Team engagement is the magic that happens when everyone in your workforce is connected effortlessly to the mission, to each other and to customers. When it works you feel it in your culture and on your balance sheet—and your customers feel it most. Barriers disappear. Productivity rises. Our team engagement solutions get you there.
Customer Experience & Contact Center
Today’s customer relationships are ongoing conversations that unfold across time and channels. Phone, video, email, chat, social: It’s all one integrated omnichannel now. Done right, seamless execution pays off in increased revenue and higher lifetime value of customers. Our customer engagement solutions make it possible.
"While we were confident that Avaya would meet all our business requirements, we thought they’d be well above our budget. But Avaya was, surprisingly, very affordable."
YANMAR AMERICA TURNS TO IP OFFICE TO REPLACE AGING VOIP SYSTEM
New Solution Provides Morale Boost for Engine Manufacturer
Technology needs to grow and evolve as a company expands, but for Yanmar America Corporation, its former hybrid Voice over IP (VoIP) solution couldn’t grow for a simple reason: it was at the end of its life. Call center and call reporting functions were non-existent, making it hard for the company to provide post-sales customer support. Providing service and parts to existing customers is a big piece of the business, and the old system simply couldn’t support it. Lastly, with a mobile workforce that traveled to Japan, mobile features and functionality were needed.
Yanmar America wasn’t thinking, “If we upgrade.” It was a resounding when. For end user, the client and user interface was anything but simple. For the IT department, the existing system was difficult to support, and any customizations from end users, like changing the display, required IT department involvement. So, in addition to call center and call reporting functions, Yanmar America was looking for a business communications solution that was intuitive enough so that users could customize their own phones, provided mobile capabilities, and could scale up with the company as it grows.
Because the new phone system would need to support new functionality as well as old, the IT team at Yanmar America began its search for a flexible solution with mobile and in-office capabilities that would be easy to deploy and support. It concluded that its new system would need a centrally-managed web interface, as well as options for deployment, to meet its growing needs.
Replace end-of-life legacy hybrid VoIP telephony solution
Implement call center and call reporting functionality
Introduce mobile capabilities
Improved company morale
Crystal-clear call quality
Hours saved on IT support
Reduced roaming charges
Call center and reporting functionality
$23,000 saved annually on third-party consultants and VoIP hosting
Keeping the Old While Introducing the New
Yanmar America’s IT team began a search for a new platform that met its scalability and functionality. Unlike many industries, manufacturing still receives a lot of its orders and service requests via fax. That immediately ruled out a swath of vendors that didn’t support faxing in any form without requiring third-party add-ons. Yanmar America wasn’t confident that a third-party component would work the way it needed. It was a surprise to Brian Williams, IT Manager at Yanmar America, because faxing was such an integral part of the company’s operations. But most solutions seemed to have abandoned fax machines as if they were eight-track decks.
Scalability also proved to be an issue when vendors put in their bids. Yanmar America wanted the ability to add and upgrade existing licenses by single seats or in seat license blocks, but most required the company to purchase increments of 25 or 50. This often felt like throwing money away, because the company didn’t always need to increase its user licenses by that much.
Ultimately, the solution that met Yanmar America’s needs was Avaya IP Office with the Avaya one-X® mobile client, which not only offered flexibility and scalability, but also met the company’s faxing, call center, reporting, and mobility requirements. “We originally thought we’d bring in Avaya to provide us a company policy-driven second or third solution bid. While we were confident that Avaya would meet all our business requirements, we thought they’d be well above and beyond our budget,” Williams says. “But Avaya was, surprisingly, very affordable. We were thrilled.”
Priming the Implementation Pump for Smooth Takeoff
Once the contracts were signed, Avaya sent a team to Yanmar America to build a deployment plan. The team worked around the company’s time frame and schedule, and was on-site for testing and deployment. Avaya’s engineers set up IP Office parallel to the current system for testing purposes and tested without a dial tone to make sure the new system was working before the cutover, which made both the process and switchover go smoothly.
”The biggest help was setting up the new system parallel to our old system,” Williams comments. This allowed the Yanmar America IT team to stay ahead of user registrations and passwords, as well as providing the time to train users before the system went live. With Avaya on site, Yanmar America employees received three full days of training, and for those that couldn’t make it, Avaya worked with Yanmar America to provide a make-up session.
