FEATURE : DIGITAL TRANSFORMATION
TECALA WORKED TO CONFIGURE THE NEW PLATFORM SO THAT IT CLOSELY MET OUR REQUIREMENTS .
settled into their new roles . In this area , the internal IT team was starting to struggle .”
A new technology partner
After recognizing that external assistance would be required , the My Plan Manager management team assessed a range of options . After carefully vetting a shortlist of prospective Managed Service Providers ( MSPs ), a contract was signed with Tecala in late 2019 .
“ We were very impressed with Tecala ’ s industry insights and they were also prepared to invest time in getting to understand our organization and how it functions on a day-to-day basis ,” said Hilliard .
The first project undertaken by Tecala for the company was the replacement of its ageing IP Office telephony system which was increasingly unable to meet the demands of staff and clients .
“ We had realized that we needed more flexibility when it came to staff mobility and servicing our multiple office locations ,” said Hilliard . “ We felt a cloud-based system would be a better fit .”
Tecala investigated a number of unified communications replacement options with the project to implement and subsequently manage the platform completed in late December 2019 .
“ Tecala worked to configure the new platform so that it closely met our requirements ,” said Hilliard . “ We were also able to readily integrate it with our recently introduced Salesforce CRM system which provided additional benefits .”
Hilliard said the cloud-based unified communications platform made flexible working easy for staff , something that became vitally important when the initial COVID-19 lockdowns happened in early 2020 .
“ We are also benefiting from new features provided by the platform , including electronic boards that display incoming call queues and wait times ,” he said . “ We also have sophisticated analytics capabilities that allow us to monitor and report on how our Client Relationship Consultants are tracking .”
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