Customer Stories

Manufacturing

2020 intensified existing trends, widening the gap between those at the top and bottom of the power curve of economic profit. Will your strategy keep you ahead of the accelerated pace of change?"

McKinsey, The Great Acceleration

Are manufacturers like yours using 8x8 to modernise communications and unlock innovation, speed and agility?Before answering that question, lets put aside the marketing hyperbole for a moment and ask a few practical questions. Is modernising communications important? Is now the time? Why not just keep sweating those 25+ year old on premise phone systems that were fully amortised a decade or more ago? You're not going to recable and install Wi-Fi in the warehouse and distribution centres so what's the point? Organisations increasingly need agility to be able to quickly adapt quickly to changes in their environments, which is driving he adoption of cloud cloud communication capabilities to enable omnichannel environments and connect workforces across the contact centre, production and back-office teams. Consider this research from McKinsey - in December 2019 the average share of customer interactions across Europe that were digital was 32%. In July 2020 it jumped to 55%. That's a 42% increase in just seven months. This trend continues to stay with us as more and more manufacturers embrace digital communication channels to keep up with customer demands.

One of the world's top ICT companies with a presence in more than 160 countries.

Read the customer story

Acer environment

3 contact centres in 3 countries
230 agents
8,500 monthly contacts
400 employees on 8x8 X1

“8x8 gives us transparency, which helps us deliver a great customer experience."

Mark Groveunder, SVP of IT and Services for Acer

Challenges:

Not understanding the customer experience at the contact centre level
Limited visibility into analytics for outsourced call handling
High costs of outsourcing conventional telephone infrastructure

Solution:

8x8 Contact Centre with Quality Management
8x8 Work with integrated business phone, chat and video meetings
8x8 Analytics

Results:

Increased customer satisfaction
CX visibility through real-time analytics
Enhanced agent productivity and effectiveness enabled by Quality Management
Controllable costs

104 year old innovative manufacturer of bleached cotton fiber products.Read the customer story

Challenges:

High failure rate with current system
Limited security of current system
Difficult to make changes
Limited support for remote workers
Lack of analytics for visibility into call patterns
Expensive to maintain

Barnhardt environment:

8 manufacturing locations
24/7 operations
775 lines across offices, manufacturing facilities, remote workers

Solution:

Integrated cloud communications into Salesforce and Microsoft email
8x8 Work with integrated business phone, chat, video meetings

8x8 ties everything together: The seamlessness of the unified communications we now enjoy across the entire company has been a huge uplift for everyone."

Kevin O’Rourke
CIO, Barnhardt Manufacturing Company

Results:

Enhanced operational efficiency
Instant insight through analytics dashboards
Increased collaboration across teams, including remote workers
Ability to instantly make changes to support their growth.

The global leader in storage tanks and covers.Read the customer story

Challenges:

Organic growth plus acquisitions created disconnected, distributed environment across 7 countries.

CST environment:

500 extensions
Facilities in UK, North America, Brazil, India, Singapore, Vietnam, Dubai

Solution:

8x8 Work with integrated business phone, chat, video meetings

8x8's customer service is impeccable, and their technical support is amazing. 8x8 does a fabulous job in responding to customers."

Yusuf Abu-Hatoum
Chief Information Officer, CST Industries

Results:

25% reduction in telephony costs
One phone system that keeps everyone connected

The UK’s leading manufacturer of water and
energy management solutions.Read the customer story

Challenges:

Multiple, disparate, legacy on-premises telephone and contact centre systems made it impossible to create a single view of the customer and enhance the customer experience. It also limited employee productivity.

Kingspan environment:

15,000 staff across 70 countries
550 contact centre and business phone with integrated chat and video meetings seats across 6 countries

Solution:

8x8 Work
8x8 Contact Centre
8x8 Analytics
Integration of cloud communications into ERP and CRM systems

Not only does it allow us to improve employee productivity, but access to more data allows us to improve business insights and meet ever-changing customer needs."

Richard Gray, IT Manager - Operations at Kingspan Water and Energy.

Results:

Improved customer experience through a single view of data and analytics across every interaction
Enhanced employee and contact centre agent collaboration
Unlimited extensibility to Kingspan’s international business without additional infrastructure investments.

Global manufacturer of high-performance coatings.Read the customer story

Challenges:

On premise hardware-based PBX couldn’t keep up with global growth.

RPM environment:

700 business phone users
40 contact centre users
Corporate offices, service centres, manufacturing sites

Solution:

8x8 Work with integrated business phone, chat and video meetings
8x8 Contact Centre

Results:

Accelerated time to market
Centralised all sites on one telephony platform
Reduced the workload of the technical staff
Strengthened organisation resilience

Learn more about how the 8x8 eXperience Communications Platform^TM can unlock innovation and productivity for your company.

Read the latest issue of Digital Communications for Manufacturers

Get the 8x8 eXperience Communications^TM solution details

Watch the video to see customer analytics in action