Scania Australia imports, distributes, sells and services heavy-duty trucks, buses and industrial and marine engines via nine company-owned branches situated largely in state capitals across the country. In addition, it partners with more than 45 independent authorised parts and service dealers spread along key transport routes and hubs.
Aside from the provision of regular service and maintenance supplies around the network, solving unplanned downtime by provisioning parts and services to all corners of the nation is a key element, so timely, efficient and effective communication between all stakeholders is vital.
Furthermore, with its global and local commitment to driving the shift to a sustainable transport future, Scania looks to boost operational efficiency throughout its business.
The Solution
Cisco Unified Communications Manager (CUCM)
Voice Control - Standard PBX features including:
- Inbound / outbound dialling
- Hunt groups
- Connectivity to the PSTN
- Internal dialling between sites
- Wireless Voice
Cisco Unity Connection (CUC)
Voicemail Platform
- Individual voicemail all users
- Group voicemail
- IVR functionality
- Auto Attendant functionality
- Voicemail to Email
- Adhoc Call Recording
Cisco Instant Message & Presence (CIMP)
Unified Communications – Cisco Jabber Client provides:
- Organisation wide presence
- Organisation wide chat
- Softphone
- Internal Jabber to Jabber video and screen share
- Deploy on up to 10 devices per user providing greater agility for staff to work in field
Cisco Contact Centre Express (CCX)
- Multimedia Contact Centre – Voice / Video / SMS / Email
- Live & Historic Statistics / Wall Board
- CRM Integration
Cisco Collaboration
Telstra Voice Carriage Services
- Separation of voice and data services to provide higher availability and improve quality
- Telstra SIP Services with automatic failover to mobile services to provide resilient carriage
- Telstra private network between sites to provide improved quality of voice calls internally
Opportunity for Improvement
Scania was ready to upgrade its existing telephony in order to meet the demands of an increasingly digitised business environment.
Scania’s business needs required far greater visibility of callers and the reasons for calling, as well as being able to respond in a more timely manner. Greater and more effective communications with the national dealer network as well as company-owned branches was also critical.
Contact Centre
- No Visibility of Call Volumes
- No Visibility of Call Context
Collaboration
- Audio Conferencing
- Web Conferencing
- Video Conferencing
“JB Business really understood our business needs and the
way we worked. This insight played a pivotal role in guiding us through the selection process…with the assistance of Telstra and Cisco the solution was commercially viable and scalable. We look forward to utilising these technologies and growing
with the Cisco unified communication solution.”
- Michael Russo, IT Operations Manager