Case Study: How Videocall and Cisco Unified Communications for an Enterprise Company
Here, we shine a light on one of our customers who have used Videocall’s professional services and Cisco’s state-of-the-art solutions to turn their existing collaborative tools into a versatile and reliable solution for all user communities.
Focus on: Retail
The customer: Our customer is an international fashion retailer. They have hundreds of stores throughout the UK and the US and have a dedicated customer base of all ages.
Their requirements: Due to the large number of globally-located stores, our customer required an efficient and reliable video conferencing solution that could bring together each store’s staff for improved customer service and a more unified strategy for day-to-day operations. Furthermore, head office wanted a simple-to-use method of speaking with all companies making up the supply chain, from factories to logistics.
Their current solution: Before becoming a Videocall customer, the retailer used very basic video conferencing software and hardware. The head office HQ was equipped with three medium sized meeting rooms, each using different Cisco room systems. The meeting rooms have not been updated for a while and are not used as regularly as the customer would like.
Shop floor staff and managers were able to connect to meetings via Skype for Business on their work laptops, however their Skype for Business infrastructure was not compatible with head office’s room systems, which often meant meetings were held on a less than satisfactory laptop that ran low quality meetings through a Skype for Business environment that was not optimised for the company’s high volume of VC traffic.
Communication between stores was done over the phone, which has often led to misunderstandings as to the layout of store offers. Head office’s communications with overseas suppliers was done via email, which caused numerous delays and a great deal of confusion in translation.
What we found: Our highly-trained consultants and solutions engineers discussed the customer’s requirements at length, analysing their existing workflows and infrastructure and designing a solution that worked best for mission critical operations.
Due to the fact that head office used Cisco room systems and shop floor staff were familiar with Skype for Business, an interoperable solution that bridged the gap between these two environments was key. In the meetings rooms at head office HQ, the customer had a Cisco MX800, a Cisco MX300 and the third contained the MX200, all managed by their in-house IT team on an on-premise network. This was suitable for communicating with employees and partners within the same video conferencing environment, however it lacked the versatility needed to ensure all user communities could collaborate via an infrastructure that worked for them.
What we suggested: As a result of our analysis, we deployed our Intelligent Cloud Experience (ICE) platform to deliver high quality interoperable video conferencing for everyone involved in the business. The Cisco room systems that head office staff were accustomed to are now able to communicate with the varying environments used by international suppliers and shop floor staff.
Whilst Cisco room systems work with with all video-enabled endpoints, ICE facilitates the interoperability of infrastructures. This means that the shop floor staff who are more comfortable using Skype for Business can still do so, whilst arriving at meetings that were initiated via a room system.
Furthermore, international suppliers and partners can now arrive at the same meeting either through audio or video, from their own devices, regardless of their location. This enables faster communication, which in turn delivers quicker decision making. This can often be a critical element in the success of retail companies.
Now, our customer can host live streams via a URL for all staff, enabling company-wide information sharing at the touch of a button. Training is made more efficient with the ability to record meetings, so new starters can receive the same learning resources as seasoned employees. Moreover, the stores are brought closer together so teams can deliver better customer service through deeper levels of store-to-store communication.
Conclusion: Our customer now has the tools needed to become futureproof regarding their collaboration. Regardless of device, infrastructure and location, employees at every level can speak to one another face-to-face, without the need for lenghy methods of connecting. The customer has reported greater unification between staff, raising morale and emotional proximity, thereby encouraging better customer service. This drives more footfall in-store, raising profits and achieving ROI, without disruption to daily operations.
If you would like to learn more about how video conferencing can become this easy, download our free whitepaper, created in conjunction with Cisco.