CPI S.A. is a leading technology solutions provider in Greece, renowned for offering a wide range of IT hardware, software, and integrated solutions. Committed to innovation and customer satisfaction, CPI S.A. recognized the need to upgrade its communication infrastructure to support better customer service, enhance internal collaboration, and improve marketing and training efforts.
Objectives
CPI S.A. sought to:
- Upgrade its telephony system with a modern, cloud-based solution.
- Implement a scalable and efficient contact center to enhance customer service.
- Facilitate seamless internal and external meetings.
- Conduct large-scale webinars for marketing and training purposes.
Challenges
- Fragmented Communication Systems: Existing tools were disjointed and inefficient.
- Remote Work Adaptation: Increased remote work required a more flexible communication solution.
- Customer Service Efficiency: Needed a scalable contact center to handle a growing volume of customer inquiries.
- Effective Event Management: Existing tools were inadequate for hosting large webinars with advanced features.
Solution
CPI S.A. chose Zoom’s comprehensive suite of communication tools, including Zoom Phone, Zoom Contact Center, Zoom Meetings, and Zoom Webinar, for its advanced features, ease of integration, and cost-effectiveness.
Implementation
Phase 1: Planning and Preparation
- Assessment: Conducted a detailed assessment of the existing communication infrastructure and identified specific requirements.
- Stakeholder Engagement: Collaborated with key stakeholders to ensure alignment on goals and expectations.
- Solution Design: Created a comprehensive implementation plan tailored to CPI S.A.’s needs.
Key Components Implemented:
- Zoom Phone: Replaced the outdated PBX system with a cloud-based telephony solution.
- Zoom Contact Center: Deployed to manage customer service operations efficiently.
- Zoom Meetings: Used for seamless internal and external communications.
- Zoom Webinar: Implemented for conducting large-scale webinars with advanced engagement features.
Phase 2: Deployment
Zoom Phone:
- Pilot Program: Launched a pilot program to test functionality and gather feedback.
- Full Deployment: Rolled out the solution company-wide with minimal disruption.
- Training: Conducted training sessions to familiarize employees with the new system.
Zoom Contact Center:
- Configuration: Customized the contact center to align with CPI S.A.’s customer service processes.
- Integration: Integrated with existing CRM and support tools.
- Training: Provided extensive training for customer service representatives.
Zoom Meetings:
- Rollout: Deployed Zoom Meetings across all departments.
- Usage Training: Offered training sessions to ensure effective use of the platform.
Zoom Webinar:
- Setup: Configured the webinar platform for marketing and training purposes.
- Training: Educated the marketing team on best practices for hosting webinars.
Phase 3: Post-Implementation
- Support: Established a dedicated support system to address any issues and provide ongoing assistance.
- Monitoring and Optimization: Continuously monitored performance and user feedback to optimize settings and configurations.
Results
Enhanced Customer Service:
- Improved response times and customer satisfaction with the efficient handling of inquiries through the Zoom Contact Center.
- Provided advanced call routing, recording, and analytics to optimize customer service operations.
Improved Collaboration:
- Facilitated seamless communication and collaboration among remote and in-office employees with Zoom Meetings.
- Increased productivity and reduced travel costs.
Effective Marketing and Training:
- Successfully hosted large-scale webinars with Zoom Webinar, reaching a broader audience.
- Utilized advanced features such as Q&A, polling, and reporting to enhance engagement and measure success.
Cost Savings:
- Reduced overall communication costs by eliminating the need for multiple disjointed systems.
- Lowered maintenance expenses associated with the outdated PBX system.
Conclusion
The implementation of Zoom Phone, Zoom Contact Center, Zoom Meetings, and Zoom Webinar at CPI S.A. has significantly enhanced the company’s communication capabilities.
The integrated solution provided by Zoom has streamlined internal collaboration, improved customer service efficiency, and enabled effective marketing and training initiatives. CPI S.A. is now better equipped to support its employees and serve its customers, ensuring sustained growth and customer satisfaction.
