Unified Comms & Managed Network for Multisite Retail 

The Challenge

A leading national retailer and wholesaler of industrial tools, consumables, and accessories with 100+ retails stores and 25 workshops across Australia, was facing growing communication and network challenges. With a workforce spread across retail, servicing, and online channels, their existing infrastructure was no longer fit for purpose.

Their on-premise phone system was prone to outages, internet connections lacked redundancy, their IPsec VPN was slow, and IT security concerns were increasing. Managing a consistent experience across all locations for both customers and staff was becoming increasingly difficult.

They needed a future-ready, multisite solution that could:

• Deliver reliable communications and connectivity across all locations.
• Improve customer service with faster, more consistent call handling.
• Enable growth without requiring continual infrastructure overhauls.
• Provide security, uptime, and performance for critical systems and applications.

The Solution

Arrow Voice & Data began with a detailed consultation to assess business goals and existing IT and communications infrastructure. Working closely with the client, we created a digital transformation roadmap tailored to their scale and complexity.

We delivered a unified cloud communications solution featuring 8×8’s cloud phone and contact centre platforms, supported by high-speed business-grade fibre and nbn® internet. To ensure continuity, 4G failover was implemented alongside secure Wi-Fi at every location.

A Cisco Meraki SD-WAN provided centralised network management and strong security posture across all sites, while Arrow’s project delivery team planned the rollout to avoid disruption to retail operations.

Key components of the solution included:

• 8×8 Cloud UC & Contact Centre: Unified voice and customer engagement across sites.
• High-Speed Fibre & nbn® with 4G Redundancy: Ensures consistent uptime and performance.
• Cisco Meraki SD-WAN: Secure, centralised network management with scalability for future growth.
• Secure Wi-Fi: Reliable connectivity for staff and business applications.
• Project Management & Deployment Support: National rollout delivered without store downtime.

The Outcomes:

The client now operates with a fully cloud-based communications platform that supports consistent, high-quality interactions at every customer touchpoint, whether online, in-store, or over the phone.

Key benefits include:

• Customer Experience: Missed calls significantly reduced, call queuing improved, and faster response times. 
• Staff Efficiency & Morale: Cloud CRM integration simplifies ticket and customer interaction management. 
• Network Performance: Clear voice, faster SAP/CRM responses, and smooth browsing—without costly bandwidth upgrades. 
• Business Continuity: Redundant internet and SD-WAN ensure resilience and reliability at every location. 
• Rapid Store Expansion: New locations can be rolled out internally, without additional third-party assistance. 

Procurement Specialists

Arrow is your single source for business communications and IT solutions. As procurement specialists, we manage everything including technology sourcing, service integration, deployment, and support, under one simple agreement.

Our Turn Key offering ensures everything works together seamlessly, with no vendor runaround. You get one bill, one support team, and a dedicated Australian-based account manager who understands your business.

With Arrow, your team can focus on sales and service while we handle the tech behind the scenes.