Car parts supplier Repco has rolled out Auckland-based Zeacom’s latest communications suite across Australasia.
Zeacom Communication Centre (ZCC) version five was installed at three of its Australian sites in June, with the remainder of Australia going live last month. This month, Repco’s New Zealand support office in Auckland and call centre in Otahuhu, will also go live.
Alan Hodgson, telephony manager of Repco says his company is a longstanding Zeacom customer and the latest ZCC Version 5 offers mobility and full presence, allowing the company to issue 30 Blackberry devices to 30 execs and senior members.
“The new mobility functionality of ZCC 5 includes a BlackBerry plug-in for our executives in remote locations. We were having a great deal of trouble with travelling staff gaining access to our VPN. The new functionality in Zeacom ZCC 5 solves this problem so that Repco executives travelling throughout the world can stay in touch with the office — as if they are sitting behind the PC at their desk,” Hodgson says.
Repco upgraded its Australian systems first because the Zeacom systems there were the oldest.
He claims no implementation issues as version 5 had a look and feel similar to existing systems. This also meant little training was needed.
“The path we took was to roll out V5 in exactly the same format as the users previous version. Then, after a couple of days, start introducing the new features and benefits of V5,” he says.
Hodgson, a self-confessed fan of Zeacom products, says IT bosses looking to implement similar projects need to look at the purpose of the project: rationalisation, workforce efficiencies, improving customer service or simply knowing what is happening in your business.
“So long as you are clear on what you are trying to achieve the system can be designed to reflect this,” he says.
Hodgson says human acceptance is also vital, so IT bosses need to explain why the project is happening; what its aims are, and how it will help staff.
“Although the system is designed to suit your business needs at the point of purchase, there is always fine tuning required. Its much easier and far more beneficial and less painful if you sell the product to the staff, showing all the benefits to them of using this system as well as the overall business benefits,” he adds.
Zeacom CEO Miles Valentine says Zeacom software is selling well in both Australia and New Zealand. A growing trans-Tasman client base of mainly blue chip corporate and local councils has led Zeacom to stage its first Australian user conference in Melbourne early in September.
“Sales are being driven by trends such as the move towards IP PBX and businesses need to improve communications and customer service,” Valentine says.
Customers sought presence capability; with V5 launched in April 2008, also driving efficiency by integrating mobile phones into established applications, he adds.