Major Irish national producer and distributor of vegetables and fruit chooses Zultys.
The Keelings family story began in 1896 on a farm in the Donabate area of County Dublin. The current farm was established in 1926 and from the early 1920’s to the late 1960’s, rhubarb was one of our main crops. In the 1930s, Keelings began growing fruits and salads and supplying them to local Dublin markets. They first planted strawberries in 1937, with Bramleys following in 1949. Keelings have continued to grow, and source the very best quality fresh produce for their customers to enjoy.
The Business Need
“Our 3Com NBX primary PBX had gone end of life and we needed to replace it with a system that incorporates all the new Unified Communications features and functionality on offer today.” said Tony O Connor, IT Manager for Keelings. “ Another important area for us was our fruit and veg contact centre. The call volume was increasing and we needed better call management and communications systems to be abel to handle the increased traffic. I was conscious however, that with big brand name phone systems came significant upfront and ongoing costs so I was prepared to carry out an indepth analysis of the market to find the best solution for Keelings”.
The Solution – Zultys MX250
One of Zultys’ unique selling points is that its’ PBX systems comprise of just one device. These devices incorporate all functions of the system whereas big name competitors use multiple servers and devices to achieve the same thing. The advantage of a single device is simple management and simple disaster recovery. Another unique selling point is Zultys’ contact centre functionality. The Zultys MX250 includes features for use in a call centre or contact centre environment. As many staff as you wish can be assigned as contact agents, for customer services for example and you can then manage and report on all inbound calls, average wait times, callers in queue and many more metrics. Amazon worldwide use Zultys for their contact centres.The total cost of the solution comes in at 30% less than big name brands and the ongoing annual costs are 50% less.
“The Zultys solution came in at a significantly less up front cost as well as ongoing costs than other big brand names” said Tony O Connor, IT Manager for Keelings. “I installed the system myself and its configuration interfaces are simple to use which means I don’t need external help when I want to make changes. Any issues I had were dealt with quickly by the HCS Zultys Technical staff”.
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Smartply Europe Ltd: Global Irish producer of sustainable, highly engineered Plywood chooses Zultys.
SmartPly Europe Ltd are part of the Coillte and Medite group of companies. SmartPly ToughPly is a fully certified, legal and sustainable OSB alternative to tropical plywood. The highly engineered and enhanced moisture resistant double – sided, pre coated structural OSB3 panel is designed for a variety of timber applications. SmartPly’s manufacturing plant and sales office is based in Waterford, Ireland with additional sales offices based in UK and mainland Europe.
THE BUSINESS NEED
“Our 3Com NBX primary PBX had gone end of life and we needed to replace it with a system that embraced and incorporated all the new Unified Communications features and functionality on offer today so as to future proof our business” said Ger Behan, IT Manager for Smartply. “I was conscious however, that with big brand name phone systems came significant upfront and ongoing costs so I was prepared to carry out an indepth analysis of the market to find the best solution for Smartply given our requirements and budget, I had a number of key questions? ” Key questions for Ger Behan were ;
1) Is it a refined and seamlessly integrated solution?
2) Is the solution simple. Can I manage it in-house?
3) Is it value for money in todays market?
THE SOLUTION – ZULTYS MX250
One of Zultys’ unique selling points is that its PBX systems comprise of just one device. These devices incorporate all functions of the system whereas big name competitors use multiple servers and devices to achieve the same thing. The advantage of a single device is simple management and simple disaster recovery.
The Zultys team at HCS audited Smartply’s business communications requirements and designed a solution that would meet the stated requirements. From a future proofing perspective any new features and functionality required could be easily added by simply applying a license. Downtime was not an option, the implementation had to be seamless. The team at HCS built a complete solution in their advanced ICT test lab and the changeover to the new Zultys system was implemented in one evening for all users with zero business downtime. SmartPly’s systems were connected using vLANS on their CISCO switches and HCS installed the Zultys system the same way. The total cost of the solution came in at 30% less than big name brands and the ongoing annual costs are 50% less.
“The Zultys solution came in at significantly less up front cost than other big brand names and in my opinion it’s really a simple fully integrated solution and I know that the ongoing costs are going to be significantly less than other big brand names.” said Ger Behan, “Our transition from old system to new Zultys system was seamless and the increased functionality and features are far superior to the previous system. It just works, we are delighted with our Zultys system”.
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Connolly’s RED MILLS, a global Irish producer of high performance equine feeds and pet food chooses Zultys IP Phone Systems.
The name you can trust when it comes to producing premium high-performance equine feeds and pet foods. Connolly’s expertise in research and innovation has been built up over five generations and is supported by some of the most technologically advanced plant and processes in the world. The customer base is global ranging from the UK and Ireland to continental Europe, the USA, Japan and the Far East.
THE BUSINESS NEED
“We’re a company that has always embraced new technology to improve our products, processes and customer experience,” said Gareth Connolly, Sales and Marketing Director for Connolly’s RED MILLS. “So we’re very aware of the benefits we could achieve through having integrated contact center (ICC) functionality on our phone system. We just weren’t seeing the benefits materialise with the phone system we had implemented.”
