Complete visibility into telecom usage is a fundamental step in better understanding call activity and how calls are being handled, ensuring compliance and maintaining optimal performance. BNSF Logistics, an industry-leading transportation intermediary company, leveraged their Calero call accounting software to achieve immediate results just weeks after implementation. In this blog, we explore what prompted BNSF Logistics to seek a change, what they needed in a new solution and how working with Calero’s software gave them the robust reporting capabilities and actionable insights to garner quick wins and meet their goals.
Like many growing companies, BNSF Logistics faced that happy problem of outgrowing their legacy systems when their operations expanded. At the time they chose their initial solution, they were a relatively small operation, with few teams and offices. They only had basic needs such as tracking their total inbound and outbound calls. But as they expanded their services, the company realized the existing product they were using was simply unable to meet their needs. It was unstable, running on outdated hardware and providing unreliable and unusable data. They also discovered the call processing method was flawed; it significantly inflated or deflated numbers every time the software crashed or didn’t create a report. This meant report data was inaccurate for any given timeframe, making reporting useless.
As the product aged and their support contract ended, they had limited recourse to address these issues. They also had growing needs. Managers wanted more full-cycle activity and behavior reports. Others had started to request the ability to report on missed call averages, transfer times, ring and hold times, hunt group activities, geographies, times of day and more. In order to improve decision making, they needed detailed reporting they could count on.
They began their search for a better option.
BNSF Logistics wanted to partner with a vendor that took pride in their service and provided stellar, industry-leading products and reporting capabilities. They broke down what they needed in a new solutions provider into four main requirements:
They also required compatibility with PBX and Avaya Aura Communication Manager 7.1.1, as well as an on-premise option where hardware requirements were low and virtualization was supported. This requirement is where they first had a chance to get a feel for Calero, who had been introduced through their telecom consultant. From initial discussions, BNSF Logistics was impressed with Calero’s knowledge of Avaya terminology and their definitive answers to capabilities supported within their environment. Throughout the proof-of-concept phase, the company found this to hold true, with Calero bringing expertise in not only their own software but in Avaya Site Administration, enabling a quick and smooth implementation process.
The smooth implementation and easy setup of Calero’s VeraSMART software allowed BNSF Logistics to hit the ground running. Intuitive interfaces and overall usability drove user adoption. Managers and team leaders were happy with the new reporting capabilities and began requesting more information. As users started to see the level of detail available, they started to request their own access and discover new insights.
When it comes to optimizing telecom performance, there is no substitute for visibility. With greater visibility and reporting capabilities, BNSF Logistics was able to gain the actionable insights they needed to quickly solve problems, improve their decision making and restructure their operations across their telecom environment.
To learn more about BNSF Logistics and how they use Calero’s Call Accounting Solution, watch this recent session from Calero World Online 2018.
Complete visibility into telecom usage is a fundamental step in better understanding call activity and how calls are being handled, ensuring compliance and maintaining optimal...