TransDiesel Saves 33% on
with Avaya IP Office
TransDiesel saved around NZ$25,000 per year on its
telecommunications costs and eliminated system
downtime with Avaya IP Office.
TransDiesel is New Zealand’s pre-eminent diesel engine and transmission dealership. It sells and services heavy construction equipment and spare parts for the country’s construction, earth-moving, forestry, marine, mineral processing, power generation and road transport industries.
TransDiesel began operations in 1980 and now has 14 sites, 200 employees and annual revenue of NZ$110 million. It is the only Volvo Construction Equipment dealer in New Zealand.
TransDiesel was previously operating an ageing and unstable PBX phone system. The system experienced 10% to 15% downtime and customers struggled to get through.
“We often received feedback from customers saying the phone simply rang out when they tried to call, even though the phone wasn’t ringing at our end,” said Mark Leadbetter, IT Manager at TransDiesel.
Replace a poorly
system with a stable
IP system to reduce
mobility and call
costs by 33%
• Ensured 100%
• Saved NZ$2,400
per year on
• Met SLAs to answer
all customer calls
within 15 seconds
by monitoring and
according to call
“We work in a very competitive industry and if a customer can’t get through to us, they will call one of our competitors. The PBX system was costing us revenue and affecting our growth,” he said.
The legacy phone system was also poorly designed and didn’t have an operational failover system. This meant if one node went down, four or five branches lost their phone
“We didn’t know if we’d have a phone system from one day to the next, which was especially frustrating for the sales teams – who were losing customers – and the IT team were often blamed for the problems,” said Leadbetter.
TransDiesel also wanted to measure and report on the number of calls it received at each branch, ensure the appropriate staff member could answer calls within 15 seconds, and provide full call centre services using digital enhanced cordless
telecommunications (DECT) phones.
After evaluating internet protocol (IP)
phone systems from IPFX, ShoreTel
and Avaya, TransDiesel chose Avaya IP Office because it was a widely used and well-respected solution that offered the best fit for the business.
“Every reference we read spoke highly of the product, and we were especially impressed by its excellent wallboard, reporting and mobile call centre functions,” said Leadbetter.
As well as Avaya IP Office, TransDiesel implemented
Avaya one-X® Portal, 76 Avaya 9608 Deskphones and 47 Avaya IP DECT 3725 Phones. The company replaced its legacy PBX system over three months, changing its
telecommunications provider and replacing its wide area network (WAN) at the same time.
“The implementation was much smoother than anticipated; most of the change-over time was spent provisioning the WAN,”
“We received the Avaya products on time, and had them up and running
within 24 hours with no issues. We’d allocated a whole business day for downtime but the final system outage was much shorter.
“In total, we ported around 300 numbers to the Avaya system, and by the next day people were working as normal,” he said.
Cut telecommunications costs
Moving to the Avaya IP Office solution has saved TransDiesel around a third on its telecommunication costs.
“It costs about NZ$25,000 less per year to lease the much higher
performing Avaya solution than it did to lease the poorly performing PBX system,” said Leadbetter. “In addition, we have eliminated the intangible cost of the business we lost when customers couldn’t get through.
“Our sales figures are higher since we implemented Avaya IP Office, which is definitely in part due to the system’s performance and availability,” he said.
TransDiesel saved a further NZ$2,400 per year by removing the need to use third-party conferencing facilities. Avaya one-X® Portal’s voice conferencing feature supports conference calls for regionals
managers, who can quickly and easily dial in to the call whether they are in their offices or on the road.
“Staff have far more
confidence in the Avaya
system than they ever
had in our old PBX, and
customers have also
The Avaya solution is
like an engine; every
component works well
together to help us
drive the business.”
—Mark Leadbetter IT Manager TransDiesel
“Calls are also much clearer than they were using the third-party facilities,” said Leadbetter. “In the future, we hope to install Avaya Flare® on mobile devices as well, so sales and service staff in the field can video conference with colleagues and in-store specialists for advice and guidance as required.”
Met call SLAs
Avaya IP Office’s exceptional
performance and advanced features, such as customer call reporter, enabled TransDiesel to meet its
service level agreement (SLA) to
answer all customer calls within 15 seconds.
“In the past, we used a system where a bell rang if there was a call, and whoever was nearest a phone would answer it,” said Leadbetter. “Now, we use the customer call reporter queuing feature to divert calls to people’s phones depending on their sales and service speciality or how many calls they’ve answered that day.
“If they can’t answer, the call diverts to another phone in that group. It’s a much fairer system and ensures we never miss a call,” he said.
TransDiesel can now channel incoming calls directly to different regional departments, such as equipment services or diesel engine sales, without callers going through an operator. This ensures the caller reaches the correct person in the shortest possible time.
The company is planning to further improve customer service by
implementing an enterprise resource planning system that will integrate with Avaya IP Office to provide staff with information about an existing customer – such as their name and service history – before the staff member answers their call.
Eliminated system downtimeThe new Avaya IP Office system has also improved customer service by eliminating the 10% to 15% system downtime TransDiesel experienced previously.
“Since implementing the system in
April 2013, we’ve had no downtime at all,” said Leadbetter. “The Avaya system also has a number of disaster recovery strategies in place to divert calls if any part of the system goes down, so that we can always answer them.
“We had a blackout during a storm recently, but Avaya’s disaster recovery capabilities ensured the phone system kept running even when we had no power,” he said.
Analysed call statistics
The ability to report on call volumes and call centre statistics was a key factor in TransDiesel’s
TransDiesel can now record and analyse the number and type of calls coming into its customer call centre
and various regional offices. Staff can
see their individual call statistics on electronic wallboards at each office, which helps increase motivation and productivity.
“We also generate weekly call
statistic reports, so managers can see which locations are the busiest and how many staff are needed at each site,” said Leadbetter. “This enables us to allocate resources and manage costs more efficiently, and will help us decide the regions in which we need to open more offices.”
TransDiesel staff are often away from their desks working in the shopfront, warehouse or offsite. By
implementing Avaya IP DECT Phones, staff can now make and answer calls from anywhere, rather than returning to their desks.
“The parts department in particular has benefited from the increased mobility, as staff need to move around the site while still running a call centre,” said Leadbetter. “The quality of the calls and the range has greatly improved, compared to the phones we were using previously.”
Staff also have greater functionality
on their DECT phones, including the ability to see caller IDs, and integrate through Avaya one-X® Portal with Microsoft Active Directory.
“Overall, staff have far more
confidence in the Avaya system than they ever had in our old PBX, and customers have also expressed
satisfaction,” Leadbetter said. “The Avaya solution is like an engine; every component works well together to help us drive the business.”
For more information on how Avaya can take your enterprise from where it is to where it needs to be, contact your Avaya Account Manager or a member of the Avaya Connect channel partner program, or access other collateral by clicking on Resource Library at www.avaya.com.
© 2014 Avaya Inc. All Rights Reserved.
TransDiesel is New Zealand’s pre-eminent diesel engine and transmission
dealership. It sells and services heavy construction equipment and spare parts for the country’s construction, earth-moving, forestry, marine, mineral processing, power generation and road transport industries.
About AvayaAvaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centres,
networking and related services to companies of all sizes around the world. For more information please visit www.avaya.com.
Applications & Systems
Avaya one-X® Portal Avaya IP Office
Avaya 9608 IP Deskphones Avaya IP DECT Phones