“Every time we made changes to our staff, reconfiguring the PBX turned into a big hassle. So we thought we would give cloud PBX a try.”
By OB IT director
The leader in women’s clothing commits to digital transformation
Affordable fashion has become a treacherous business in Taiwan with the invasion of foreign brands. Fickle customer buying habits make sustaining profitability and market leadership difficult. Faced with these challenges, OB distilled its business model down to its corporate DNA. OB knew digital transformation would allow them to become more competitive in every aspect - products, sales, and media - and that big data analysis would help them to better understand customer needs and to segment their market. In addition to diversifying the product line, OB joined forces with internet stars to generate more buzz. OB understood their transformation must also come from within, and charged its IT department with the mission to improve customer intelligence and the communications infrastructure. The goal of their digital transformation was to achieve a better customer experience and enhanced internal communications.
E Gate solution eases OB’s migration to the cloud
Due to their rapid growth, OB headquarters had outgrown its traditional hardware PBX system. With two to four people sharing a phone in the office and no ability to scale up, the old PBX could not meet their demands. With the introduction of a new brand, OB needed to quickly build up a customer service team with a good phone system.The IT team recommended trying cloud PBX, and their investigative research led them to select EVOX.
OB started by using EVOX to acquire new phone numbers and build up its customer service team. Then, with the E Gate technology, OB was able to keep the existing PBX in their headquarters and migrate to the cloud to enjoy new functionality, such as mobility and the convenience of the EVOX Admin site.
EVOX empowers OB with mobility and self-administration
With EVOX Mobile apps, employees no longer had to share telephones. A simple download on their own smartphones and they could make and receive business phone calls on the road, without having to expose their own mobile numbers to customers. The administrative staff now stays connected with headquarters while they are out visiting their retail stores.
“EVOX has been the most help in dealing with staff changes and office moves ... it is not a big deal any more.”
The OB IT and customer service departments have found using the EVOX Admin site very easy. The site allows them to log in at any time and make changes to staff, set up outdial permissions, and more. When they moved their customer service team from 3F to 11F, the move was seamless. With their old systems they would have had to pull phone lines and install the PBX hardware, but with EVOX the phones worked right away.
OB drives EVOX product development
“The EVOX technical support team is always ready and willing to help. When the problem could not be solved remotely, they would come onsite to work with us.”
Since OB first adopted the service, they discovered the need for a number of new features and functions including noon time greeting, call recording, etc. This feedback has guided EVOX developers to a better understanding of customer usage of the product. In response, EVOX has introduced call recording that provides separate recording channels for the customer and company staff. The auto attendant greetings can now be customized for after work or lunch break. As OB continues its digital transformation and upgrades its operation, EVOX will continue to grow and improve to help them maintain their market leadership and expand their brand.
