Publish date: 05.02.22

After years of acquisitions and change spurred on by the COVID-19 pandemic, it was time for Xeretec to explore UCaaS to accommodate mobility and home working. Forced office closures and staff working from home initially disrupted operations as there was a lack of ability to transfer calls and the need to resort to mobiles led to workarounds and dependence on voicemails; particularly limiting when it came to helpdesk responses. With ISDN going end of service life in December 2025, and in a world where hybrid working is the new normal, Xeretec was attracted by possible benefits of UCaaS from 8x8.

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Xeretec logo“After seeing the value 8×8 can provide our customers, it quickly became obvious that it was a solution we should consider deploying ourselves. After some internal discussions, we did exactly that.” Steve Hawkins, Chief Executive, Xeretec

The Objectives

To implement a modern communication solution suited to hybrid working and the needs of the business including our helpdesk facility.

The Challenges

  • Disparate systems, lines, phones, and service providers making it hard to track total spend and manage runaway contract costs
  • Unnecessary dial-out costs incurred when inbound calls were being transferred back out to staff mobile phones, home numbers, and premium services.
  • Inability to transfer calls internally between all offices, resulting in costly PSTN usage
  • Data siloes and patchy hardware from historic acquisitions, potentially impacting customer service
  • Varying Microsoft Teams call plans for different users, leading to sub-optimal tariffs
  • Lack of visibility on the number of calls being made, coming into the business, left unanswered and response time statistics

The Solution

“Our staff can now answer calls and have all the information about our clients at their fingertips. 8×8 has enabled us to provide this service and therefore a better experience to our customers.” Steve Hawkins, Chief Executive, Xeretec