Success Stories

Chris Nial of Hyderus described the frustrations he was facing. He explained that the basic phone system he had could not fulfil many of their needs such as conferencing, email confirmation of voicemails, simple billing, call diversion, connectivity with mobiles, home working and ability to add externally / globally based personnel to their voice network.

Chris revealed that in order to try and overcome these issues he had deployed various add-on solutions from a number of suppliers. As a result Hyderus were now facing extremely large communications costs, and Chris was wasting significant amounts of his time configuring and supporting these various components that still didn't really meet the company's requirements.

Hyderus required a solution that would be managed and supported by one supplier. Their requirements included:

• the ability to add home or global workers onto their voice network
• worldwide access to voicemails via email
• the ability to close an office in an emergency and redirect their calls quickly and seamlessly
• cost effective integration with mobile phones
• conferencing capabilities

Hyderus confirmed that they would judge the success of the project based on:

1. The successful implementation of a solution that could technically satisfy all of their business requirements in terms of functionality.
2. The supplier chosen would have the expertise and experience to successfully implement the system and provide on-going technical advice to Hyderus.
3. Delivery of significant communications cost savings.

Boucon had absolutely no doubt that it could exceed the expectations of Hyderus in all three areas. The solution was a Mitel 3300 IP Communication Platform, fully capable of meeting all business requirements utilising a number of the inbuilt applications.

Now all staff, irrespective of their location, are part of the Hyderus voice network. Therefore it costs nothing to call them abroad when they have their IP tele-worker phone plugged in. When they need to make a call to anywhere from abroad, they benefit from the company BT discounts and are charged as if they were calling from their office in Wales.

Very costly audio conference calls previously set up by BT are now easily instigated internally, and free of charge. Voicemail messages can be picked up anywhere in the world via email and mobiles are now integrated into the system providing huge cost savings and seamless transfer of calls.

Robert continued 'We have pondered long and hard about how we can ensure continued service excellence to our existing and new customers as we ourselves grow. There is an absolute determination not to get caught up in the same trap so many suppliers do, of focusing on our own business growth rather than the service we offer our customers. We only ever want to propose a solution to a customer if we are 100% sure it meets their needs'.

Robert and Brian have come up with a unique way of ensuring that the Boucon Sales and Marketing team continue to make 'the needs of the customer' their top priority in any sales contract. It is to transfer the risk of getting it wrong, which traditionally lies with the customer, onto themselves. Following a consultation, and provided Boucon are happy to propose a solution , a quotation and free one month trial will be offered to all Boucon customers. At the end of the month and ONLY if you are happy we will accept payment in full. If not Boucon offer to remove the system without charging a single penny.

'If we mess up and don't deliver on our promise', says Brian 'it will cost us money not the customer. it's a simple idea but one that will provide our customers with peace of mind and keep our employees focused on our main purpose - to provide excellent service and solutions to our customers'.