Landmark GlobalWe are the international division of bpost, Belgium’s national postal service. bpost employs more than 20,000 people, handles over 3.9 billion items per year and delivers to more than five million addresses every day.
The company already had a hosted phone system but the call routing was very problematic with the client not able to route calls where they needed to be causing customers to redial. This was making the company look inefficient.
They considered the service from their incumbent provider very poor and had not been offered an out of office package for workers to access from home. Costs were much higher than they had been advised with very high bills for their international usage. They needed visibility of call traffic and had not been offered a solution specifically for Customer Services.
This company had many mobile numbers with different contract end dates, making the management of their mobile bills and service very difficult and expensive. With most users on wrong tariffs or out of date expensive tariffs, with regular bill shock from the lack of account management. When handsets were lost, numbers were put into a new additional 24 month contracts. Meaning they were paying for the same number twice. Incorrect tariffs for roaming for international business users who travel between worldwide offices making the bills huge.
We increased their connectivity by installing a larger leased line with auto failover back up. At the same time,
we reduced the cost. Their IT wanted better controls that they could manage inhouse
so we set up an online portal so they could make their own changes as and when needed. We installed a state of the art system with full reporting giving them full control and better management of their customers and provided them with a wallboard giving them a full overview of all their telecoms activity in real time.
We supplied and installed a new hosted system with new top of the range handsets and provided full training on-site for all users so they could get the best from their new system and products.
We undertook billing analysis to determine usage patterns and out of bundle charges. We then set up a single end date for all lines including the mobile fleet. This was a Co-terminus agreement that brings all contractual commitments to end on the same date. We dealt with their current supplier and resolved a contract dispute for them.
The hosted system included all UK calls and we set up a discounted international tariff for them.
We recommended mobile plans which included international roaming for business travellers so those charges would be properly managed and produce substantial savings.
Our tech support team visited this client on site to help with
New device set up, data transfers, business apps and mobile security to protect critical business and client data.
A hardware fund was provided which could be used for device repairs and new users. The new package included 24-hour handset replacement service as standard. We established quarterly reviews to ensure we keep a cap on spend and a technology roadmap.
The Facilities Manager said afterwards that they could not have been happier with the whole project and has asked Cortel to do the same for their Head Office in Belgium. They have seen their cost go down dramatically and the service has been excellent.