Retail Transformation Through Cloud Communications 

The Challenge

A family-owned retailer supplying handmade furniture to Australia, NZ, Europe, and the USA, approached Arrow for help modernising their communications. With over 12 sites including regional locations, the business was dealing with:

• Unreliable internet connectivity across locations
• Outdated on-premise technology limiting collaboration
• No centralised phone system or visibility across sites
• Difficulty managing customer enquiries and internal comms

The business needed a future-ready solution that could:

• Unify all stores, warehouse, and head office communications
• Improve customer service through a consistent experience
• Ensure business continuity with reliable, high-speed internet
• Simplify internal collaboration and data sharing

The Solution

Arrow began with a thorough analysis of the client’s infrastructure, then implemented a multi-site solution powered by 8×8’s Unified Communications as a Service (UCaaS) platform. This included deploying a cloud-based virtual office environment and equipping all 12 locations with high-speed fibre internet, supported by 4G backup to ensure uptime in the event of outages.

A centralised 13-number was provisioned with custom call routing and recorded messaging, ensuring customers reached the right store based on their location. Internally, all sites were integrated into one communications system, with staff using cloud-based tools to collaborate and share data seamlessly.

Key components of the solution included:

• 8×8 Cloud UCaaS Platform: Centralised communications and collaboration across all locations
• Cloud-Based Virtual Office: Enabling file sharing, team messaging, and unified workflows
• Centralised 13 Phone Number: With interactive voice response (IVR) and smart call routing
• Fibre Internet with 4G Redundancy: Reliable connectivity with failover protection
• Cloud Analytics and Reporting: Tracking sales, calls, and stock performance in real time
• Hardware & Integration: Yealink handsets, DrayTek routers, and fax-over-VoIP deployment

The Outcomes:

The client now operates as one unified business, with all 12 sites connected via cloud communications and synchronised data systems. The shift away from legacy technology has enabled smoother operations, stronger customer engagement, and a more mobile workforce.

Benefits delivered:

• Centralised, Cloud-Based Communication: Supporting consistent customer service and team collaboration
• Improved Connectivity and Continuity: High-speed fibre backed by 4G keeps stores running
• Streamlined Operations: No more dropped calls or lost data—everything is available in the cloud
• Enhanced Customer Experience: Callers are greeted professionally and routed quickly
• Scalability for Growth: New sites or users can be added easily with no disruption

Procurement Specialists

Arrow Voice & Data is your one-stop partner for IT and communications. As procurement specialists, we handle everything from technology selection to installation, support, and lifecycle management—so your team can stay focused on what matters most.

Whether you’re managing 3 sites or 30, Arrow ensures your systems are future-ready, cost-effective, and fully supported.