WESCO AG Installed by axelion AG
WESCO is on a mission to improve air quality. As a Swiss specialist in ventilation and air filtration, it’s not just about knowing everything there is to know about good air, but also about the places where good, clean air is essential—from the kitchen to the entire home, and on to the office, the classroom, and public buildings.
Why did WESCO switch to the 3CX phone system?
Over ten years ago, we opted for an Avaya phone system. Over time, we realized that it lacked the analytics capabilities we needed. In 2019, we switched to Skype for Business, assuming that it would allow us to manage our telephony more effectively and knowing that video calls would open up additional possibilities. Shortly thereafter, Microsoft Teams was introduced, and we began actively using it as well. We were never satisfied with the remaining functionality (just telephony) from Skype for Business, and the operating costs were too high. Our goal was to have collaboration and telephony in separate systems, both fully cloud-based. We decided on the 3CX phone system after thoroughly evaluating various solutions. The actual implementation took two months from the decision to completion. On this basis, we were able to largely relieve the IT department of the responsibility for managing the phone system and entrust these tasks—from configuring call queues to assigning phone numbers—to the reception staff.
Why did you choose peoplefone as your phone provider?
Our 3CX partner, axelion, recommended peoplefone to us as a small and agile phone provider. The integration of the SIP trunk with the cloud-based system and the promised speed of implementation were decisive factors in this choice.
How did the migration process go? Did the employees notice anything?
We switched to 3CX on September 30, 2019. At first, everything went like clockwork. Unfortunately, we then experienced significant, albeit brief, issues with system outages, which axelion was able to resolve by migrating our cloud to a different data center. Apart from new clients on their devices, our employees hardly noticed the switch. We had already been using VoIP telephony and headsets. To ensure the rollout went as smoothly as possible, we established a 3CX key user group. Its members were familiar with the most important features and were able to train their colleagues accordingly. Of the ten people in the original key user group, four remain today, providing sporadic support and ensuring normal operations.
How satisfied are you with the solution two years later?
Even three years after the switch, we’re very satisfied with the new solution. The phone system and VoIP telephony run reliably and are flexible to use. In most cases, we can manage the system ourselves and rarely need to call on axelion for support. The lines of communication are very direct. We still see potential for improvement in the analytics and reports. Additionally, the dashboard could be designed to be more attractive and user-friendly.
How was the collaboration with peoplefone and axelion?
It was clear from the start that the two companies know each other well and communicate regularly. As an SME, we’re able to engage with them as equals. For example, when we wanted to make certain adjustments to the number range, they were implemented very quickly. Furthermore, thanks to peoplefone’s flat-rate plan, we benefit from a high degree of flexibility.
What impressed you most about working with peoplefone and axelion?
Both companies always focus on the solution, not the problem. Their very quick response time is also worth mentioning. Since we’ve been working with peoplefone and axelion, we’ve had three or four instances of technical glitches. Each time, these were resolved quickly and without any hassle. The alert system, which initially wasn’t fully functional, was also optimized within a short time. Since, as a customer, I don’t want to get stuck on hold, we deliberately chose these responsive providers. Based on our consistently positive experiences, we’ve already recommended this duo to a tenant in our building.
Interview with Florian Studer, CFO of WESCO AG