It’s hard to overstate just how chaotic a move can be, even for a removal company like Optimove. Migrating from one office to another is a difficult task and can be especially disruptive for a business that relies so heavily on reliable phone service.
“We were located in the west end of Brisbane, where you could only get service through another provider on copper cabling,” Laila explained. “We had moved offices and upgraded a couple of times over the last few years, and every time was an absolute nightmare. We lost so much business because there were times when our phone lines were literally down for a month.”
Hoping to maintain continuity during the outage, she routed all business traffic onto mobile phones. However, this meant they could only receive one call at a time. As Laila put it, “When you’re getting a few hundred calls a day, mobile just doesn’t cut it.”
So, she began looking for a new telephony solution. “I was quite skeptical at first,” Laila admitted. “I remember looking at many different VoIP services many years ago. I just didn't want people not getting the quality connection. It's a bad look when a call drops out or can't get through while you're explaining the terms and conditions."
Aside from quality and reliability, Optimove also valued the ability to record calls and analyze their transcripts. According to Laila, call recordings are a big priority for two reasons:
- Quality assurance: They can ensure that employees explain services to customers clearly and effectively.
- Training: Recordings allow Optimove to train and retrain staff by understanding their performance and where they can improve.
Unfortunately, Optimove’s previous phone system was difficult to navigate. It also wasn’t hybrid-work friendly, making it challenging to operate outside of the office.
Laila considered all her options, hoping to find a worthy replacement. She partnered with Nexgen—one of Australia's leading telecommunications carriers—to ensure she made the right decision.
"We're constantly upskilling our staff,” she added, “whether it be on the trucks, in the house, or on the phones."
Partnering with Nexgen made all the difference, she explained. Juliana Bassous, Installation Project Manager at Nexgen, was very helpful throughout the whole process. With her support, Laila could evaluate each vendor and understand whether or not they met Optimove's needs.
“Honestly, Nexgen saved the business in so many different ways,” she said.