Fonality Case Study - Well Done International

Contact centre features and uptime help company thrive.

In the contact centre environment, the performance of a business' phone system determines not only client satisfaction, but can also impact how consumers perceive the reliability of the wider company.

Historically, line quality and percentage uptime were the two key attributes to look for when selecting a communications solution. However, now decision makers are increasingly becoming more aware of how technology can improve their customer support processes. Norm Potter understands the demands of the contact centre inside out. As managing director of Well Done International, an industry leading Australian contact centre with answering facilities in New South Wales, Victoria, South Australia and the Philippines. Mr Potter recognised that the flexibility of a hosted private branch exchange (PBX) would ultimately enable his company to provide greater service. He has been using Fonality solutions since 2006, and currently has PBX servers in Well Done International's Sydney and Melbourne data centres, which back each other up in real time.

“Fonality has been a key partner in our growth, assisting us at every stage. The company has provided 24 hour technical support, fast equipment supply, and training as required.”

- Norm Potter, Managing Director

The importance of scalability.

Given the fluid nature of the contact centre sector, Mr Potter needed a communications solution that could grow with the company. Perhaps more importantly, expanding needed to be a quick and easy process, without needing to invest substantial amounts of capital into maintenance or new infrastructure every time he wanted to add seats to a centre. "Essentially, we needed a phone system that would grow with the company's growth, but without reinventing the wheel," explained Mr Potter.

Reliable, robust and ready for action

It goes without saying that uptime was another key concern for Mr Potter, considering the sheer volume of calls that the company processes on a day-to-day basis. "Reliability is paramount for us. At Well Done International, we deal with thousands of inbound calls from various customers. “This includes emergency calls and other time-sensitive inquiries, so we needed a phone system that could provide us with 99.99 per cent uptime." Fonality's phone systems have enabled Mr Potter to route hundreds of VoIP lines into Sydney and Melbourne through a highly secure internal VoIP network, where the calls are directed to different centres based on staff skills, customer profiles and call volume.

A phone system that can improve company processes

As with any modern business leader, bettering internal processes is always high on the agenda for Mr Potter, and he recognised that Fonality's phone systems could help improve the company. "Having a service manager operating in real time was a vital part of our decision. Fonality's fabulous Heads Up Display (HUD) capability met and exceeded our demands, and today it's our most valued feature." In addition, thanks to versatile features such as call recording, monitoring capabilities, statistics reporting and a strong internal communications network, Mr Potter was ultimately able to help his team achieve better customer service by revamping processes from the inside out.

"Fonality has been a key partner in our growth, assisting us at every stage. The company has provided 24 hour technical support, fast equipment supply, and training as required. I would without reservation recommend Fonality both as a company to deal with and as a supplier of excellent phone solutions."