Kathimerini Gets Ready for Remote Work with 3CX
Kathimerini was looking for a replacement for their outdated PBX. Faced with the challenges of WFH, the Greek Daily newspaper required a solution that was flexible, scalable and able to support their ever-changing needs. With 3CX, Kathimerini swiftly adopted a future-proof communication system and restructured their internal and external communication to fit the ‘new normal’.
The Challenge
Working with an old proprietary PBX is limiting as is; let alone during a global pandemic and with a number of pressing Covid restrictions. Faced with the challenge of remote working, Kathimerini’s outdated PBX was severely under-equipped to support this transition. Besides, frequent complex and expensive version updates alongside various hardware and software upgrades were not only costly, but also time consuming and inconvenient.
Kathimerini wanted a PBX system that could offer more versatility without causing any disruption to their daily activity. Several functionalities, such as call queues and a digital receptionist, were already implemented in their previous PBX. In order to maintain proper customer service, they needed to ensure a smooth transition to the new system, without interruptions.
3CX Offers a Solution
With the help of 3CX Gold Partner, Digimark S.A, Kathimerini was able to quickly implement 3CX at a minimum cost and most importantly - hurdle-free!
Setting up the 3CX communication solution was simple and straightforward. In order to avoid downtime, Kathimerini was able to complete the 3CX installation while the previous PBX was still running. This certainly helped to prevent data loss and gave Kathimerini a chance to familiarize itself with the system before fully implementing it.
Hesitant at first, employees quickly pointed out how intuitive and user-friendly the software actually is. Even though 3CX provides detailed user manuals, educational material and a 3CX Academy completely free of charge and open to everyone, the employees required little
to no training before using the system.
Kathimerini’s agents who contact readers, subscribers and customers were also happy to take full advantage of Android and iOS apps, as well as 3CX Windows Desktop app and webclient. By connecting any device necessary to the work network, they were always a call or a message away. This flexibility and mobility were unthought of when using their previous proprietary PBX.
As a full suite UC solution, 3CX equipped Kathimerini’s staff with a diverse set of features ranging from remote access, call queues to IP connectivity. The latter, for instance, drastically cut the costs by scrapping the need for old telephone cabling. Since the 3CX PRO 96SC licence became their only expense, Kathimerini’s savings are expected to multiply over the years.
“After the new conditions were imposed by the Covid-19 pandemic, the hours we spent away from the office were and still are one too many. However, the solutions and features provided by the 3CX system have made our work much easier.”
Subscription Department, Kathimerini
The Results
Since Covid-19, working remotely has become the number one priority for Kathimerini. With the help of 3CX features Kathimerini’s staff are no longer tied to a deskphone and can easily make and take calls from outside the office. All of this, without extra costs or considerable time spent on training.
3CX also substantially improved customer experience and efficiency of the Greek newspaper. A better management of incoming calls using 3CX Webclient and Apps significantly reduced the number of missed calls. Kathimerini is a perfect example of how companies with established proprietary PBX can benefit by switching to an open standard, innovative solution such as the 3CX phone system.
The Customer
Kathimerini's goal is to provide detailed and extensive information to its readers. Every day, both in print and online, the newspaper provides a carefully selected mix of information, articles, analysis, and opinions.
Kathimerini provides comprehensive information, which is reflected in the separate sections included in its publication: (Politics, News, International, Cultural, Economic, Sports). By systematically separating the news into these sections, Kathimerini seeks to ensure that readers are informed comprehensively and in detail.
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