Nominee: Digitcom Telecommunications Canada Inc. from Toronto, Ontario.

Describe the solution, service or initiative

a) Installation of a new telephone system to support inbound order Contact Center b) Conceptualize a method to integrate an off-site office, (voice and data) as client has outgrown current space

What makes it original or innovative?

Prior to the installation of our solution, Ontario Natural Food Cooperative Inc. channeled all calls through a single Reception position. This included administrative and operational calls, as well as those calling to place orders. The Reception position answered each and every call live, and when all order takers were on call, watch the lines and forward calls to an order desk position as soon as a position became free. Digitcom’s solution implemented a combination of an automated attendant and a Contact Centre, where order calls were directed to an order taker without reception intervention, and when all order taker positions were engaged, held callers in priority sequence until an order taker was free. While on hold, callers heard information about the organization and timely specials, which has since served to increase product sales and better introduce new products. Most importantly, the solution automatically and accurately advised each caller what their anticipated wait time would be, based on up-to-the-minute conditions, including the number of callers already in queue, the number of agents taking orders, and the average call length. Few systems in the small business space offer this service. Without this solution, it would have been necessary to add an additional reception position. The second challenge as the business grew was to integrate new office space established in a building less than 1 km away. While the client anticipated connecting the two locations with direct circuits from Bell Canada, on investigation, they learned cables did not traverse the intersection and a direct cable would have been in excess of 5km. Turning to Digitcom for a solution, Digitcom installed a point-to-point, line of sight air link, offering a seamless and transparent network extension to the new location. This solution provided the network integration they required, and the Avaya IP Office system in a hybrid configuration permitted the client to add IP telephones to their system currently equipped with Digital sets. The net result was a single cohesive telephone system covering both sites and operating under a single umbrella. The office again operated “as one” while in two locations.

Describe the improvement this solution made to the customer’s sales or revenues and provide measurable evidence of such.

This solution was a benefit to Ontario Natural Foods in both tangible and intangible ways. Tangible in that: • this solution eliminated the need for additional Reception position staff to accommodate the growing requirements in this area, with an immediate human resources savings; • increased sales with product recommendations, new product introductions to caller waiting in queue; and faster handling of incoming sales calls; intangibly with a higher level of caller satisfaction and resultant client goodwill.

Describe the improvement that was made to the customers efficiency, with measurable evidence.

As previously discussed, the Contact Center aspect of the solution increased both agent productivity and by removing the sales order call handling and line monitoring activities at Reception, provided the reception position with the time to take on additional other responsibilities.

How did the solution improve the customer’s ability to serve internal or external clients?

A decentralized telephone and data solution between the principle location and satellite office would have had significant and detrimental operational impact. What are now internal calls would become external calls, and it would have been virtually impossible to relocate certain individuals to the satellite office without integration. By integrating both voice and data through the air link system, all users are on the same network and the entire company operates as if they were located under one roof.

In what ways does the solution go above and beyond industry expectations?

Digitcom is proud to work with our clients. We listen to and detail requirements as stated by the client, and then observe how existing processes handle communications. In addition to analyzing the client’s needs, Digitcom makes recommendations for changes to communications traffic, reducing the number of times callers need to be transferred, thereby reducing the number of touches to a call to reach the final contact for resolution. Far from a template installation, each and every solution is custom programmed specifically to suit the best practices of the client and to attain the most efficient communications network possible.

How does the solution further your customer’s green or environmentally friendly plans?

Ontario Natural Food Products is truly a “green” company, and employs green technology and methods as much as possible in their day-to-day operations. The Avaya IP Office system represents significant reduction in power consumption compared to similar systems. Each Module consumes only 45 watts of power. The system runs sufficiently cool enough to eliminate the need for telephone room cooling, no air conditioning is required. With the low power consumption and the elimination of air conditioning systems, the impact on the environment is minimized and the annual savings for the client are considerable.

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