Bayside Group, established in 1976, is one of Australia’s leading
recruitment and business services companies. Serving clients across
the country, with 200 staff in 11 locations, Bayside offers a portfolio
of services including recruitment, workforce management, human
resources and workplace relations
This case study shows how 8×8 Cloud communications and GlobalTalk rescued a customer’s business.
The customer, Odyssey House, who had a on-premise phone system experienced a Ransomware virus that prevented access to the entire digital platform including their on-premises phone system and call centre software. This meant Odyssey House could not operate.
The platform was fully backed up off-site however the customer’s virtual network infrastructure rebuild would take 1 month to fix and become functional again.
As a result of Odyssey House having no infrastructure, Globaltalk turned to an 8×8 cloud communications solution (hosted telephony) where a system was created so agents could make and receive calls from home. Each agent had the 8×8 Virtual Office application installed on their desktop or mobile phone. This minimised the customer outage time significantly. It meant Odyssey House could keep their business functioning and service their clientele as expected.
As a result of having the cloud solution, seeing its virtual office capability and contact centre, with full redundancy (100% uptime) and seeing its benefits of working from anywhere, Odyssey House decided to use 8×8 Cloud going forward.
HFH Auto Group has dealerships in Berwick and Pakenham, covering several vehicle brands.
When it came time to upgrade their internal communication system they cast the net wide ensure that the investment brought the best return. They explored the traditional on-premise systems, and also looked at our Cloud offering. AS Con Kafetzis, who was General Manager of Operations at the time said, “when I saw GlobalTalk’s Cloud offering, I immediately saw a “competitive advantage”.
Deployment of the system was accompanied by considerable changes to the way business was conducted. As Con said at the time, “today’s buyer has done their research before visiting the dealership. They know what they want, so our aim is to make the process simple for them”.
Later, further changes were implemented to the processes involved in the servicing of vehicles, with the aim of enhancing the overall Customer Experience.
Centralizing Service for all brands, the ability for service staff to make service bookings on the call and SMS alerts for customers when their vehicle is ready.
In accordance with Mission 100. HFH Auto is now heading to become the best automotive dealer in the country.