Project Description

CUSTOMER CASE STUDY

Linkly

Business Resilience, Continuity & Productivity

ABOUT LINKLY

Linkly was established in 1998 under the PC EFTPOS name, and have built their reputation through the seamless integration of payment terminals and POS systems. They are now the leading supplier of integrated payment solutions in Australia, powering over 200,000 terminals and over two billion transactions annually. Their applications support over 500 POS applications.

Linkly’s client base spans major retailers such as Woolworths, David Jones, Myer, JB Hi-Fi, and Bunnings.

CHALLENGES

Like many businesses, Linkly found themselves making a sudden pivot to remote work due to COVID-19. They have now transitioned to a hybrid model with staff continuing to work between home and their CBD office. Linkly needed to build business resilience and continuity, maintain staff productivity and morale, as well as ensuring a continued high standard of customer service.

Linkly’s business structure was also evolving at this time, and as a consequence, their phone setup did not provide the functionality they needed including detailed customer and staff analytics, and the ability to add new users quickly and simply. They also required a cloud contact centre (CCaaS) deployment.

SOLUTION SUMMARY

Linkly engaged Arrow to consult, advise, and manage their transition to a cloud based UCaaS and CCaaS solution. After a business needs analysis, Arrow recommended the 8×8 Cloud
Communications platform, an all-in-one solution for voice, meetings, collaboration, and contact centre.

There is also the ability to tailor plans across service levels to provide the lowest possible total cost of ownership, giving Linkly better visibility and control over their communications spend.

  • 8×8 cloud communications
  • 8×8 contact centre
  • Managed IT support to assist with the expansion of
    IT infrastructure
  • 24/7 Australia based customer support
  • Installation, training, and maintenance

SOLUTION OUTCOMES

Linkly now has a feature-rich unified communications solution with the functionality they need to manage their hybrid workforce, and scalability that allows them to add additional staff simply and seamlessly.

Their centralised cloud phone and contact centre solution are delivering outstanding results, with improvements in customer management and staff productivity.

Linkly can manage their contact centre agent productivity and performance through easy to customise reports, highlighting the status of performance metrics, and identifying key trends or activities across their employees, in addition to customer behaviour. All this data provides the ability to see what is working and what needs to be done to achieve an outstanding customer experience.

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SOLUTION PARTNERS

Linkly have benefitted from Arrow’s partnerships with premium world-leading cloud communication and IT providers.

Arrow access the very best cloud platforms and solutions and our solution design experts go to work in creating the very best setup to meet the unique challenges that each business faces. All this with one point of contact, Australia based business grade support and one bill for all your services.

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Arrow have a team of professional, experienced and friendly solution consultants who are ready to provide your business with a free consultation.

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