WebEx improves internal communications

Monday, 12 October, 2009

UXC Getronics was facing internal communication challenges with some 500 people across Australia, that needed to be addressed. With 100 service locations across Australia and a head office in Sydney, communication between offices and training for the company’s sales team was complicated and needed to be more effective and consistent to ensure everyone remained up to date with company and technology developments.

UXC Getronics helps organisations to improve their performance and productivity through consulting, design, implementation and management of unified communications and integrated desktop environments. Communicating with its employees who work in an outsourced capacity on site at customer locations was also difficult. These employees could spend many months at a time outside of the company office and management was particularly concerned about keeping them across day-to-day company news and making sure they still felt part of the UXC Getronics team.

Another challenge the company faced was to support the processes of its project management office. For each proposal, bid and quote the company provides, there is an opportunity management process (OMP) that requires the input of the company’s financial controller, legal counsel and the relevant sales team members. This process assesses the risk involved for UXC Getronics in pitching for the business and determines whether the company can meet the customer’s requirements.

Ed Phillips, National Solutions Manager at UXC Getronics, says; “Because the team is dispersed, fulfilling the OMP was becoming increasingly difficult. In-person meetings were nearly impossible to schedule and phone calls were unsatisfactory as it’s difficult to ensure that the information being looked at was the same for each participant and that the necessary changes to documentation would be made with agreement from all parties.”

Demand from customers, along with the need to address its own communication challenges, lead UXC Getronics to trial the online meeting platform, Cisco WebEx Meeting Center. With its integrated voice and video, powerful collaboration and presentation capabilities, secure communications and simple interface, the WebEx solution satisfied UXC Getronics requirements.

The company now uses WebEx Meeting Center to communicate regularly with more than 300 people in the organisation, for training, sales, company updates and the opportunity management process. In addition, UXC Getronics uses WebEx for a range of customer interactions, including sales presentations, demonstrations and technical support.

Since deploying the WebEx Meeting Center, UXC Getronics has improved its agility, particularly speeding up its go-to-market time and sales qualification process, which inevitably allows it to win more business. For example, UXC Getronics recently received a complex request for proposal (RFQ) with a contract value of approximately two million dollars and an aggressive response time of just 10 days. Phillips comments, “Whereas, previously, the time frame may have prevented us from responding, the team were able to meet within 24 hours, using WebEx to simultaneously qualify the proposal, review pricing and tender terms and conditions and finally agree to respond. The bid team then used WebEx to share documents to construct the response, which was submitted within the short time frame.”

Using WebEx, the Managing Director of UXC Getronics now also has regular contact with staff working on customer premises around the country. Paul Timmins, Managing Director at UXC Getronics, explains: “Now I can schedule short, yet interactive, update sessions with the whole team via WebEx wherever they are; providing them with regular communication without affecting our onsite delivery commitments to the customer.”

“Overall we are extremely satisfied with WebEx - it is a great collaboration tool that brings our people together and gets them working closer and more efficiently. In addition, the quantifiable cost benefit of using WebEx has been beneficial. For example, we believe we have saved in excess of $50,000 in travel and printing costs in the last six months,” comments Timmins.

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