Heim AG Modernizes Telephony: Successful Switch to 3CX in the Cloud
Why did you need a new telephony solution?
We had an older, physical telephone system with desk phones that no longer properly met our needs and could not be further developed. For example, it did not allow the display of phone numbers for our external employees, and separating our departments was also impossible. Given that we have seen significant staff growth over the recent years, a new and modern PBX became indispensable.
What specific telephony requirements do you have at Heim AG?
We rely on 100% availability, and for this purpose, we have a subscription with two internet providers. Since we have nearly 50 employees on the road every day, we also need to integrate the company number onto their mobile phones. Furthermore, it is important for us to integrate our ERP system into the telephony setup. Evaluations of our employees' calling behavior are also valuable to us, not least in the context of the aforementioned staff growth.
What were the main reasons for moving away from the Swisscom telephony solution?
The cost advantage was certainly an argument for leaving Swisscom—though we will only be able to properly assess the actual price difference over time. Other reasons for the switch included complicated billing and constantly changing contact persons at the previous provider. We weren't dissatisfied with the network coverage, but that alone is obviously not enough to stay.
What advantages does the new 3CX solution bring you, and how long has it been in operation?
The transition to 3CX took place at the end of May 2025. An obvious advantage of the new cloud solution is that we require less hardware, which means more space at the workplace. The clear overview of employee availability also makes our work easier and helps maintain focus. Last but not least, a virtual telephone system like 3CX is much easier and more efficient to maintain.
Why did you choose the Microsoft Azure cloud solution?
The deciding factor for this choice was the maintenance advantage. Ultimately, this cloud solution is much more efficient and user-friendly for our IT department.
What are the most important features of caller identification using the Lehmann Connector, and how satisfied are you and your employees with it?
For us, the most important feature of the Lehmann Connector is the integration of our ERP software, Microsoft Dynamics 365 Business Central. This automatically displays the relevant project for incoming calls. With 130–140 calls per employee to the switchboard every day, this brings significant benefits in terms of increased efficiency and reduced error rates. Consequently, our employees were very satisfied with it right from the start.
What were the main reasons for awarding the contract to the installation company A. Lehmann Elektro AG and the provider peoplefone during the tender process for your telephony solution?
A freelancer who handles our IT had already worked with A. Lehmann Elektro AG and had a very good experience with them. peoplefone, in turn, was recommended by the installation partner. This resulted in a package that felt very right for us. The price also won us over right from the beginning.
How did the transition go, and how was the new telephony solution received by your employees?
The ambitious transition, completed within two months, was very well received by the employees and went smoothly. A. Lehmann Elektro AG put in extra hours, and peoplefone coordinated everything perfectly with Swisscom so that the number porting went off without a hitch. We didn't have to worry about a thing; everything ran ideally in the background. Since we are highly dependent on phones, this seamless transition was crucial for the high level of acceptance among our staff.
How is the collaboration with A. Lehmann Elektro AG and peoplefone?
The collaboration is very professional—both companies are always available, flexible, and have quick response times. At times, they were quite challenged by the changes and several repeated adjustments, but both always maintained the necessary composure. Their proactivity was and continues to be a major plus. We had relatively few touchpoints with peoplefone directly; instead, we were primarily in communication with Patric Moser from A. Lehmann Elektro AG, who was our main contact person during the transition.
Interview with Martin Frank, Head of Services at Heim AG