Case Studies
Helping Hands, Connected Hearts: BHP’s Unified Telecom Transformation
- Big Help Project
The Challenge.
BHP was grappling with 10+ PBX units across its sites, operating completely separately, leading to inefficiencies and disjointed communication. This, in turn, hindered BHP’s ability to coordinate and respond effectively while also becoming increasingly expensive. Plus, the legacy PBX system was limited to office desks, preventing a hybrid working model, while the lack of advanced call flow features like an IVR further compounded issues and hindered effective call routing, leading to missed calls and a sub-par customer
Big Help Project
The Solution
IPEX conducted a thorough analysis of Big Help Project’s needs and processes before recommending ‘IPEX for Charity,’ a bespoke hosted telephony platform that could integrate with BHP’s existing CRM system and deliver a reliable, robust communication experience to optimise collaboration and ensure a consistent calling experience across all locations. Plus, ‘IPEX for Charity’ would offer far better value for money for the budget-conscious charity, consolidating all 10+ PBXs into a single cloud platform, while future-proofing BHP’s infrastructure from the 2027 Switch Off. It would also eliminate its costly, power-hungry on-site hardware, reducing ongoing costs and providing easy scalability for future growth.
The Results
IPEX for Charity revolutionised BHP’s communications, delivering tangible improvements in operational efficiency, responsiveness, and the ability to fulfil its mission effectively.
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Advanced Call Flow Features
IVRs, ring groups, and queues, reduced response times and enabled efficient call management, ensuring professional and prompt interactions.
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Unifying All Sites into One Platform
Significantly improved operational efficiency, enabling seamless multi-site communication, and fostering a more cohesive, responsive approach.
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Adopting Mobile & PC Apps
Enhanced flexibility, allowing staff to be accessible from anywhere and respond to urgent issues promptly while offering a better work-life balance.
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Integrating BHP’s CRM
Enhanced customer interactions and productivity, quality control, and training while reducing human error, allowing agents to focus more on rapport building.
Head of IT
“The transition to a hosted telephony platform, multi-site consolidation, the adoption of softphone applications, and the introduction of advanced call flow features collectively improved their operational efficiency, responsiveness, and ability to fulfil their mission. IPEX has become critical in supporting our organisation, providing the tools our team needs to make a more profound impact on our community.”