Along with iconic Australian brands such as Holden, The Sydney Morning Herald and David Jones, Business Australia holds the prestigious title as one of the longest-running organisations in Australia. For more than 190 years, they have been a trusted source of information for businesses of all sizes, offering advice and solutions to boost efficiency and help businesses grow.
But just because their legacy runs deep, doesn’t mean their technology has to live in the dark ages.
“We’re in business to help business. But this was becoming increasingly challenging with the technology we had in place,” said Business Australia’s ex-Chief Digital Officer, Conrad Mackenzie.
Business Australia had plans to integrate new systems into their current solutions but was limited in their capability by fixed telephony hardware. In early 2020, their digital transformation plans were underway but Covid-19, and the urgent need for a remote solution, rapidly accelerated these transformation plans.
“We needed a remote-friendly working solution for our 700 employees to expand mobility access across our frontline workforce – and we needed it fast,” said Conrad.
Business Australia needed a future-proof telephony and contact centre to service their core customer channel. They engaged Synergy Enterprise Solutions to migrate them from their redundant platform to a position where they could capitalise on future core systems integration and new systems integration opportunities.
Headed up by Senior Consultant, John Reed, the Synergy team used several key activities to inform the direction, including:
Once this groundwork was established, the Synergy team developed a detailed set of functional, business and technology specifications.
From these specifications, the team then shaped functional requirements, explored potential solution options, and identified best-of-market solution suppliers, before shaping a set of specific recommendations and an implementation approach.
Business Australia had two key goals for their business transformation: enhanced growth and positive customer experience. The Synergy team carefully considered these objectives when forming their recommendations.
Key recommendations from the Synergy team included:
Although their transformation efforts are ongoing, the Business Australia team have already started to see the benefits of the changes that Synergy has implemented.
Some notable benefits include:
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