Voxivo from Foehn:
Case Study Communique Promotions
Looking to the cloud
One glimpse at their web site or a quick chat with their team tells you immediately that Communique is no ordinary company. Twenty-seven years in business and still with market-leading creativity at the core, the business thrives on customer service, meeting deadlines and keeping close collaboration on highly coordinated events across the world. There’s no room for error – flawless communications are essential.
Against this intensively busy background, Communique found themselves with a telephone system for which the contract had expired and support was no longer available. Being a forward-looking business, Communique took the opportunity to replace the existing office-based PBX system with a cloud phone system. Over the past ten years, cloud delivery of voice and other communication applications has brought vast improvements and cost savings to phone system ownership and has transformed the way businesses are able to enhance productivity, employee collaboration, customer engagement and system management.
It seems a logical step and, as Communique was to find out, a very simple process. However, it is surprising to witness the number of smaller businesses today that wrongly perceive a change of phone system as disruptive or mistakenly fear the technology will be complex to manage and operate. On both scores, a conversation between Foehn’s experts and Communique’s management put their minds at rest and clarified not just the business benefits at hand, but also the opportunity costs and competitive downside of not making the move.
With an existing fibre connection in place, Communique’s decision to go with a VoIP phone system not only made better utilisation of the bandwidth investment but also meant that deployment would be a simple ‘plug and play’ process. Cloud also offered the prospect of simple scalability beyond the 15 handsets in place, should new employees or even a new office be planned for this growing organisation.
Foehn Voxivo – Powerful and simple to use
Foehn’s VoIP phone system, Voxivo, addressed all Communique’s immediate requirements and longer-term plans. The range of functionality for intelligently routing calls, twinning office and mobile handsets and video conferencing brought efficiencies and improved collaboration to many working practices. In particular, the reliability and simplicity of the conferencing feature has transformed remote working and given the busy team members easier access to clients when time and opportunity preclude a personal meeting.
With a ratio of about 50:50 inbound and outbound calls, often dealing with client issues, Gary Warland Commercial Director & Financial Controller at Communique explains his reasons for choosing Voxivo.
“With the range of functionality offered by Voxivo, our requirements for client-sensitive capabilities, like call routing and queuing, are more than adequately covered. Voxivo takes our responsiveness, collaboration and quality of customer service a huge step forward and, at the current time, the system fulfils all the communications tasks we need, and more.”
In addition to operational capabilities, price and value for money were also important differentiators that secured Communique’s decision to invest in Voxivo. “We compared Voxivo with one of the big-brand cloud systems and there was a significant advantage in what Voxivo delivered for the price,” added Gary. “Of course, that value comes on top of the well-known financial benefits of cloud services by way of zero maintenance costs and negligible capital outlay. The Foehn guys were helpful and transparent in demonstrating how this contributed to the total cost of ownership and how the cost-per-user pricing added a risk-free and flexible approach to the investment decision.”
Keeping management simple
Following a simple deployment session taking less than half a day, the new system was operational instantly, without disruption and without interfering with ongoing business. At the same time, the Communique team has readily taken-on self-management of the user features through Voxivo’s mobile friendly user portal. Employees have been supported in the configuration of voicemail, mobile twinning, inbound settings and call management.
Equally, Gary has experienced the simplicity and time-saving that Voxivo makes available to the system supervisor. “Voxivo incorporates a beautifully designed and intuitive management portal that makes control and configuration of system settings simple and achievable in-house. I can now control DDIs, call schedules, dial plans and provisioning, all without the need to call an engineer. That saves money but, more importantly, it saves time.”
Gary summarises: “I’m sure Foehn’s technical support is as good with well trained staff. The fact is that I’ve never had to call them. That’s true testament to the self-service capabilities it offers. However, I know that their expertise is there when I need them”