Newstead Technologies Case Study
Singapore IT company streamlines internal and external processes with Mitel’s Unified Communications and Contact Center Solutions
Deploying UC and Contact Center solutions to foster and drive growth
Newstead Technologies is one of the largest consumer electronics and IT retailers in Singapore since 1999 with more than 40 outlets across Singapore carrying renowned brands such as Samsung, Microsoft, Apple, Dell and HP. Other than Newstead branded stores, Newstead Technologies also owns Digital Style, @notebook. com and Nubox, Apple Premium Reseller stores.
A Solution that caters to the change in customer engagement and drives growth
With the aim of becoming a fully customer centric regional IT company, Newstead Technologies grew its customer base, resulting in the growth of customer interaction and engagement within their enterprise department. Their dedicated enterprise department provides their enterprise customers with solutions ranging from IT, maintenance and support services, Education Technology (EdTech) and system integration. With legacy landline systems unable to cater to the changing nature of the business growth and customer in-teractions, Newstead Technologies, led by General Manager, Leon Tay, looked for a unified communications system to implement within their Singapore headquarters and eventually across the region.
The enterprise solutions team at Newstead Technologies explored offerings from numerous vendors that could meet their specific criteria, with the overall goal of achieving automated technical support for their customers. Prior to shortlisting vendors, Newstead Technologies considered deploying platforms such as Skype to engage with customers. However, not all their customers were using this platform and were still deploying traditional landlines which could not support conversation tracking between customers and consultants. With little to no visibility and lack of control, Newstead Technologies decided it was time to revamp their technology and look to engage with a vendor that could effectively integrate and streamline customer centric communications.
“WE WERE LOOKING FOR A SOLUTION THAT COULD BECOME AN ENABLER, HELPING US TO MOVE FORWARD TO OUR GOAL OF BEING A HOLISTICALLY CUSTOMER-CENTRIC IT COMPANY.”
A solution to drive future direction
Newstead Technologies narrowed their search for a vendor down to Alcatel, Polycom, Omnicom and Mitel®. In addition to being more costly, they felt that the Alcatel, Polycom and Omnicom were still very traditional, and in terms of offerings, their solutions did not possess the flexibility or adaptability to support Newstead’s requirements for an integrated call center.
An important requirement when sourcing for a solution, was the ability to integrate across both the general and technical call centers with the flexibility to scale up. Newstead Technologies found that with Mitel, within a short deployment time, they have the flexibility to deploy the solution across the intended centers whilst having in place, a solution that have the ability to keep up with their growth.
Discovering a solution with two-way benefits
With 40 consultants located at Newstead Technologies headquarters, each engaged with a plethora of inbound and outbound calls with customers from both enterprise and government backgrounds on a daily basis, it was vital that solutions provided the ability to track calls, monitor conversations, and provide random call recordings for training purposes, especially for the training and marketing call centers. The ability to record conversations for training and monitoring purposes meant that customers within the financial services sector such as Banks were able to improve their offerings, which resulted in increased customer satisfaction.
Mitel’s solutions also provide the option for Newstead Technologies to pull statistics and deploy advanced monitoring, a capability of utmost importance when working with government bodies. Within the required contractual Service Level Agreement (SLA) by the customers, there are clauses in place to ensure a low number of missed calls. Mitel’s ability to accurately log conversations ensured that Newstead Technologies were able to meet the SLA.
For customers, previous platforms were difficult to navigate as there were numerous numbers for contact. However, with Mitel, contact was integrated to one solution, ensuring that customer wait time was reduced and that they were able to speak with the right consultant quickly.
As customer engagement is of high priority, Mitel’s platform also provided increased mobility for Mitel engineers, meaning customers are able to engage directly with their engineers. For technical engineers, engagement with customers through a centralized line allowed an ease of interaction that could also be logged and monitored.
“FOR OUR CONSULTANTS, THE SOULTION WE CHOSE TO DEPLOY HAD TO BE EXTREMELY AGILE IN TERMS OF THEIR CAPABILITIES – FOR EXAMPLE, WITH AN AVERAGE OF 50 OUTBOUND CALLS PER DAY, THE SOLUTION NEEDED TO HAVE THE CAPABILITY TO RECORD CONVERSATIONS FOR BACKTRACKING WHILST CONCURRENTLY ABLE TO STORE DATA WHICH CAN THEN BE USED FOR TRAINING – SHORETEL’S HOLISTIC CAPABILITIES PROVIDED BENEFITS FOR BOTH NEWSTEAD TECHNOLOGIES AND OUR CUSTOMERS, WHICH IN RETURN PROVED TO BE A KEY DRAW IN MAKING OUR DECISION.”
Integrated solution for forward thinking
Mitel’s solution has assured that the reliable nature of the platform was not restricted geographically. With intentions to expand regionally, the Mitel team demonstrated the robust nature of their products by showcasing the clarity and stability of the solutions when engaged in demo overseas conference calls.
“Since deployment, the Mitel team has been extremely attentive during the initial phase of introduction,” says Leon. “The team has been able to fully leverage the outstanding features of the solutions to deliver stellar customer service, and we’re already seeing the results of implementing Mitel here at Newstead Technologies. In addition, internally, the overall acceptance rate has been ex-tremely positive, due to the ease of interaction with the technology. Customers have also been positive in highlighting that com-munication with the wider team at Newstead Technologies has been seamless and efficient.”
To cater to their increasing growth, Newstead Technologies needed a communications solution that would increase visibility, provide more control and enable integrated customer relationships. In addition, a solution that provided the platform to track, monitor, leverage data for improvement of service level for both the enterprise and government customers.
Newstead Technologies deployed Mitel Connect ONSITE Unified Communications with Contact Center solutions for their enterprise department at their main office in Singapore. The solution includes a Mitel Connect SBE 100 with Contact Center and mobility function for 40 call agents.
- Streamlined and integrated platform to ensure efficient processes
- Holistic visibility for improved customer and lead tracking
- Cost saving on infrastructure and IT administration
- Scalable solutions for targeted growth rateProviding quality
- Increased mobility for improved customer relations
- Friendly user interface for efficient adoption