Cutover took place on a Friday night. At 5 p.m., Yanmar America’s IT team shut down the system, and by 9 p.m., they were on their way home for the weekend. On Monday morning, users came in to new desk phones that were programmed and ready for use. It was seamless, smooth, and allowed the IT team to enjoy their weekend.
"While we were confident that Avaya would meet all our business requirements, we thought they’d be well above and beyond our budget. But Avaya was, surprisingly, very affordable.
We were thrilled."
—Brian Williams, IT Manager, Yanmar America
Immediately Improving Call Quality – and Company Morale
The first reviews right out of the gate after the cutover were glowing, both from employees and the IT team. “As technical support, we’re on the floor more than at our desks, and users let us know when there’s a problem or when they are pleased with a product or system that makes them more efficient,” Williams remarks. “Overall, company morale was very positive after the cutover to IP Office.” Users liked the web-based user interface for IP Office, which enabled them to apply customizations such as changing their ringtone or adjusting the display layouts on their phones without having to call in IT.
Additionally, call quality was greatly improved for Yanmar America. In particular, the Avaya B179 conference units, which Yanmar America chose for its 15 conference rooms, have received high marks, according to Williams. As with most teleconferences, presenters often stand at a white board with a pointer. With the old system, the presenters couldn’t be heard by those dialing in. However, with the B179 phones on IP Office, even in the 75-seat conference room, call volume has not been an issue. “We’ve had people talk from the back row, and callers could hear them crystal-clear,” Williams observes. “There’s no need for them to walk closer to the unit.”
Call quality has also helped with language nuances; international calls can sometimes require
listening carefully to understand pronunciation. International teams find that the need to ask call participants to repeat themselves has declined.
Mobility Saves Money on Roaming Charges
Additionally, the sales team and the heavy travelers have seen benefits from Avaya one-X Mobile. They enjoy the Follow Me feature, which allows travelers to forward desk calls to their mobile phones. Yanmar America also has seen cost savings when employees travel overseas – and they do frequently, to South America, Europe, and the Yanmar global headquarters in Japan.
“Avaya one-X Mobile saves us a tremendous amount on mobile calling,” Williams said. “We’ve trained users to find a free WiFi hotspot and use Avaya one-X to make calls, saving us international overages.” Approximately forty employees travel to Japan or overseas regularly, as often as once per month. Previously, the company would spend between $100 and $200 per trip, per person, on international roaming charges, mostly for voice calls. The company has been able to significantly reduce this number.
“We won’t be challenged with an end-of-life, end-of-support issue or predicament like we were with the old system. 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.”
—Brian Williams, IT Manager, Yanmar America
Ready to Grow on the System and as a Business
In the future, Yanmar America expects to expand everything it’s doing with Avaya, from the basic reports it now accesses from the contact center features to the user base on Avaya one-X Mobile. Right now, only two business units are using call reporting: the service department and the parts department. They’re using them for call volume and to track which products customers require support on most often. Yanmar America expects to see more customized reports as other business units leverage the system’s capabilities.
Yanmar America also anticipates adding more users to its one-X Mobile population. Many of them have it installed, and executive management plans to encourage usage as a cost-savings initiative. “It’s user-friendly and a very good solution,” Williams says.
The company is also anticipating the system growing as the business grows. “We won’t be challenged with an end-of-life, end-of-support issue or predicament like we were with the old system,” Williams says. “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.”
"We’ve trained users traveling internationally to find a free WiFi hotspot and use one-X Mobile to make calls, saving us international overages.”
—Brian Williams, IT Manager, Yanmar America
Yanmar America was founded in 1981 and sells industrial diesel engines for off-road applications, agricultural equipment, construction equipment, commercially rated marine diesel engines, micro combined heat and power systems, gas heat pump systems, generators, pumps, REMAN engines, and genuine parts. Yanmar has brought the world ever more energy-efficient and economic engines and implements through a constant process of development and market expansion.
Its goal is to promote the quality of life by providing the machines that use energy with the utmost efficiency and value.
Yanmar America was founded in 1981 and sells industrial diesel engines for off-road applications, agricultural equipment, construction equipment, commercially rated marine diesel engines, micro combined heat and power systems, gas heat pump systems, generators, pumps, REMAN engines, and genuine parts. Yanmar has brought the world ever more energy-efficient and economic engines and implements through a constant process of development and market expansion. Its goal is to promote the quality of life by providing the machines that use energy with the utmost efficiency and value.
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