"Successful Deployment of a Flexible Telephony Solution at the Landi Store in Frauenfeld"
The Landi Thula Cooperative has implemented a modern telephony solution for its newly opened location in Frauenfeld. In this interview, they discuss the requirements of modern telephony, the reasons for changing providers, and their experiences with the 3CX solution in cooperation with Tessera ICT AG and peoplefone.
Why did you need a new telephony solution for the Landi store in Frauenfeld?
The Landi store in Frauenfeld was newly opened, so we evaluated various options for the most suitable telephony solution for this new location. Since the offer from our existing provider was rather expensive, we looked around for alternatives. Based on a personal recommendation from a member of the executive board, we eventually became aware of Tessera ICT AG, and subsequently, peoplefone.
What specific telephony requirements does the branch in Frauenfeld have?
Our two most important requirements are mobility and affordability. Our employees rarely work from a fixed desk; they are mostly on the move around the store. The Frauenfeld branch has a central phone number—incoming calls are forwarded to the responsible or available employee whenever possible. To keep customers on the line, we use a queue until the call can be transferred. Ultimately, we chose company smartphones and the 3CX virtual phone system.
What were the primary reasons for moving away from the old telephony solution?
The cost structure of our previous telephony solution compared to the transparent and cost-effective offer from Michael Rechsteiner at Tessera and peoplefone. In our older branches, we still use simple landline phones with physical Mitel phone systems. These systems are now slowly reaching the end of their lifecycle, so we will need a more modern telephony solution there as well.
What advantages does the new solution with 3CX offer, and what does it look like in detail?
3CX perfectly meets our requirements regarding call forwarding and provides a clear overview of our employees' availability. The solution using company smartphones is tailored to the mobile way our store staff works, and it also ensures availability on adjacent plots of the branch or during occasional external activities. It does not require expensive DECT transmitters, as it is based on the GSM mobile standard. One small drawback of this solution is that coverage at our Frauenfeld branch is not equally good everywhere—for example, in the changing rooms.
What were the main reasons for awarding the contract to the installation company Tessera ICT AG and the provider peoplefone?
An initial test of the 3CX solution from Tessera and peoplefone completely convinced us. This, combined with the extensive expertise of Michael Rechsteiner from Tessera—who had also shown us alternative solutions—as well as the attractive price, were the main reasons for awarding the contract. Another major advantage of the chosen solution is that Tessera can update and support the phones remotely and implement changes across all phones simultaneously.
How did the transition go at the end of February 2025, and how was the new telephony solution received by the employees at the Frauenfeld branch?
The transition went smoothly and exactly as planned. Acceptance among employees varied. Not everyone was familiar with Android apps or could operate the app correctly from the start. This was certainly also due to the fact that staff were overwhelmed with a lot of information right at the beginning and prior to the store opening.
How do support and general cooperation with Tessera AG and peoplefone work?
Support and cooperation work very well—with Michael Rechsteiner and his deputy, we have a central point of contact at Tessera who is responsible for everything, including contacting peoplefone. For time-saving reasons, it is important for us that we do not have to deal with the provider directly.
What do you particularly value about both partners, and is there anything specific you would still wish for?
We highly value the quick accessibility, proximity, and transparency of Tessera, and by extension, peoplefone. The only small drawback was the lack of training materials from Tessera for onboarding. An operating manual or tutorial in the form of a video or a presentation for new employees would be ideal and would ease the burden on both sides so that errors can be prevented in advance. To my knowledge, Tessera is already working on a corresponding solution.
Is it conceivable that you will introduce the telephony solution with the 3CX app on company smartphones to other Landi Thula branches as well?
We will certainly look into and evaluate that for the other branches when the opportunity arises. At the headquarters, the requirements and connections involving BVL and SAP solutions are somewhat different, which is why we will probably use a different telephony solution there.
Interview with Gallus Jöhl, Head of Sites and Technology and Member of the Executive Board of Landi Thula.