Fonality's USA-based engineering resource.