Implementing an integrated solution at Cogent Breeding Ltd. As a complex business with suppliers and staff based all over the world, Cogent required an integrated solution to fit with their requirements.
Elite Group has worked extremely closely with Cogent on a weekly basis to ensure that their account is managed effectively.
Cogent have a customer and supply base all over the world and therefore require a mobile solution which factors in the need to accommodate for international calls and also achieve the service required when employees find themselves in often remote, rural destinations in a country that they do not know.
Cogent also needed to factor in that they were moving to a new state-of-the-art office whilst retaining their existing site and so required a robust, multi-site phone system to manage their sales and customer service effectively, whilst also integrating effectively with their mobile users.
Cogent Breeding undertake breeding programmes to produce high quality farming stock. In the first instance, Cogent based their mobile business with Elite Group due to the level of account management that was offered to them.
Due to the international travel undertaken by their employees, the ability to communicate is vital from both an operations and safety aspect. Elite Group had to consider the most suited solution for Cogent from a cost perspective, as each employee required a suitable package to cover the cost of international calling.
Elitetele.com mobile engaged in close and pro-active account management, as often issues were raised and need to be sorted outside of office hours. Essentially, Elite Group were responsible for maintaining the communication network within Cogent and continue to go above and beyond the call of duty to deliver this.
Such is the diversity and complexity of the business, that Elite Group has become fully integrated into the business and visits Cogent Breeding every week to ensure smooth continuity. Also undertaking monthly billing reviews to address any anomalies is a key aspect of Elitetele.com mobile’s work with Cogent.
Another aspect of Elite Group’s work with Cogent involved addressing their new premises and a suitable fixed line solution. Cogent required a PBX system that would provide multi-site connectivity to link customer service, sales and laboratory departments.
Cogent also required additional functionality in the form of analysing their sales and customer service calls through wallboards to see how many calls were being taken and dealt with effectively. They also required ‘click to dial’ and full integration with their CRM system to provide a quick and effective form of communication.
Elite Group proposed the Mitel 3300 system, which enables this functionality and also allows Cogent to add remote and mobility users to access the system.