Spinal Cord Injuries Australia (SCIA) is a member-based for purpose organisation, supporting people with a spinal cord injury and other physical disabilities for over fifty years.

SCIA approached Syndeticom with an ageing premise based PABX telephony system that produced significant challenges for the business. The age of the system left spare phones non-existent, skilled technicians in the system hard to find, and service costs so high that an audit was deemed necessary.

Furthermore, SCIA’s demand for conference calls with many users meant another communications system was required in addition to the PABX, which could not cater for this need.

Syndeticom proposed 8×8’s cloud solution that would sever the heavy reliance on a telco, reduce costs and integrate with Salesforce. The 8×8 solution has a range of contact centre options meaning SCIA could start using the system in its basic form and scale up as required.

The conference call requirements were also addressed, as every telephony user can run a video call and live stream via YouTube for large audiences. SCIA employees were no longer tied to a desk and could flexibly work from anywhere.

Lessons Learnt:

It was essential to the client that the headset used by each person was specific to their needs, role and comfort level when worn all day. To this end, Syndeticom organised on-site demos by headset manufacturers, along with loan equipment, so that individuals could make informed decisions regarding the best headset fit for their needs.

The implementation of the 8×8 telephony system with call centre capability delivered significant benefits:

“Syndeticom was instrumental in the transition of our phone systems, from PABX to 8×8, they held our hands to ensure the transition was a smooth one. They recommended 8×8 from the very beginning as they knew from our requirements that this system could deliver everything we needed.

The fully integrated features such as video conferencing, Team Chat (internal messaging and chat for staff), call centre statistics and reporting have transformed many of our internal communication processes and really streamlined the way we work. Our staff are often out-and-about visiting clients and so the ability to use 8×8 via mobile is also an important feature.

Having headsets linked to the cloud rather than traditional telephone handsets have enabled more mobility – we can operate from multiple locations and were easily able to transition to working from home during the COVID-19 pandemic.

The team at Syndeticom are always happy to chat and discuss our requirements, we can rely on them for their technical expertise. They are easy to work with and I wouldn’t hesitate to recommend them as an 8×8 telephony service provider.”

In 2012, HIG was actively seeking a solution to managing their busy contact centre effectively and efficiently. Through their due diligence process and solution investigations Syndeticom was introduced to the IT Manager by Avaya and Zeacom as the partner of choice to deliver the solution and support that they customer required. Competitive pricing and committed support won Syndeticom the initial project, and following a successful initial deployment and year of support Syndeticom was introduced to many more sites in the following years.

Syndeticom has since saved HIG $,000’s on ongoing carrier services per month and continue to improve on their inter-site communications processes.

“Syndeticom has been our telecommunications provider for the past four years. Their knowledge and attention to quality has been invaluable to us during our updating of critical business systems, resulting in a smooth transition with minimal fuss. Most importantly, their after-sales support is of the highest standard. They are a true business partner.”