As a business network with many branch outlets (around 130 outlets), Harvest needed an integrated and efficient communication system to support daily operations and call center services. The previous system still used Panasonic with analog phone lines, where each branch had its own PABX. This model created inefficient costs and was difficult to manage centrally.
To improve efficiency and support business growth, Harvest chose 3CX as a modern IP PBX solution capable of integrating all outlets and the call center into one centralized system.
Challenges
Before using 3CX, Harvest faced several main challenges:
- The phone system was still based on analog Panasonic
- Each branch had 1 separate PABX, resulting in high operating costs and difficult management
- The need to centralize the call center system
- The need to combine office and call center in the same IP PBX
- The need for integration with the internal cake ordering application (RCC)
- The old system’s limitations in supporting expansion and centralized monitoring
The existing system no longer supported integrated and scalable operational needs.
Solution from solusipbx
By implementing 3CX, Harvest successfully migrated from its analog Panasonic system to a centralized Cloud call center. All branch outlets are now connected in one and the same system, allowing communication management to be done centrally and efficiently.
3CX also allows merging the office and call center systems on one platform, so internal coordination and customer service become more optimal.
Through API integration, 3CX can connect with the internal RCC application (cake orders), enabling:
- Customer identification when a call comes in
- Quick access to order data
- Faster and more accurate order processing
With a centralized system, Harvest no longer needs a separate PBX at each branch, so infrastructure and maintenance costs can be significantly reduced.
Results Achieved
After using 3CX, Harvest gained a number of tangible benefits, including:
- Migration from an analog system to a modern IP PBX
- A centralized system for all branch outlets
- Office and call center merged on one platform
- Integration with the RCC application to support the order process
- Reduced operating costs by eliminating a separate PBX at each branch
- A more scalable system to support business expansion
With 3CX, Harvest now has a modern communication system that is efficient, integrated, and ready to support future business growth.
