Comm System Config for Technology Solutions Provider
- Cloud Consulting & SI Other IT Consulting and SI Unified Communications Consulting & SI
- $10,000 to $49,999
- January 2023
- Quality
- 5.0
- Schedule
- 5.0
- Cost
- 5.0
- Willing to Refer
- 5.0
"They delivered ahead of time, responded like champions, and made the whole process an absolute joy."
- IT Services
- Dhaka, Bangladesh
- 201-500 Employees
- Online Review
- Verified
NIILAA installed and configured a technology solutions firm's communication system, including 400 Fanvil IP phones, softphones, an SIP trunk, and a fully functional call center. They also integrated Zoho CRM.
NIILAA helped the client increase first call resolution rate by 15%, customer interactions by 25%, data accuracy by 30%, customer satisfaction scores by 10 points, and call quality ratings by eight points. They also reduced average call handling time by 20% and dropped system downtime by 40%.
The client submitted this review online.
BACKGROUND
Please describe your company and position.
I am the Assistant Manager of a technology solutions provider.
Describe what your company does in a single sentence.
We are a technology solutions & service provider, based out of Dhaka, specializing in providing comprehensive solutions on information technology domain. We help our clients with digital engineering, cloud transformation, data analytics, cyber security, and IT-managed services. With over 100+ clients across various industry verticals, We specialize in breaking down complex projects into manageable tasks, removing barriers to adoption.
OPPORTUNITY / CHALLENGE
What specific goals or objectives did you hire NIILAA to accomplish?
- Telephone Exchange
- Self Hosted Cloud
SOLUTION
How did you find NIILAA?
- Online Search
- Clutch Site
Why did you select NIILAA over others?
- High ratings
- Close to my geographic location
- Pricing fit our budget
- Great culture fit
- Good value for cost
- Referred to me
- Company values aligned
How many teammates from NIILAA were assigned to this project?
2-5 Employees
Describe the scope of work in detail. Please include a summary of key deliverables.
NIILAA was contracted to deploy a comprehensive communication system for our organization, centered around the Yeastar P-Series PBX. The scope of work encompassed the installation and configuration of 400 Fanvil IP phones, softphones, a SIP trunk, and a fully functional call center tailored to the needs of our IT support team. Beyond the core telephony setup, the project included seamless integrations with Microsoft Teams and Zoho CRM to streamline collaboration and enhance our customer relationship management processes.
Key Deliverables:
- Yeastar P-Series PBX System: A fully configured and customized PBX system designed to meet our organization’s communication requirements.
- 400 Fanvil IP Phones: Successfully deployed and auto-provisioned across multiple departments and locations, ensuring consistent and reliable connectivity.
- Softphones: Installed and configured on user devices, compatible with Windows, macOS, and mobile platforms for flexible access.
- SIP Trunk: A fully operational trunk supporting concurrent calls and Direct Inward Dialing (DID) for efficient external communication.
- Call Center: A feature-rich solution for our IT support team, equipped with Automatic Call Distribution (ACD), Interactive Voice Response (IVR), call queuing, real-time monitoring, and detailed analytics.
- Microsoft Teams Integration: Seamless connectivity with Teams, including presence synchronization, click-to-call, and call transfers between platforms.
- Zoho CRM Integration: Enhanced CRM functionality with click-to-call, automatic call logging, and screen pops for incoming calls.
- Training and Documentation: Comprehensive materials provided for end-users and administrators to ensure smooth adoption and management of the system.
- Post-Deployment Support: A 36-month support agreement to maintain system performance and address any issues promptly.
NIILAA delivered this project with more than 100% satisfaction, completing it on time and with remarkable attention to detail. Their expertise in managing large-scale deployments and complex integrations shone through, resulting in a robust, efficient communication system that has significantly elevated our operational capabilities. We couldn’t be happier with their performance and highly recommend their services.
RESULTS & FEEDBACK
What were the measurable outcomes from the project that demonstrate progress or success?
As one of the largest Managed Service Providers (MSPs) in Bangladesh, the successful deployment of the Yeastar P-Series PBX system by NIILAA delivered several measurable outcomes that demonstrate the project's progress and success. These outcomes reflect significant improvements in operational efficiency, customer satisfaction, and overall business performance. Below are the key measurable results from the project:
Call Center Efficiency
- Average Call Handling Time: Reduced by 20%, enabling faster resolution of customer inquiries and freeing up resources for additional support tasks.
- First Call Resolution Rate: Increased by 15%, meaning more issues were resolved on the initial call, reducing customer wait times and follow-ups.
- Customer Satisfaction Scores: Improved by 10 points, showcasing a notable enhancement in the quality of service delivered by the IT support team.
Integration Benefits
- Time Saved on CRM Tasks: Decreased by 15 hours per week due to seamless integration with Microsoft Teams and Zoho CRM, allowing staff to prioritize high-value activities over manual processes.
- Customer Interactions Handled: Grew by 25%, empowering the team to manage a higher volume of engagements efficiently without sacrificing service quality.
- Data Accuracy: Enhanced by 30%, providing more reliable customer information that supports better decision-making and personalized service.
Telephony System Improvements
- System Downtime: Dropped by 40%, ensuring more consistent communication and minimizing disruptions to business operations.
- Call Quality Ratings: Rose by 8 points, as reported by both employees and customers, reflecting clearer, more reliable connections with the deployment of 400 Fanvil IP phones and softphones.
- Employee Satisfaction: Achieved a 95% approval rate, with employees finding the new system easy to use, which accelerated adoption and reduced the need for extensive training.
