.png)
Enhancing Communications for a Global Distribution Company
Overview
Socium Consulting helped a global distribution company consolidate over 12 voice providers and 6 PBX providers across 70 locations worldwide. The company had centralized the management of voice services, leading to technical difficulties and financial challenges. Socium provided documentation services, TCO & Vendor Scorecard comparisons, and a phased rollout plan, enabling the company to streamline its operations. The seven-month project improved efficiency, reducing the voice management team from 10 employees to a single Voice Engineer while standardizing the client experience and consolidating global support.
The Problem
A global distribution company was managing over 12 voice providers and 6 PBX providers across 70 locations worldwide. Their ad hoc approach to voice services resulted in increasing challenges with technical and financial oversight. Each provider had unique support methods and service levels, which made it difficult for the company to effectively support its remote sites. The company aimed to consolidate global support into a unified process but lacked the proper documentation to begin the migration.
Our Solution
Socium Consulting leveraged its documentation services to identify and document all service providers, PBX systems, and the necessary details for a successful transition. We provided TCO & Vendor Scorecard comparisons to highlight differences between top providers and their costs. Additionally, we worked with the client to create a rollout plan that aligned with their timeline, addressing immediate needs and migrating remaining sites in phases. Despite a lack of initial documentation, we successfully gathered the required information through a varied strategy.
The Outcome
The project took approximately seven months to complete, achieving the company’s business goals and consolidating its voice and PBX solutions. A key outcome was the standardization of processes, which significantly improved the client experience. The company reduced its voice management team from 10 employees to a single Voice Engineer, resulting in improved efficiency. The client expressed high satisfaction, noting Socium Consulting’s expertise and partnership. The solution also enabled them to transition to a globally consolidated support team, further enhancing the standardization of their client experience.
