- Manufacturing
- Europe
- Midsize
- Premise
Niko Group
Expensive maintenance by a system integrator, as well as dependency on the system integrator for system adjustments, were the main factors behind the decision to switch to another solution. The companies also had a great need for additional functionalities in telephones. The objective was to create a virtual European contact centre that would also be available on the usual numbers outside normal office hours without employees having to be at the office.
At a Glance
Niko Group faced challenges with their outdated analogue telephone exchange, including limited flexibility, time-consuming creation of internal direct lines, and expensive maintenance. They needed a solution that would enable them to create a virtual European contact center for increased availability and provide advanced functionalities for their employees.
Goals
To overcome these challenges, Niko Group sought to implement a new IP telephony system. They aimed to enhance communication efficiency by improving internal communication processes and streamlining call management. The company also wanted to improve customer support by establishing a virtual European contact center to enhance availability and responsiveness. Cost optimization was another goal, focusing on reducing the cost and complexity of managing the telephone system. Finally, Niko Group sought a scalable system that could accommodate future growth and expansion.
Results
With Mitel, Niko Group was able to establish their virtual European contact center, enabling increased availability for customer support and extending service beyond office hours. Employees gained the ability to log in from different Niko Group sites using personal telephone numbers and facilities, increasing flexibility and mobility. Unified messaging capabilities, through the integration of voicemail into Microsoft Outlook, streamlined communication and improved efficiency. The company also reduced its reliance on external system integrators, resulting in cost savings on maintenance and adjustments. Overall, the new system provided greater flexibility, scalability, and cost-effectiveness.
“Most other suppliers we talked to had an IT-based approach, while Mitel offered a total solution that we can manage ourselves without any problems. Thanks to the scalability of Mitel’s IP telephony system, Niko Group will be able to effortlessly add new IP phones to the system in the coming years.”
- Robrecht Paridaens. ICT Director, Niko Group