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Watch this three-minute video to learn how AkzoNobel Industrial Chemicals is using the BT One Enterprise Managed IP telephony voice service to lower costs and improve customer service.
AkzoNobel Industrial Chemicals is a business unit of the global company AkzoNobel N.V. It produces and markets products that are used in the chemical, detergent, construction, food, pulp and paper, and plastic industries – including the manufacture of glass, performance plastics, pharmaceuticals, and textiles. AkzoNobel Industrial Chemicals has employees working at locations in the Netherlands, Germany, Denmark, the USA, China, and Japan.
Highly dependent on its telephone systems, AkzoNobel Industrial Chemicals wanted to update its voice communications infrastructure to lower costs and enable customer service, marketing, and sales departments in particular to benefit from the latest technology. It started a review to investigate replacement of legacy PBX systems serving key sites. An IP telephony-based infrastructure was needed, but it was essential to avoid business disruption. Careful planning, faultless execution, and timely delivery were key requirements, as was the need to minimise the impact on end users by making sure that the new technology was intuitive and easy to use.
The company set about selecting a business partner that could advise on both strategic and operational issues, as well as complete the transition with speed and efficiency, and chose BT Global Services.
The initial transition to IP telephony focused on providing voice services for employees at the business unit’s headquarters at Amersfoort and another major site at Hengelo, both in the Netherlands. Centralised Cisco Unified Communication Manager (UCM) servers were deployed in a fully resilient configuration hosted at the company’s own data centres, along with new Cisco IP Phones on every desk.
More recently, AkzoNobel Industrial Chemicals issued a competitive tender to extend the solution to five further locations: Mariager in Denmark, Frankfurt in Germany, Delfzijl and Rotterdam in the Netherlands and a Functional Chemicals site in Mons . After re-evaluating the market, AkzoNobel Industrial Chemicals chose to extend its contract with BT, opting for the BT One Enterprise Voice solution.
Oussama Zoubairi, Global Infrastructure Support Manager at AkzoNobel Industrial Chemicals, says: “Global coverage, one dedicated implementation team for all projects, and proven experience were decisive factors in choosing BT as our IP telephony service provider.”
The Mariager site has already been brought onto the platform without service interruption. Today, the BT managed IP telephony service reaches over 1,000 users and, once the latest rollout is completed, this will extend to approaching 2,500. BT provides proactive support services, constantly monitoring the performance of the platform and solving any problems immediately as they occur, most often before AkzoNobel Industrial Chemicals end users are impacted.
The choice of a centralised IP telephony platform has paid dividends for AkzoNobel Industrial Chemicals as it offers investment protection and the scalability to meet future business growth requirements. Feedback from a customer satisfaction survey has confirmed that the project delivery at Mariager was highly valued. “Looking back at the Mariager implementation as an example, the BT team did a great job,” recalls Oussama Zoubairi. “It delivered the project on time, within budget and in line with all our requirements.”
The BT One Enterprise Voice managed solution has proven very reliable in service and provides all the fundamental communication features necessary for AkzoNobel Industrial Chemicals customer service, marketing and sales departments to efficiently conduct daily business. There are significant cost savings, having now eliminated maintenance charges for the old PBXs. With moves and changes often now possible without engineering intervention and a single BT point of contact for operational support, the business is more agile and administration costs have reduced too.
The solution is flexible and can be easily enhanced and extended with unified communications applications like presence, unified messaging, voicemail, contact centre services, fixed-mobile convergence, and video. This provides AkzoNobel Industrial Chemicals with a unified communications and collaboration roadmap, underpinned by a comprehensive BT portfolio of support services.
BT firmly believes that its IP telephony solution can be cost effectively leveraged for wider global deployment. A good example of this would be an opportunity at the AkzoNobel decorative paints business unit. With the BT One Enterprise Voice service already reaching over 100 countries worldwide, BT Global Services is well positioned to help.
The BT differentiators
- A business-led approach focusing on issues and solutions rather than technical detail alone
- Global reach coupled with local delivery across the Netherlands and beyond, with a single point of contact for sales and support
- Fully managed service with attractive commercial terms requiring no significant capital expenditure
- Clear understanding of AkzoNobel Industrial Chemical’s requirements through engagement of knowledgeable and experienced BT project team
- BT One Enterprise Voice IP telephony solution based on fully managed Cisco UCM appliances
- IP Connect MPLS-based connection for remote monitoring