Challenge
In order to effectively manage its existing customer base of c.6000, it was necessary for niu, formerly known as Ipitomi, to carry out over 200 manual MACs per month. This was very time-consuming, labour intensive and prone to human error. It was also affecting business growth as there was no clear way for niu to migrate customers onto new products and services, and no way of offering end user self care or self service. Development costs were spiralling and the skilled technical team was bogged down with administrative tasks. Additionally, niu wanted to scale into the European and Middle East markets, but had no cost-effective way of managing this internally.
Solution
niu selected VOSS to address the integration and automation requirements for its existing Cisco IP-PBX architecture. The VOSS devolved administration capabilities enabled niuto offer its customer base self care and self service functionality. In addition, niu is making use of the micro-tenant feature set within VOSS, to allow for multiple tenants to be managed separately within a serviced office environment, while sharing common resources.
niu is also developing its own applications and integrating these through the VOSS WebServices API.
Benefits
- Business growth – niu now has the infrastructure to grow the business economically
- Operational efficiencies – niu has experienced significant savings in development, and has been able to redeploy skilled staff onto larger projects that impacted business growth
- Customer retention – niu has seen a marked increase in customer satisfaction and customer retention, due to a reduced time to market for new features and services, and the eradication of human error to the network