C.R. Kennedy

Case Study

Surecom’s solution improves CR Kennedy customer responsiveness & reduces call costs by 35%

CR Kennedy is Australia’s foremost importer and distributor of photographic, medical, surveillance and survey equipment.  With a head office and main warehouse in Melbourne, C.R. Kennedy has offices and warehouses in Sydney, Perth, Adelaide, Brisbane and Auckland.  The company sells, supports, services and provides training in the use of a diverse range of well-known brands including Leica Geosystems, Riegl, Pentax, Myzox, LG, Xion and Sigma.

Challenge

Mounting call costs and disparate phone systems at C.R. Kennedy were impacting the IT department’s workload and staff productivity. It was when the phone system in the Brisbane office started to fail and critical customer calls were not always getting through, the company went to market to find a technology partner.

Solution

Using Avaya IP Office phone systems, Surecom designed, configured and implemented a telephony network which connects all offices across their WAN – staff use this for inter office calls rather than making standard calls.  Using highly configurable call flows and intelligent call routing, teams in the sales, customer support and technical services departments are seamlessly linked. Customers call one number and are routed to the appropriate department or person with ease.

Surecom and C.R. Kennedy worked hand-in-hand to ensure the solution was deployed seamlessly across all sites.  To tailor the solution to C.R. Kennedy’s specific needs, a Surecom project manager worked closely with C.R. Kennedy’s IT department to understand how they operate, surveying the existing infrastructure and drawing up plans. 

“Surecom have been our telecommunications partner since 2004. Our longstanding relationship with them is testament to the quality of their solutions and the service they provide us with.” David Schar, IT Department

 Benefits

The introduction of a single IP based telephone solution means C.R. Kennedy no longer makes STD calls between offices which has reduced phone bills by approximately 35%. Importantly, as a customer-focused company, C.R. Kennedy can be confident that calls get through to the right staff and customers are taken care of—resulting in more sales, better customer service and greater productivity.

A standardised telephone solution across all offices has also made it possible for the IT department to centrally manage the phones, call flows and voicemail configurations across all sites. Comprehensive staff training and the simplicity of Surecom’s solution mean that C.R. Kennedy staff can independently use and manage the systems without relying on a technical support team every step of the way.

Surecom continues to maintain and support C.R. Kennedy’s telephone solution, helping to ensure business continuity.

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