Customer Case Study
Manufacturing
Integrating: Setera OneCloud + Self-Management Portal + Analogue Gateways + Mobile
Customer Overview
The Customer is a world-leading producer of sustainable stainless steel, with over a century of expertise in metallurgy and materials innovation. They operate globally, serving industries such as construction, automotive, chemical, and food processing
Requirement 1:
Replaced Outdated PBX
The Customer’s Service Centre faced a significant challenge with its outdated legacy PBX system, which no longer met the company’s growing communication needs.
Managing the existing solution was complex and inefficient, and as a global company, the Customer required a modern, cloud-based system that would simplify administration and enable seamless deployment across multiple locations.
In addition to a scalable cloud solution, to ensure maximum flexibility for their employees, they also needed support for:
- traditional desk phones,
- a browser-based softphone,
- analogue devices
- and mobile applications
Furthermore, the onboarding process had to be streamlined to minimise IT workload and make it easy for new users to get started.
Setera's Solution:
To address these challenges, Setera provided Setera OneCloud, a fully cloud-based PBX solution designed to meet the demands of a global enterprise. This solution enabled the Customer to transition from its outdated system to a modern, scalable communication platform with centralised management.
The implementation included support for Snom desk phones, ensuring continuity for users who preferred traditional hardware, while a browser-based softphone and mobile applications offered flexibility for remote and on-the-go employees. Setera ensured a smooth onboarding process, allowing new users to be set up quickly with minimal IT intervention.
Key Benefits
- Future-proof solution with scalable cloud-based architecture.
- Improved manageability, reducing IT workload and operational complexity.
- Global availability, supporting Customer’s international operations.
- Flexible device options, catering to different user preferences.
- Enhanced user experience, with easy adoption and minimal training requirements.
- Integrated Analogue terminals to OneCloud platform seamlessly.
Requirement 2:
Self-Management Portal
The Customer’s Call Centre supervisors needed seamless access to a self-management portal to handle day-to-day user management tasks.
Key requirements included the ability to:
- Edit usernames and email addresses
- Activate new users and mobile applications and desktop applications
- Adjust group number schedules
- Manage Snom desk phones, including provisioning and soft-key management
- Maintain and update contact lists for users and groups
Efficiency
Supervisors now manage user details and configurations independently, reducing IT dependency.
24/7 Support
The customer’s Service Desk can assist end-users seamlessly, ensuring operational continuity.
Flexibility
Role-based access ensures each user group has the tools they need to perform tasks efficiently.
Setera's Solution:
Setera’s Self-Management Portal empowered the customer with an intuitive portal designed for easy access and management. By providing multiple user-level access rights, the portal allowed key roles – such as department supervisors and the customer’s ServiceDesk— to independently manage user configurations24/7.
Implementation
1. On-Site Survey
To ensure a smooth deployment and address any potential challenges upfront, Setera’s project management team visited the Customer’s factory for an on-site site survey.
During the visit, they conducted a thorough assessment of the environment, identifying any factors that could affect the installation and deployment process. This hands-on evaluation allowed Setera to assess the required workload and plan for the most efficient installation strategy. By understanding the unique needs and conditions of the factory, Setera’s team was able to ensure a seamless transition without unexpected hurdles.
Key Benefits:
Smoother deployment with a clear understanding of potential challenges.
Complete survey report providing a detailed plan and roadmap for installation.
Minimized surprises during the deployment, ensuring a more predictable and efficient setup.
Implementation
2. Simplified Mobile Connectivity
To further streamline the Customer’s communication services, Setera made strategic partnerships to deliver mobile connectivity solutions.
This collaboration enabled theCustomer to obtain all theircommunication services through asingle partner, consolidating mobileservices, PBX, and support underone roof.
By centralising their services with one provider, the Customer simplified their support and maintenance processes, making it easier to manage all communication needs efficiently.
Key Benefits:
Single provider solution, reducing complexity and administrative overhead.
Simplified support and maintenance, with all services managed by one provider.
Streamlined mobile and PBX integration, enhancing overall communication efficiency
Implementation
3. Analog Devices Integrated to Modern Cloud Solution
The Customer’s Service Centre presented a challenging environment, with a large factory area and multiple buildings. The facility also required ensuring safety and reliability in areas where internet connectivity was unavailable. Communication solutions needed to be adapted to these unique circumstances, particularly in challenging locations where network access was limited.
Setera’s integration with existing analogue devices was the key to overcoming these obstacles. This included integrating old analogue desk phones, as well as alarm bells and lights mounted on ceilings and factory walls. The solution was implemented using an analogue gateway, which connected to the Setera OneCloud solution via the local area network (LAN).
This allowed the Customer to extend communication capabilities even in areas without direct internet access. Expanded coverage by providing services to areas where the LAN network did not reach.
Key Benefits:
Expanded coverage by providing services to areas where the LAN network did not reach.
Cost savings by avoiding the
need for new equipment and
infrastructure.
Reliability and safety with phones available immediately in case of emergency and alarms clearly audible in all situations.
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