Yanmar America Jump Starts VOIP System with IP Office

Yanmar America didn’t have a choice when it came to upgrading its aging VOIP systems. Its legacy solution was, quite simply, at the end of life and lacked essential features like call center and call reporting functions. The multinational engine manufacturing corporation also needed to support mobile executives as they traveled overseas.

It was time to send the legacy system to the scrap heap and bring in VOIP that would grow with the business, and with that in mind, Yanmar America’s IT team chose Avaya IP Office, one-X Mobile, 9608G IP Deskphones, and B179 Conference Phones. This completely new telecommunications engine addressed:

  • Replacing the end-of-life legacy hybrid VoIP telephony solution. The existing system was difficult to support, and any customizations–like changing the display–required the IT department to get involved.
  • Implementing call center and call reporting functions. Having these functions would make it possible for Yanmar to provide parts and service to existing customers.
  • Introducing mobile capabilities. Frequent travelers needed the ability to forward desk calls to their mobile phones, and the company also needed a solution that could cut back on international roaming charges.
  • Scaling with the business. Yanmar wanted to be able to buy licenses by single seats as the company grew.
  • The need to keep faxing. Most solutions had discarded faxing along with eight-track tapes. But faxing is still important for parts and service orders.

Yanmar and Avaya deployed the new system in parallel with the old, a huge help for testing purposes and staying on top of user registrations. The cutover took place on a Friday night, beginning at 5 p.m. By 9 p.m. that same night, the IT team was headed home for the weekend, and on Monday morning, the users had their new phones already programmed and ready to use. Some of the immediate benefits of the new system include:

  • Improved company morale and reduced IT support time. Users loved being able to change their ringtones or customize their phones from a Web-based interface, all without having to call IT.
  • Crystal-clear call quality. Even in 75-seat conference rooms, the Avaya B179 conference units pick up presenters at the front of the room. The call quality has also helped with language nuances, reducing the number of times call participants have been asked to repeat themselves.
  • Reduced roaming charges. With one-X Mobile, users are forwarding desk phone calls to their cell phones, and while traveling, users find WiFi hotspots and use one-X to make calls. The company has significantly reduced its $100 to $200 per trip roaming expenditure, a significant savings for the 40 or so employees who regularly travel overseas at least once per month.
  • $23,000 saved annually on third-party consultants and VoIP hosting.

“We won’t be challenged with an end-of-life, end-of-support issue or predicament like we were with the old system,” said Brian Williams, IT Manager, Yanmar America. “We’re confident it will be here tomorrow and well into the future, and that we have a solution in place that will grow with our business.”

Click here to read the full case study from Avaya.

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