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Migrating StemLife Malaysia’s obsolete on-premise phone system to Cloud PBX was a no-brainer priority. The on-premise PBX that StemLife Malaysia had deployed was not built to accommodate a remote workforce and the collaboration required. Incoming calls could not pass through to the extensions, leading to many business calls and opportunities missed. What’s more, support centre performance was not measureable, which can negatively affect business.
A Top Priority for Kick-Starting the Digital Transformation Journey
Industry
Healthcare
(Biotechnology
Research)
Client
StemLife Berhad is one of the first and largest stem cell banks in Malaysia. Since their establishment in 2001, more than 60,000 families have entrusted the company with their baby’s cord blood.
No. of Employees
More than 50
Background
StemLife Malaysia was looking to transform their business processes and create a digital platform to improve their day-to-day operations, model and, concurrently, ensure all communication and collaboration tools are in sync with their digital transformation goals. The COVID-19 pandemic lockdown and remote working trend presented an opportunity for StemLife Malaysia to accelerate the process and create business transformation pathways to the future by leveraging digital technology.
Industry
Healthcare (Biotechnology Research)
Client
StemLife Berhad is one of the first and largest stem cell banks in Malaysia. Since their establishment in 2001, more than 60,000 families have entrusted the company with their baby’s cord blood.
No. of Employees
More than 50
Background
StemLife Malaysia was looking to transform their business processes and create a digital platform to improve their day-to-day operations, model and, concurrently, ensure all communication and collaboration tools are in sync with their digital transformation goals. The COVID-19 pandemic lockdown and remote working trend presented an opportunity for StemLife Malaysia to accelerate the process and create business transformation pathways to the future by leveraging digital technology.
The
Challenges
Migrating StemLife Malaysia’s obsolete on-premise phone system to Cloud PBX was a no-brainer priority. The on-premise PBX that StemLife Malaysia had deployed was not built to accommodate a remote workforce and the collaboration required. Incoming calls could not pass through to the extensions, leading to many business calls and opportunities missed. What’s more, support centre performance was not measureable, which can negatively affect business.
The
Solutions
From On-Premise Telephony to Next-Gen Cloud Communication: Ensuring business communication runs smoothly, empowering Stemlife Malaysia to collaborate with a dispersed team in real time.
One of the main characteristics of a digital workplace and working remotely is the ability to collaborate in real time. Incorporating cutting-edge technologies and the Cloud, REDtone Cloud PBX made it possible for StemLife Malaysia to communicate and collaborate with teams anywhere, as if they were in the office.
The
Solutions
Work from Anywhere, Anytime
Regardless of location, StemLife employees can now access their business phone system from anywhere and configure it according to their requirements. Physical desk phones, which are no longer needed, were replaced with softphones that can be installed on a computer and/or mobile. This helps employees stay connected via extension calls and chats. They can receive and make business calls from an office number no matter where they are.
Support Centre
The existing office-based support centre was migrated to one with flexible and scalable cloud-hosted call centre features. It is equipped with advanced business phone features such as Automatic Call Distribution (ACD), Answering Machine Detection (AMD), Call Recording, etc. A performance dashboard enables the team lead to monitor and gain better insight into call performance, ultimately improving service quality and creating better customer engagement.
Call Conferencing and File Sharing
Business meetings can be conducted anytime with this easy-to-use call conferencing service. Additionally, employees are able to carry out collaborative work and file sharing all on one platform and in real time.
Work from Anywhere, Anytime
Regardless of location, StemLife employees can now access their business phone system from anywhere and configure it according to their requirements. Physical desk phones, which are no longer needed, were replaced with softphones that can be installed on a computer and/or mobile. This helps employees stay connected via extension calls and chats. They can receive and make business calls from an office number no matter where they are.
Support Centre
The existing office-based support centre was migrated to one with flexible and scalable cloud-hosted call centre features. It is equipped with advanced business phone features such as Automatic Call Distribution (ACD), Answering Machine Detection (AMD), Call Recording, etc. A performance dashboard enables the team lead to monitor and gain better insight into call performance, ultimately improving service quality and creating better customer engagement.
Call Conferencing and File Sharing
Business meetings can be conducted anytime with this easy-to-use call conferencing service. Additionally, employees are able to carry out collaborative work and file sharing all on one platform and in real time.
To us, digital transformation can refer to the steps we take to make our operations more efficient by embracing technology and replacing legacy systems with new technology. One of our initial key priorities was to migrate to Cloud PBX. When implemented correctly, a hybrid workforce is possible, together with improved productivity, lower operational costs and better customer experience.
The
Results
A transformed workplace, equipped with a unified communication platform.
The preferred features among StemLife employees*
- Extension calls (56%)
- Scheduled virtual meeting (50%)
- Receiving and performing outbound calls from office number (51%)
- File sharing (49%)
The future is digital. Making the decision to switch to REDtone Cloud PBX was a vital step in making the organisation more productive and efficient than ever before. A future-ready, easy-to-manage, mobile-enabled phone system is key to meeting the demands of the digital age. StemLife Malaysia is now well positioned and ready to forge ahead in their digital transformation journey.
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