Connolly’s RED MILLS were not seeing the benefits of the system they had implemented in terms of cost or functionality, and in addition to this, the smooth running of their vitally important contact center was being affected and that’s when they decided they needed a better solution.
THE SOLUTION – ZULTYS MX250 – INTEGRATED CONTACT CENTER (ICC)
The Zultys team at HCS audited Connolly’s business communications requirements and designed a solution that would result in both better performance and functionality with an immediate return on investment. Downtime was not an option, the implementation had to be seamless. The team at HCS built a complete solution in their advanced ICT test lab and the changeover to the new Zultys system was implemented in one evening for all users with zero business downtime.
The key area for Connolly’s RED MILLS was the Customer Contact Centre. With the new MX250 in place, the customer services team handles thousands of inbound calls each week. Using MXIE (UC Client) & ICC features they are able to work much more effectively than before and there are no more issues. With multiple reporting options available to managers and supervisors, through MXreports, they now have clear visibility on all aspects of call traffic, routing, agent rostering and resource allocation for peak traffic times allowing effective use and management of resources.
“The Zultys solution paid for itself in no time” said Gareth Connolly, “Our transition to Zultys was seamless and the increased functionality and features are far superior to the previous system. It just works, we couldn’t be happier with our Zultys system”.
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Camida are a successful Irish based company which sources, manages and delivers specialized chemicals, through an international network, to global markets. Camida’s customers are instantly recognizable as many of the world’s most prominent chemical companies.
“We recently moved to Office 365 and it has literally opened our minds to a new way of working!” – Deirdre McGrath, Company Secretary at Camida.
THE BUSINESS NEED
In the chemical industry there is an abundance of paperwork and documentation relating to regulation, product specification, health & safety and compliance. Camida needed a solution that could centralize this information and make documents easy to update, and keep current, whilst being accessible to employees, customers and suppliers. The solution needed to be simple and totally secure for Camida’s international corporate customer base.
THE SOLUTION – OFFICE 365 SHAREPOINT ONLINE
Using Office 365 SharePoint Online, the HCS SharePoint team created a Camida intranet to centralize and store Camida’s documentation. HCS created individual, customized, customer portals so that each customer could access current documents related to their product purchases. Each portal is fully searchable using any criteria, by date, product code, part number, batch number and vendor. HCS also implemented a HR application, a holiday application workflow and a SharePoint application which allowed Camida to streamline and improve the administration of their quality management systems.
With the introduction of Office 365 SharePoint on line the company now has a central location for key documents with full control using version history. Current documents are readily accessible to Camida and its employees and customers have their own unique portal with full search capability for accessing current documents. The overall process for distribution of documents is greatly simplified as they are published in a central location and distributed to the relevant groups and relevant persons are notified through workflows in SharePoint.
“The way Camida interfaces with its customers around documentation has been transformed using the customer portals and this makes doing business with Camida easier!” Deirdre McGrath.
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Established in 1976 High Precision Motor Products (HPMP) is an automotive parts and service provider with over 30 years of experience offering innovative solutions to complex and standard automotive problems. HPMP cover a range of vehicles for the automotive industry including the fire service industry and other specialist vehicles.
“Office 365 SharePoint Online has transformed the way we deal with paperwork….
We don’t have any now” – Sandra O Reilly, Finance Manager, HPMP.
THE BUSINESS NEED
In the fire service industry documentation relating to health & safety, compliance and certification is critical and collection of data in a timely and accurate manner is key. For example, HPMP have a process where staff collect information on customer sites relating to fire engine ladder inspections. The form is completed manually and at the end of the project delivered to head office where it’s manually processed. After inspection, a certificate is created, printed, and inserted into a customer’s folder in a filing cabinet for later review and audit. The quality of paperwork is often poor due to illegible hand writing and there can be long delays in receiving the paperwork. Processing ladder checks and certificates took too long and this was limiting opportunities to utilize staff more efficiently in the field.
THE SOLUTION – OFFICE 365
The Office 365 team at HCS reengineered the manual process using SharePoint Online. HCS created a company intranet for field staff to access, complete and submit ladder inspection forms from their devices. The internal administration of the whole process is now carried out by office staff in SharePoint using workflows which have now fully automated the certification process from start to finish eliminating paperwork altogether.
The ladder certification process now happens without delay. Forms from the field are now submitted in real time with the added benefit that field staff can insert pictures into the forms, a feature which is particularly useful in corroborating disputed findings. There’s no more manual paperwork and documentation is stored centrally in SharePoint and is accessible from any location, at any time, on any device. The quality and accuracy of the data is greatly improved because the process is digitized. “Due to the success of this project we are planning to transform other areas of process and administration using SharePoint Online” said Sandra O Reilly.
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Managed Print Case Study: O’Neill Foley Chartered Accountants.
