"We expected a solution that would get us up and running for a short period of time, instead Aptel has provided a solution that is totally flexible and can accommodate all our needs. The functionality, service and price was much better than having our own PBX system, so we decided to replace it with the hosted solution permanently."
Sandy Menashe, PA to CEO, Michelle Stanton
Bevilles Jewellers ("Bevilles') head office was relocating to Southbank VIC on a relatively short timeline and the company was looking for an interim office telephony solution that would cover requirements until its provider could deliver a new PBX phone solution.
Sandy Menashe, PA to Bevilles CEO, Michelle Stanton, said “Our business was able to move fast when we found the right location, but our telecommunication provider could not move as quickly and the relocation timeframe they advised for our phone system was considerably longer than we expected."
As a busy head office supporting stores around the country, and servicing customer needs online, being without a guaranteed working telephony system was simply not an option.
The leasing agent of the property recommended Aptel; a communications service provider specialising in unified communications, networking solutions and cloud. As an existing client they were aware of what Aptel was able to deliver, and knew that Aptel also supported a number of other clients in the Southbank office complex.
Aptel Sales Executive, Josh Pitts, met with Bevilles to understand their requirements and presented a fully managed, cloud hosted VoIP telephony solution that included inbound call management, guaranteed call quality, competitive call rates and a flexible handset quantity.
"We needed to have a phone service up and running in a short period of time and Josh advised this would be possible with the solution he was proposing," said Sandy.
Aptel also assisted with the service relocation to ensure Bevilles had a solution up and running on the required date.
The solution was initially implemented in September 2014 and included
Flexible and customisable IVR to manage both customer and supplier calls to multiple departments
Network link into the Aptel managed WAN to guarantee VoIP call quality
Ability to add and remove handsets to handle peak periods of the year when there is an increase in staffing
Individual extensions and lines for all staff and competitive call rates
Easy, remote configuration changes
Cloud based service, no onsite PBX hardware.
Sandy said, "The customer service was great. Josh and the Aptel team provided us with timelines and advice throughout the whole process.
We expected a solution that would get us up and running for a short period of time, instead we have since signed up to a long-term agreement with Aptel. The functionality, service and price was much better than having our own PBX system, so we decided to replace it with the hosted solution permanently."
"We have found the hosted voice solution has met all of our requirements and we know it has the capacity to do much more. It is reliable and flexible, and we are able to add and remove services whenever we need to," said Sandy.
A key benefit of transferring telephony to the Cloud is that the contract includes automatic system upgrades. This means that your business will always have access to the latest software and technology.
"Aptel has provided a solution that is totally flexible and can accommodate our varied requirements throughout the year. The IVR manages both customer and supplier calls to multiple departments and is modified during peak periods such as Christmas to manage increased call flow," said Sandy.
With a Cloud telephony system you are accessing your telephone system from the Cloud, this means you have the option to add extensions easily, and so the system grows with your business and new extensions can be provisioned in just a few minutes’ time. This can also be beneficial if you decide to streamline your business and need to scale back usage.
"Aptel has also developed a customised answering solution to ensure our customers calls are directed quickly to the right person,” said Sandy. This really helps us to deliver an fabulous customer experience."
Aptel knows about customer care, at the core of its business is dedication to customer service. They strive to offer the best customer experience in the market through a combination of strong relationships and supporting technology.
"The customer service is great, Aptel is in regular contact with us to make sure everything is working as expected and to make sure our needs are being met," said Sandy.
Aptel works with UCaaS provider Access4, which means they are able to support a unified communications solution for customers, that includes chat, video conferencing and team collaboration facilities. This solution will increase Beville’s ability to stay in touch with remote sites and staff and allow a more flexible work environment for the team.