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3CX to the rescue for Pacheco, Apostólico y Asociados (PwC Venezuela)

Pacheco, Apostólico y Asociados is the independent Venezuelan chapter of PriceWaterhouseCoopers accountancy firm. With its head office in Caracas, Pacheco, Apostólico y Asociados serves businesses across Venezuela and needed a phone system that would support their large team of employees.

With auditing services, corporate finance and business outsourcing, staff members could be in any corner of the country on any given day, working out of smaller offices or at clients’ own premises. This meant the PBX system had to be flexible and reliable. Established in Venezuela in 1935, the firm needed to pay close attention to its reputation. With their old phone system they were dropping calls on a regular basis and it was starting to affect their customers’ perception of being able to receive quick answers to their questions.

pricewaterhousecoopers pwc venezuela

Dropped calls and loss of reliability

Pacheco, Apostólico y Asociados has been around for the good and the bad in Venezuela. They have the experience to provide beneficial insights for their clients, but need to be able to reach them to prove that. With their old Issabel PBX system, though an open-source and free service, it was causing a headache when it came to reliability. Dropped calls, poor quality connections and instability were the reasons that Pacheco, Apostólico y Asociados started to look for alternate solutions.

Enmanuel Leonis, Operations Supervisor: “We needed to find something that we could rely upon to ensure that we maintained our high customer satisfaction. The old system was letting us down in that regard and the time came to find something that really worked for what we needed.”

With their two 30 channel E1 interfaces, eight standard analog phones and eight cell phones Enmanuel needed to find a system that could bring the same functionality with the added benefit of allowing more mobility and productivity. 60 Thomson IP Phones were already in place and they wanted a PBX that could utilize these.

3CX takes the lead, functionality and reliability for every team member

The search was on for a new system that could integrate all the requirements that PwC needed for its close to a thousand employees. 3CX was recommended from one of the partners at the firm and Enmanuel began speaking with a 3CX channel partner to see how 3CX could benefit their business.

Enmanuel looked into several alternatives to 3CX, but when it came down to the final choice it was quite clear which brand came out on top. 3CX offered the firm drastic cost savings compared with its competitors. This came down to 3CX’s model of charging per Sim. Call rather than the conventional per licence model. The functionalities offered by 3CX were the only ones that perfectly matched Pacheco, Apostólico y Asociados’ needs without nickel and diming for each added feature. There was also the added benefit of it integrating with the current E1 system they had in place.

Enmanuel Leonis, Operations Supervisor: “It only took one week to get the new 3CX system up and running, and the results of the switch were noticeable right away. The implementation was seamless and we couldn’t have hoped for a better transition.”

Now with 3CX, staff are able to visit customers at their offices anywhere in the country without fear of disconnecting from the resources they would normally have access to in the office. Enmanuel has noticed a difference in the team’s productivity and says that is was almost an immediate change. 3CX offered the cost considerations they were looking for with the reliability of the traditional PBX service providers.

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