Why Move to Voip – a Case Study
Introduction Presto International UK Ltd, a prestigious supplier of premium engineering cutting tools, has been a trusted partner to industry professionals since 1843. With offices in Sheffield, Singapore, Dubai, and China, and a strong network of distributors across the globe, Presto International provides high-quality products, including HSS and carbide drill bits, threading tools, and solid carbide burrs. The company has earned a reputation for its outstanding technical support and expert advice. However, as Presto International grew and expanded its global presence, the limitations of its aging on-premise phone system became apparent. The system, which had been sufficient for the early stages of the business, was no longer able to support the company’s evolving communication needs. This case study explores the challenges faced, the decision to transition to a VoIP system, and the impact of this upgrade on their operations. Challenges Faced with the Old System Specific Pain Points: While the on-premise phone system had worked well in the past, as Presto International expanded its operations globally, it started showing significant limitations. One of the most frustrating challenges was communication delays, particularly with international teams in different time zones. During critical product launches, communication breakdowns between the UK and overseas offices led to operational disruptions and delays in customer support and order processing. Additionally, the old system was prone to technical failures, resulting in unexpected downtime. This impacted productivity, causing frustration among staff members who relied on the phone system to perform daily tasks efficiently. Maintenance costs also began to pile up as the system aged, further highlighting the need for a more reliable and scalable solution. The Decision-Making Process Initial Hesitations: Initially, there were concerns about the potential costs associated with switching to a new system and the learning curve involved. Presto International had been using the on-premise system for years, and moving away from it felt like a big leap. However, the drawbacks of the old system — such as poor scalability, high maintenance costs, and the inability to integrate with newer technologies — outweighed the risks of making the switch. It became clear that adopting a VoIP system would bring substantial long-term benefits. Research and Evaluation: Presto International thoroughly researched several VoIP providers, comparing features, pricing, and support options. The company was looking for a solution that would provide cost-efficiency, scalability, and the ability to integrate with their existing business tools. After evaluating various options, they selected a VoIP provider that offered advanced call management features, a user-friendly interface, and robust customer support. The VoIP system was also chosen for its ability to seamlessly support remote working — an increasing need as more employees worked from home or on the go. Ultimately, the decision was made based on the system’s flexibility and potential to future-proof Presto International’s communication infrastructure. The Transition Process Installation Timeline: The installation of the VoIP system was completed in a single day, which minimized disruption to the company’s daily operations. Our engineers, Matt Dyson and Harley Audin, led the process and ensured that everything was set up seamlessly. They not only handled the installation but also conducted comprehensive training for the entire staff on how to use the new system effectively. The quick turnaround ensured that the team was up and running without any significant downtime. Installation of PoE Switch: AfterBefore In addition to installing the VoIP system, we also upgraded the company’s network infrastructure by replacing the existing phone system with a Power over Ethernet (PoE) switch. This allowed the phones to be powered directly through the same network cables used for data, eliminating the need for separate power leads. The PoE switch streamlined the setup by reducing cable clutter and providing a more efficient, consolidated solution for powering and connecting the phones. This move was particularly beneficial for Presto International’s office space, where multiple phones were required across various desks. By eliminating the need for additional power adapters and simplifying the wiring, the PoE solution made the system more flexible and future-proof. Employees now had a cleaner, more organized workspace with fewer cables to manage. Employee Training: The training session was designed to be thorough yet efficient, ensuring that employees could quickly get accustomed to the new system. The user-friendly interface of the VoIP system helped ease the transition, and the in-depth training provided by Matt and Harley ensured that every employee, from remote workers to those in the office, felt confident using the new technology. Unexpected Wins or Challenges: One of the unexpected benefits during the transition was how quickly the team adapted to the VoIP system. The system’s intuitive design and smooth integration with existing tools made the adjustment seamless. The ability to access phone lines remotely, for instance, proved to be an immediate game-changer, especially for employees working from home or on business trips. While there were initial questions about the setup process, the support from Matt and Harley ensured that any concerns were quickly addressed. Results and Impact Quantifiable Results: Since the VoIP system was installed, Presto International has experienced several key improvements. Reduced Downtime: The company saw a 30% reduction in phone system downtime compared to the previous on-premise system. Cost Savings: Annual phone costs were reduced by 25%, thanks to the predictable, low-cost monthly VoIP rentals compared to the previously high maintenance and repair fees. Increased Productivity: Communication between international offices became more reliable, contributing to a 15% increase in overall productivity. The enhanced system allowed employees to collaborate more efficiently, resulting in smoother operations across teams. Improved Customer Service: The system’s advanced call management features allowed the customer service team to better manage inbound calls and resolve issues more quickly, leading to enhanced customer satisfaction. Long-Term Impact: The VoIP system has positioned Presto International UK Ltd for continued growth. As the company continues to expand its global footprint, the VoIP system’s scalability ensures that communication infrastructure can easily grow with the business. Whether it’s adding new lines, supporting additional remote workers, or integrating new features, the VoIP system offers the flexibility needed to meet
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