Project Management
- Project Completion: Finished 10 days ahead of schedule, allowing us to leverage the new system’s benefits sooner than anticipated.
- Budget Adherence: Delivered within 98% of the allocated budget, highlighting effective cost management and resource utilization.
These measurable outcomes underscore the project's success by demonstrating tangible improvements across critical areas of our business. The enhanced call center efficiency, streamlined CRM processes, upgraded telephony infrastructure, and disciplined project execution have collectively strengthened our communication capabilities and service delivery. As a leading MSP in Bangladesh, this initiative has reinforced our ability to meet customer needs effectively while maintaining operational excellence.
Describe their project management. Did they deliver items on time? How did they respond to your needs?
NIILAA’s project management was nothing short of phenomenal! Oh my goodness, where do I even start? These folks at NIILAA—standing for "Next-generation IT Infrastructure Leveraging Advanced Automation"—absolutely knocked it out of the park. Their slogan, "Relax! IT doesn’t have to be stressful," wasn’t just some cute tagline—it was the real deal, and they proved it every single step of the way!
Did They Deliver Items on Time?
YES, and then some! They didn’t just meet deadlines—they practically danced circles around them! Every item was delivered on time, but wait, it gets better—they actually wrapped up the whole project 10 days ahead of schedule! Can you believe that? We were over the moon because it meant we could dive into our shiny new system way sooner than we’d dreamed. Their timing wasn’t just good—it was jaw-droppingly spectacular!
How Did They Respond to Our Needs?
Oh, let me tell you, their responsiveness was out of this world! The NIILAA team was like our own personal IT superheroes—always there when we needed them, no cape required! Whether it was a quick email or a panicked phone call (not that we panicked much, thanks to them), they were on it faster than you can say "automation." They didn’t just listen to our needs—they predicted them, swooping in to fix things before we even knew there was a problem. Proactive? More like psychic! Every challenge we threw their way was met with a huge smile and a “We’ve got this!” attitude that made the whole experience feel like a breeze.
Why They’re Amazing
What makes NIILAA so incredible is how they live up to their name. With next-generation tools and advanced automation, they turned what could’ve been a chaotic project into a smooth, flawless masterpiece. It was like watching magic happen—everything clicked into place perfectly, and we didn’t have to lift a finger. And that slogan? "Relax! IT doesn’t have to be stressful"—they meant it! They handled every detail with such care and precision that we actually did relax, knowing they had our backs 110%.
In short, NIILAA’s project management was a total game-changer. They delivered ahead of time, responded like champions, and made the whole process an absolute joy. We’re still pinching ourselves over how awesome they were—seriously, they’re the best!
What was your primary form of communication with NIILAA?
- In-Person Meeting
- Virtual Meeting
- Email or Messaging App
What did you find most impressive or unique about this company?
What I found most impressive and unique about NIILAA is their ability to transform complex IT projects into a seamless, stress-free experience. Here’s why they stand out:
- Proactive Expertise: NIILAA doesn’t just react to problems—they predict and resolve them before they even happen. This forward-thinking approach saved us time and eliminated potential headaches, showcasing their deep technical know-how.
- Ahead-of-Schedule Delivery: They tackled a highly complex project and delivered it ahead of schedule. That’s not just efficiency—it’s a testament to their skill and dedication.
- Advanced Automation: Their use of cutting-edge automation tools streamlined the entire process, making everything run smoothly and efficiently. It’s clear this is a core part of their DNA, living up to their name: "Next-generation IT Infrastructure Leveraging Advanced Automation."
- Seamless Integration: They brought together various components into a fully integrated system with ease, highlighting their technical prowess and attention to detail.
- Responsive and Customer-Centric: NIILAA was always there when we needed them—quick to respond, positive, and ready to help. Their can-do attitude made working with them a genuine pleasure.
Above all, they truly embody their slogan, "Relax! IT doesn’t have to be stressful." With NIILAA, IT isn’t just manageable—it’s effortless. Their unique blend of expertise, innovation, and customer focus makes them a standout company I’d happily recommend to anyone!
Are there any areas for improvement or something NIILAA could have done differently?
Given the overwhelmingly positive experience with NIILAA, identifying areas for improvement is no easy task—their proactive approach, advanced automation, and exceptional project management truly exceeded expectations. That said, in the spirit of continuous growth and refinement, here are a few constructive suggestions for how NIILAA could enhance their already impressive service for future projects:
- Enhanced Documentation for Complex Integrations
The integration with Microsoft Teams and Zoho CRM was executed flawlessly, but providing more detailed documentation or a step-by-step troubleshooting guide could be a valuable addition. This would empower our internal team to address minor issues independently, reducing reliance on external support and boosting our self-sufficiency. - More Frequent Status Updates
NIILAA’s communication was highly responsive, but increasing the frequency of proactive updates—perhaps through a shared project dashboard—could take transparency to the next level. This would allow us to stay even more aligned on evolving needs or adjustments, ensuring everything moves forward seamlessly. - Post-Deployment Training Customization
The training sessions provided were thorough and well-received, but tailoring them more specifically to different user groups (e.g., IT support staff versus end-users) could maximize their impact. By focusing on the unique needs of each team, NIILAA could further accelerate adoption and efficiency across the board.
These suggestions are minor and build on the high standard NIILAA has already established. Their ability to anticipate our needs, deliver ahead of schedule, and maintain a customer-centric focus was outstanding. Any improvements would simply be fine-tuning an already exceptional service!
RATINGS
-
Quality
5.0Service & Deliverables
-
Schedule
5.0On time / deadlines
-
Cost
5.0Value / within estimates
-
Willing to Refer
5.0NPS
