Customer Case Study
Global Luxury Fashion Brand
Integrating: Setera OneCloud + Meraki + Call Centres + Local PBX
Customer Overview
Requirement 1:
Replacement of In-Store Communications
The replacement of multi-vendor PBX systems used in stores and offices with a unified, cloud-based VoIP solution – engaging a single global provider to streamline procurement, simplify ongoing support, and significantly reduce telecommunications costs by eliminating dependence upon local service providers.
Benefits to include turnkey installation, faster setup, no on-site
hardware maintenance, automatic feature updates, scalability,
advanced functionality and improved reliability through
provider-hosted redundancy.
Setera's Solution:
Setera provides its OneCloud UCaaS solution, hosted in secure AWS data centres. Stores and offices have DECT hands‑free phones installed on each floor. (In regions where DECT isn’t available—or where customers prefer it —the OneCloud mobile app is deployed.) Traditional desktop phones
are also provided.
With traditional ISDN lines no longer necessary, calls now run over the Customer’s internet connections with low bandwidth consumption. The Customer’s Cisco Meraki switches automatically prioritise voice traffic, ensuring call quality while reducing costs.
Implementation
Setera Surveys: were completed in each store and office to
establish how many DECT base stations were required and to
enable staff to move between floors without losing a call
Installation
Setera Site Installation Reports: show where any
equipment is installed and the connectivity. This
aids Setera in providing remote global support
Remote Monitoring
Setera Remote Monitor: provides Setera’s help desk staff with the status of each user, enabling speedy fault resolution
Analytics
Setera Advanced Analytics is an advanced reporting solution
designed to generate comprehensive reports on organisational communications. The insights provided can support enhanced customer service, more effective personnel scheduling, and facilitate improved communication with both internal and external stakeholders.
Example call report:
Incoming + Answered + Unanswered + Average Speed of Answer
Requirement 2:
Call Centre Integration
The Customer wished to direct all incoming calls to
call centres in Italy, the USA and China. The call
centres were using MX1-Solidus, Sprinklr and Majorel.
All of these, Setera successfully integrated with
Setera OneCloud.
Setera's Solution:
Number porting & call routing
Existing store phone numbers were migrated to OneCloud and, through Setera’s global switched network, incoming calls routed to the appropriate call centre. New numbers were issued when needed.
Integrating CRM & ERP for efficient query handling
Using the Customer’s MicrosoftDynamics CRM+ERP platform, the call centre processes customer inquiries (e.g., stock availability), freeing up store sales staff to focus on in‑store customers. Calls are only forwarded to the store if necessary.
Requirement 3:
Service in Mainland China
The Customer required a compliant solution in Mainland China due to regulatory changes, with incoming calls to be routed to a new Majorel call centre.
Setera's Solution:
Working in partnership with China Telecom, Unicom and a local partner, Setera was able to provide DDIs (numbers)
throughout China. Setera installed in China a local PBX to enable national and international calls via UCaaS in conjunction with installing the latest telephony hardware in every store across China
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