Founded in 1952, O’Neill Foley is one of the largest independent firm of Chartered Accountants in the South East. Its services include audit, accounting, tax, internal audit, corporate governance, payroll, business recovery, wealth management and corporate finance.
Typically, the accountancy business is heavily paper-based with large swathes of material being printed every day and O’Neill Foley is no different.
The company has 40 staff and five partners that are spread out over different floors in open plan offices. One of O’Neill Foley’s main issues was that its printers and copiers were getting old and clunky. Access was also a problem as employees had to move from floor to floor to get certain documents printed, scanned or copied. Additionally a device capable of handling volume was also becoming a problem.
According to Amy Maclean, systems manager for O’Neill Foley the accountancy firm had a printer on each floor and two photocopiers in addition to a couple of laser jets, all different models and under diverse service contracts. With printing carried out throughout three floors the older machines were causing difficulty with only some of them capable of pushing through any sort of volume. “It was getting to the stage where, with four open plan offices, people had to go up and down floors to photocopy and scan and really the machines we had weren’t capable of dealing with it.”
Maclean said the firm wanted devices that “did everything” printing, scanning and copying but could also cope with volume. “Also, we wanted to standardise it so everyone was getting the same training and using the same machines. We got caught in the past where there was a certain amount of knowledge confined to one person in a section.” According to Maclean, this was due to the company also being a training firm. Graduates would commence a three and a half year training contract and when they moved on at the end of their tenure the knowledge, that included understanding of the printers and copiers, was gone. “So that was part of the reasoning behind our consideration of MPS.”
While the accountancy firm was weighing up its options, its IT partner HCS recommended talking to OKI about MPS. Subsequently, OKI visited the premises and assessed the print volumes, examined the devices, document types, end-user needs and issued O’Neill Foley a proposal to introduce managed print services. The accountancy firm decided to go with OKI’s proposal and a date was set for the installation.
OKI then began the installation and training process. “OKI replaced each machine device by device,” said Amy Maclean. “It was very staggered, so everyone had the means to print while it was going on. And after one machine was installed an engineer would begin the training on it while another engineer proceeded with putting the next device in place. It was done very smoothly – in a day.”
According to Amy Maclean prior to the transition to MPS, O’Neill Foley had three photocopiers only one of which was a multifunction device, three network printers and three laser jet machines. Now, the company has three multifunction devices and one large printer for volume work while the three laser jets were replaced with OKI models. “We had six machines whereas now we have four and they’re all under one contract.”
Maclean is fulsome in her praise for how the new devices at her firm have improved her work life and that of her colleagues. “I don’t have to keep track of supplies for each machine and that saves me a lot of time. With the three MFP devices you don’t have to be on the same floor to print to a machine. Also if there’s a problem with one device the staff can print, copy or scan on the other”.
“Also beneficial is the fact that I know I can contact OKI at anytime. For instance I felt we needed extra training because after the first six months people were more familiar with the machines and wanted to find out how to do more on them. OKI send someone in right away.”
Among the other benefits Maclean mentions is the remote monitoring by OKI of consumables usage and Service issues through advanced PrintFleet software. This means that no one in O’Neill Foley needs to manage service issues, or order items such as toner because the software detects when it’s needed and automatically reorders from OKI. “That’s a great help. I don’t have to place an order, I’m in an open plan office and there are three others above me and I wouldn’t know unless someone in the other room rang and told me the toner was low and someone had to order it. It could be gone by the time I found out about it. But now it’s monitored and we don’t run out.”
Another welcome change for O’Neill Foley has been the ability to now print, copy and scan in colour – something the firm didn’t have before. “We recently got some work which required the completion of all documentation and reports in colour. Also, down the line, we’ll be looking at printing our business cards and letter heads in-house on the colour printers.”
A more physical change is the fact that O’Neill Foley’s employees no longer have to travel to different floors to print, scan or photocopy documents. Even a simple adjustment such as this is hugely beneficial in time and efficiency savings.
Underlining OKI’s on-going management commitment to the customer Maclean said OKI’s scheduled reviews and meetings during the contract period – all part of the MPS process have been very helpful. “We brought up the issue of extra training and it was no problem. If a machine can’t be fixed on site it’s just instantly replaced. It’s this sort of attention to detail that makes MPS definitely the right way to go. Also, having reviewed the figures we would estimate that the implementation of the OKI managed print solution has resulted in a cost saving to us of approximately 15 per cent over the last year. Under the terms of the contract, all consumable costs are fixed and all service and remote management costs are included. Therefore, we would expect this cost saving to continue year on year for the remaining two years of the current contract.”
In addition, Maclean mentioned that there are significant ‘soft cost’ savings in terms of productivity gains that are difficult to quantify such as staff time saved in printer management, consumables ordering and so on. Time saved is redeployed to core company activities.
“MPS is a great idea,” said Maclean. “And was the right thing to do and we’re happy with who we went with we get a great service from OKI and HCS and we’ll continue to work with them.”