A medium-sized financial consulting firm, “Future Financials,” located in the UAE, specializes in delivering financial advice and management services to over 100 clients, including startups and mid-market companies. As their client base grew, they encountered challenges in maintaining effective communication across teams, handling client inquiries, and ensuring seamless collaboration.
The Challenge:
Future Financials faced several issues:
- Their existing telephony system was outdated, leading to frequent communication breakdowns.
- Collaboration between teams was inefficient, with no unified platform for voice, video, and instant messaging.
- Clients complained about delays in reaching the right team or department, negatively impacting client satisfaction.
- Scaling their communication infrastructure to meet their growing needs was expensive and complex.
Why Avaya?
Future Financials turned to Avaya Solutions because of their reputation for offering cost-effective, scalable, and user-friendly communication tools tailored to small and medium-sized businesses (SMBs). Avaya’s robust portfolio, including unified communication (UC) platforms and IP telephony systems, promised to address the firm’s pain points effectively.
Solution Implementation:
The Al Aneeq team partnered with Future Financials to implement a customized Avaya solution. Key aspects of the deployment included:
- Avaya IP Office Platform:
- Delivered a cost-effective communication system that integrated voice, video, and messaging into a unified platform.
- Enabled employees to access the system from any device—desktop, smartphone, or tablet—enhancing flexibility.
- Call Routing and Auto-Attendant:
- Implemented smart call routing to ensure clients were directed to the correct department or agent without delays.
- The auto-attendant feature allowed clients to access essential information or leave messages after office hours.
- Video Conferencing and Collaboration Tools:
- Avaya Spaces provided video conferencing, file sharing, and team chat capabilities, streamlining internal and external collaboration.
- Scalability and Cloud Integration:
- Deployed a scalable solution that allowed Future Financials to add more users as their team grew.
- Integrated cloud-based features, ensuring data security and seamless updates without additional infrastructure costs.
Results:
Increased Client Satisfaction:
Improved communication and faster response times led to a 15% increase in client retention and a higher Net Promoter Score (NPS).
Enhanced Client Communication:
Call routing and auto-attendant features improved response times by 40%, ensuring clients reached the right team quickly and efficiently.
Improved Collaboration:
With Avaya Spaces, employees could collaborate across teams and locations effortlessly, resulting in a 25% boost in productivity.
Cost Savings:
By moving to Avaya’s IP Office and eliminating their reliance on outdated hardware, Future Financials reduced communication costs by 30%.
Scalable Growth:
The firm easily added 20 new team members within a year, demonstrating the scalability of the solution.
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Al Aneeq Computers Devices TR.LLC.SP
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