ZIM Case Study

Hosted Telephony, Cost Effective, Simplifying Business Services

The Background

ZIM Integrated Shipping Services has set itself apart as an independent carrier with a fresh, unique approach. ZIM’s strategy as a global niche carrier offers distinctive advantages to customers worldwide. We have created a smart, efficient network that ensures stable, reliable services; and we have made it our mission to focus on the needs of our customers, which stand at the heart of all our decisions.

ZIM operates in select trades, where it has a competitive advantage and where it can provide superior service. In these trades, ZIM is a significant player with a sizable market share. We maintain a flexible partnership approach with other major carriers, and our new line structure is a much-needed alternative to customers concerned about the current alliance-dominated market.

With a proud, decades-long heritage, we are confident in our ability to maintain our position as a top industry performer dedicated to efficiency and profitability, as we continue to deliver exceptional service to our customers.

The Challenge

Prior to dealing with MRD Technologies, ZIM UK had a mixture of several services ranging from end of life products through to hosted telephony, PSTN lines and internet connections installed throughout its office.

The customer had a single supplier for its communications, but the services provided were inadequately managed and in the case of the hosted telephony, poorly configured, leaving the Zim unable to take advantages of the benefits of a modern hosted platform. The company experienced varying levels of support for any user issues, additionally the contracts had a mixture of terms and renewal dates. ZIM Uk wanted to reduce costs where possible and unify its contract into one simple plan. At the same time, they also wanted to improve the services provided to their staff by making better use of voicemail, hunt groups, call diverts and forwarding.

The Solution

In order to provide the customer with the best possible solution, MRD Technologies completed an audit of the services in use at the time, not only telephony but across all communications products and suppliers. From the audit, MRD Technologies were able to present the customer with a superior hosted telephony solution that would allow ZIM users to gain the full advantages of a modern system. Additionally, a new fibre optic leased line was recommended to improve available bandwidth whilst retaining the existing connection for data failover. All the new services were to be contained in a new contract to consistency of contract terms. This could be achieved with the added advantage of delivering a 25% cost saving to the customer.

The Result

By consolidating and moving all contracts to MRD Technologies, the business now benefits from the full use of a modern hosted solution with rich features and benefits to allow them to work more efficiently. ZIM are an international business, and by making the EVE mobile app available the system allows staff to call from their mobiles anywhere in the world while presenting the business number to clients and suppliers. They can take advantage of office presence, home working, resilience, and international calling, which was a big bonus to the business.

The Reference

“Zim UK are very pleased to be working with MRD as our telecommunications provider – changing provider wasn’t an easy decision, smooth day to day running is essential for our business. However, our fears were unfounded as MRD have proven to be trustworthy, reliable individuals who we can call upon at short notice to support us. Their support during and after the switch was second to none, with a clear timeline and regular communication regarding what they are doing and when they would do it.
The MRD team always make us feel that we are very important to them, no question big or small is a bother to them and most notably they always find us a solution… this approach has been extremely refreshing for us.
Whilst we our partnership is still in early stages; we have already established an excellent working relationship and believe we will be with them for many years to come.
We would strongly recommend MRD to any other company that are looking for reliability and excellence in communication technology alongside excellent customer care.”

Natasha GriffinCountry Manager - Zim UK Ltd

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