Monthly Archives: October 2014

Case Study: Col Crawford

Tony Hilliger knows his competitors are just a phone call away. Mr Hilliger is the Financial controller at Col Crawford Motors, one of Australia’s
 largest motor dealerships.Founded  in 1967, the company sells and services vehicles from 11 manufacturers.

The dealership is based in the Sydney suburb of Brookvale, with two further showrooms located in the Northern Beaches area and employees 230 people.

Mr Hilliger explained, “Col Crawford Motors represents 11 different vehicle franchises across our three sites. We are constantly adjusting our showroom environments, including moving desks and employees. Our old phone system required expensive cabling changes  to move employees, and forced us to have cabling contractors on-site every month. It was a rigid system that made our lives difficult, and we were burning money whenever someone changed desks.”

To eliminate the need for expensive IT specialists to carry out routine tasks, Col Crawford decided to upgrade to an IP based communications solution. After investigating several successful IP based projects, the management team shortlisted four vendors. At the end of a thorough RFP evaluation process, Col Crawford decided to partner with Mitel and Essential Data & Voice for the project.

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COL-CRAWFORD (1)

Gizmo Relies on Mitel for Faster Growth

21 January, 2009

Mitel®, a leading provider of unified communications, has announced that Sydney-based Gizmo, a provider of in-home and phone-based technical support for a wide range of computer-related technologies, has successfully migrated to a fully fault tolerant Mitel unified communications solution to support the company’s rapid growth and improve the efficiency of their 10 Australian offices and large field services workforce.

Troy Cox, chief technology officer for Gizmo commented, “Gizmo’s goal is to help ordinary Australians, by sorting out the computer problems they run into at home. We are a young company that is growing fast, and need a flexible solution that helps our business grow.”

The core of Gizmo’s business is a contact centre located in its Sydney office. Operating seven days a week with 30 full-time employees, the contact centre handles all incoming customer requests, and provides comprehensive telephone-based support services to Gizmo’s clients.

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GIZMO

Case Study: NSW Institute of Sport

When the New South Wales Institute of Sport (NSWIS) implemented a converged communications solution it quickly discovered it was a powerful enabler of much more than just voice calls. 

“The bottom line for NSWIS was that we needed a network that was accessible from any location, and had sufficient bandwidth and redundancy to carry multiple DVD-quality video streams simultaneously without impacting voice quality,” according to NSWIS IT Manager Greg Baxter. 

NSWIS was created 11 years ago by the New South Wales Government. It is the State’s elite sporting centre of excellence that strives to improve NSW’s representation in national teams and assists athletes to perform at world standard. It currently trains more than 700 athletes who compete in Olympic and Commonwealth Games as well as other sports such as cricket and golf.

Working with Telstra and its partner, Essential Data and Voice, NSWIS kicked off a converged communications project in an effort to allow its highly mobile staff to use their laptops to access email, voice mail and
multi-media.

Koorong Books Spreads the Word with Distributed Mitel IP Telephony Contact Centre Solution

Koorong is a Sydney based retail company, offering more than 100,000 Christian products, including books, bibles, music, videos, giftware and software.
Products are sold via Koorong retail outlets located across Australia, as well as via mail-order catalogue and online sales.

Koorong has successfully deployed an Australia wide IP Telephony solution using several Mitel 3300 Integrated

Communications Platforms, and a distributed 6100 Contact Centre Solution. With approximately 400 staff Australia wide, a distributed contact centre is a key part of Koorong’s business, supporting their sophisticated combined retail, mail order catalogue, and online sales operation.

Robert Bootes, IT Manager for Koorong said, “Our distributed Mitel Contact Centre Solution handles more than 1,000 inbound sales and service inquiries every day, servicing several time zones across a 13 hour work day.”

“Mitel’s solution has given us enormous flexibility in how we allocate our inbound phone inquiries to staff. Staff can now be rostered efficiently across time zones, with calls automatically sent to the best person – regardless of their location. We can now offer much more flexible work conditions to staff, better handle call volume surges, and our productivity has received a major boost.”

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KOORONG