Leading by example: RBC Group is remote ready with 3CX!

RBC Group is one of the largest technology integrators for scaling companies' remote workforce all over Australia. After spending so much time assisting their clients with remote working, RBC Group realized the shortcomings of their own communication system. Thanks to Ducentis, 3CX Platinum Partner, they got introduced to an ultimate solution to help unify their offices and improve staff mobility. Now, they confidently lead by example with the 3CX Phone System.

The Challenge

Their outdated Cisco Call Manager stood in the way of efficient internal communication. It was very restrictive and inconvenient to use for staff who are spread over multiple locations or constantly on the road. Instead, they needed a unified PBX that could keep them connected at all times.

Plus, call flows and voice applications were managed separately at each individual RBC location presenting another challenge. In order to unify all their communications, they required a Call Flow Designer with an advanced approach for handling calls across numerous sites in different timezones.

Best Customer Service Even While Remote Working

Of all the alternatives they looked into, 3CX stood out with their comprehensive list of mobility and remote working features. The mobile and Windows apps were ideal for attending to customers' needs and keeping track of their team’s availability using activity status and call presence features. What’s more, the 3CX Video Conference was key in hosting Sales meetings and training sessions internally, as well as with clients.

3CX also offers other contact center functionalities that took customer experience to the next level. For instance:

  • SLA alerts and advanced call group strategies allowing better management of incoming calls.
  • Call recording for improved Quality Assurance and staff training.
  • Skilled based routing optimization to ensure customer requests are addressed more efficiently.

“Being in IT means you will have to make and receive a lot of calls internally. Luckily, 3CX allows you to see when users are available, in meetings, on the phone, out to lunch or if they have finished for the day as easily as lookup the contact on the softphone or in the WEB UI. The setup and transition to working remotely (or on the road for Sales and technicians) is as simple as scanning a code or opening a file that is sent out to end users. It’s made our job easier.”

Matt Rich, Managed Information Service Technician, RBC Group

The Results

For half the cost, RBC Group got a scalable and cost effective UC solution. Thanks to 3CX, they could unify the company's entire communication platform. Staff productivity and efficiency skyrocketed with the use of status and call presence visible within the 3CX Web Client. The management team could also monitor daily operations with the neat insights from the advanced call and chat reports.

The Customer

RBC Group logo

RBC Group provides the ability to quickly scale your remote workforce without compromising capability, especially now when business interruption or security has never been more critical. RBC is formed by Technology Integrators that specialize in providing innovative solutions to support your remote workforce wherever they may be.