PET SUPPLIES PLUS
Industry
Supplier / Retail
Size
460 Stores
Region
USA
The privately held pet supply retailing corporation, located in the US, operates as multiple franchise with more than 460 stores. With a focus on experience, Pet Supplies Plus prioritizes their 30 years of experience in the pet supplies business.
In with the new, out with the old PBX
The requirements for Pet Supplies Plus was to provide a single unified communications solution for hundreds of stores throughout the USA, including their headquarters. A shift towards hybrid work brought on by the pandemic and aging existing PBX estate had prompted the need for a new cloud solution that could connect the workforce across the USA and deal with the current inefficiencies of managing multiple onsite PBXs. Additionally, the requirement was to incorporate Microsoft Teams as the main collaboration software because Pet Supplies Plus, like many other organisations, saw the benefits of the natural extension of existing Office365 licensing to be able to supply additional key features such as direct routing, IVR, call queuing and call routing all running natively within Teams. Pet Supplies Plus was looking for a single pane of glass communications approach.
A solution beyond direct routing
As a Microsoft Gold Partner and with 11 years of deploying Microsoft voice solutions, SCB Global is perfectly placed to implement a Microsoft Teams integrated solution. Although the pandemic had brought on many suppliers implementing Teams integrated solutions, SCB Global had OPTO4Teams which has been an industry leading native Microsoft Teams integrated solution since 2019 pre-pandemic and had the enhancements beyond direct routing that was required in this situation. OPTO4Teams, was deployed to the 460 stores in a store by store roll out ensuring that it was business as usual as the deployment took place. SCB Global’s skilled Project Management Team implemented the
solution, running completely within multiple and redundant Azure locations to ensure that crystal clear voice would be delivered and given priority. All existing numbers for the multiple locations were seamlessly ported into the Microsoft Teams environment from existing carriers, leveraging our 17 years telco experience in number porting to ensure that there is minimal downtime at an agreed time to ensure that there is business continuity with E911 support.
Ease for communications and collaboration
Pet Supplies Plus means now have a very high availability with a state of the art collaboration tool that is fully interconnected with their Office365 usage. As a result, PSP have now removed legacy support, maintenance and onsite antiquated PBX. There is now seamless collaboration between the shop and HQ staff within Teams, as well as communication with customers and suppliers. Overall significant cost was also reduced by bringing all communication within one system.