ÜBERBLICK

In Belgium, VMG needed uniformity. Through several acquisitions, VMG grew rapidly, but this simultaneously resulted in using various disparate legacy phone systems that were time-consuming to manage. Each site operated independently with no centralized phone platform, contact center, or reporting. VMG needed to offer a more reliable, flexible customer and user experience. Updating their communications technology could centralize and improve multiple functions and provide their customers better service. 

ZIELE

Mitel’s work with the Belgian arm of VMG came from two directions: a successful experience in the Netherlands and recently acquired Belgian locations already using Mitel solutions. VMG began researching a new communications platform that would help them long-term, focusing on implementing a customer contact center. Based on the strength of the Mitel solutions and existing relationship, VMG in Belgium officially deployed Mitel as their sole business communications provider in 2019 with the help of ICT integrator BKM-Orange.

As a Mitel Platinum partner, BKM-Orange is experienced in dealing with Mitel technology and customer contact centers. VMG and BKM-Orange also have a history. BKM-Orange contacted the group’s management as early as mid-2000. To this day, BKM-Orange is still the trusted advisor for all unified communications and collaboration solutions within VMG in Belgium. They offer them a complete managed services package with a dedicated Project Manager and engineer who starts new projects and adjust when necessary.

RESULTATE

After consulting the Mitel and BKM-Orange teams, VMG Belgium decided that a redundant MiVoice Business solution in combination with the MiContact Center solution provided the agility, security, and scalability of a private cloud solution with one single communications instance. Up to 60 sites and 400 users are now connected to the MiVoice Business solution. More than 120 customer-facing employees at several of VMG’s leasing companies are enrolled in the MiContact Center solution. This allows them to streamline the communication process by intelligently organizing and quickly routing calls and incoming media like texts and photos to the right company, car brand, and agent. All agents use a centralized business reporting tool that improves business processes and customer satisfaction. 

Consideration was also given to employee mobility within VMG. The introduction of unified communications gives the employees more flexibility for remote working. The MiCollab application offers users everything they need in one place. They no longer need to switch between multiple apps as they have a single application for voice, video, messaging, presence, audio conferencing, mobility, and team collaboration. Each location installed a Mitel DECT phone mobility solution so employees in garages can make internal calls without the need to be at a desk or in an office.

The different Mitel solutions ensure that VMG can offer their customers a direct and complete response. Whether the customer contacts them to purchase a new car, a repair, leasing, or tire change, integrating the Mitel MiVoice Business and MiContact Center platforms provides performance and business continuity. VMG continues to grow fast, creating the need to implement at different sites quickly. The telephony solution will soon be moved to a data center in Brussels and Antwerp. Activating new users and new workflows will be even faster and simpler.