Case Study

3CX wrap up codes app deployment for Ideal Standard

Ideal Standard, a global bathroom solutions manufacturer, enhanced its customer call-tracking capabilities by deploying a cloud-hosted companion app for 3CX Phone System, seamlessly integrated with Azure Active Directory. The solution provided customised wrap-up codes, advanced analytics dashboards, and simplified user workflows, significantly improving call documentation, operational efficiency, and resource allocation across five international locations.

Background

Client: Ideal Standard, a global manufacturing company specialising in bathroom solutions
Industry: Manufacturing
Scale: Five geographical locations with separate 3CX phone systems
Challenge: Need for comprehensive call outcome tracking after migrating from Avaya to 3CX

Challenge

After deploying 3CX Phone System across five geographical locations, Ideal Standard encountered a significant functionality gap. The company had previously used Avaya's phone system, which included robust wrap-up code capabilities that allowed agents to categorise and document call outcomes efficiently. However, the new 3CX system lacked this critical functionality, which created several challenges:
• No standardised method for tracking call outcomes across locations
• Inability to categorise calls by type, purpose, or resolution status
• Difficulty gathering actionable insights from customer interactions
• Limited reporting capabilities for customer service performance metrics
• Missing integration with the company's existing Microsoft environment
Ideal Standard required a solution that would restore this essential functionality while integrating seamlessly with their existing Microsoft Azure Active Directory for secure authentication.

Solution

DataCactus proposed implementing their specialised 3CX Companion App, a cloud-hosted solution designed to enhance 3CX Phone System with advanced wrap-up code capabilities. The solution included:

1.Cloud Deployment: A secure, cloud-hosted application with minimal on-premises requirements

2.Azure AD Integration: Seamless authentication using existing Microsoft credentials, eliminating the need for separate logins

3.Customised Wrap-up Codes: Bespoke configuration of wrap-up codes tailored to each location's specific requirements and queue memberships

4.Reporting Dashboard: Development of comprehensive reports for tracking and analysing call outcomes across all locations

Implementation

The implementation followed a structured approach:

1.Requirements Analysis: Detailed assessment of each location's specific needs and workflow requirements

2.Azure AD Integration: Configuration of secure authentication through Ideal Standard's existing Azure Active Directory

3.Custom Configuration: Implementation of location-specific and queue-specific wrap-up codes to match different departmental requirements

4.Report Development: Creation of customised reporting tools aligned with Ideal Standard's KPIs

5.User Training: Comprehensive training sessions for agents across all locations

6.Phased Rollout: Systematic deployment across all five geographical locations
The entire configuration and rollout process was completed within two weeks, ensuring minimal disruption to Ideal Standard's operations.

"The 3CX Companion App from DataCactus has bridged a critical gap in our communication system. Our teams can now efficiently track call outcomes with the same level of detail we had before, but with the added benefit of Azure AD integration for secure access. The customisation options for different departments have been particularly valuable, allowing us to gather precisely the information we need for each customer interaction."

James McIntyre at Ideal Standard