{"id":31722,"date":"2021-05-14T16:56:15","date_gmt":"2021-05-14T06:56:15","guid":{"rendered":"\/au\/en\/blog\/what-to-do-when-one-size-does-not-fit-all-for-communications\/"},"modified":"2021-05-14T16:56:15","modified_gmt":"2021-05-14T06:56:15","slug":"what-to-do-when-one-size-does-not-fit-all-for-communications","status":"publish","type":"post","link":"\/au\/en\/blog\/what-to-do-when-one-size-does-not-fit-all-for-communications\/","title":{"rendered":"What to do when \u2018one size does not fit all\u2019 for communications"},"content":{"rendered":"

A flexible RingCentral unified communications and contact centre solution, integrated with core group-wide systems, has ensured that Suntory Coffee reaps the benefits of a common, cloud-based communications platform while allowing eight different brands to continue to operate with the level of autonomy they need.<\/em><\/p>\n

Suntory Coffee<\/a> is a business with a strong pioneering history in coffee and brands in its portfolio that date back to the 1950s. Its purpose is to create innovative and sustainable fresh coffee for consumers in Australia, New Zealand and beyond.<\/p>\n

Effectively consisting of eight different business units spread across multiple locations in Australia and New Zealand, Suntory Coffee has complex communications needs. To improve overall operational efficiency, the business has developed a digital transformation roadmap and identified its legacy telephony environment as an upgrade priority.<\/p>\n

\u201cWe have invested heavily in roastery upgrades in Australia and New Zealand, and now we are looking at how we optimise the way we communicate, both internally and externally, through the contact centre,\u201d said Suraj Khadgi, Head of Procurement, Suntory Coffee.<\/p>\n

Each brand or business unit essentially operated its own telephony system, with no common infrastructure or connections between them. Working with technology advisor NativUC<\/a>, Suntory Coffee undertook extensive stakeholder engagement and consultation across the organisation to ensure that they captured the features and requirements from all the different business units and teams across Australia and New Zealand. That included working closely with Suntory Coffee\u2019s IT Manager David Rogers to fully scope the project and the ideal solution.<\/p>\n

\u201cBy sharing data and by sharing our contact centre function across the group, that will give us the opportunity not just to grow and adapt our business, but it will also ensure that our people can deliver customer service more effectively through integrated systems \u2013 including our CRM and warehouse management systems,\u201d said Khadgi.<\/p>\n

From there, Suntory Coffee worked with NativUC to explore the market to find the best communications solution that also had the flexibility to cater for a contact centre operating in both Australia and New Zealand; the range of different business needs of each business unit and the way they wanted to adopt collaboration tools; and be able to integrate with other applications in use by certain departments.<\/p>\n

\u201cNativUC\u2019s professionalism and patience in taking the time to understand our requirements really helped us to navigate the complexity of our environment and to understand what we needed in a communications and contact centre solution,\u201d said Khadgi.<\/p>\n

\u201cOne of the key features of the RingCentral solution is the ability to provide a platform that is flexible enough and agile enough to cater for a really complex operational model, which is spread across borders and with different needs. RingCentral also allows for each of Suntory Coffee\u2019s brands to continue to operate with a level of independence,\u201d said Marouane Rouicheq, Managing Director, NativUC.<\/p>\n

\u201cRingCentral had the high level of flexibility and agility, and open APIs that allow us to customise one common solution for every single site, almost in every single business unit. The fact that RingCentral was so customisable, so that we can work within its parameters as and when we see fit, was a standout from a procurement point of view,\u201d said Khadgi.<\/p>\n

\u201cThe real value of the project lies in the stakeholders \u2013 our users feeling that they have great tools, not just for now but also to support the growth of the business in the future and what the business is asking them to do,\u201d Khadgi continued.<\/p>\n

Through its procurement process, Suntory Coffee was able to ensure that the proposed RingCentral unified communications and contact solution not only aligned with the business\u2019s overall transformational strategy, but that it delivered on a number of specific objectives. The objectives included:<\/p>\n