Madibana SA
Industry
Global Logistics
Type
Privately Held
Headquarters
Kempton Park
Madibana SA delivers tailored logistics solutions that ensure consignments reach their destinations quickly, securely and cost effectively. By working closely with leading shipping companies and air carriers, they provide reliable freight forwarding services to global traders. For Madibana SA, effective communication is not just a component of their operations, it’s the lifeline that ensures their success.
Challenges
Integration Shortfalls: The old PBX system failed to integrate smoothly with Madibana SA’s CRM system, Odoo. This gap led to inefficiencies in managing customer data and call records, which compromised their customer service capabilities.
Mobility Needs: With a large fleet of drivers constantly on the move, Madibana SA required a mobile-centric solution. Their drivers needed to stay connected with the central office and clients, regardless of their location.
Scalability Concerns: As Madibana SA expanded, their PBX system struggled to keep up. The increasing demand for more extensions and Direct Inward Dialing (DID) numbers highlighted the system’s limitations.
Compliance and Monitoring: Madibana SA had a lack of visibility into their drivers' communication with clients. Without an effective system in place, they had no way to ensure that drivers were consistently making delivery calls. The absence of call recording and monitoring capabilities made it difficult to track driver activity and log interactions, leading to potential gaps in service and accountability.
Solutions
Seamless CRM Integration: The Yeastar Cloud PBX system that DSL Telecom implemented integrated flawlessly with Madibana SA's Odoo CRM. This integration enabled call recording which allows them to track driver activity and log call information directly into the PBX system for comprehensive monitoring and compliance purposes.
Boosted Mobility: Recognising the mobility needs of Madibana SA's drivers, the Yeastar Cloud PBX system offered mobile applications and softphones. This functionality allowed drivers to remain connected with both the central office and clients, ensuring uninterrupted communication and timely updates.
Scalable Flexibility: The Yeastar Cloud PBX system’s scalability accommodated Madibana SA’s growth. It managed a high number of extensions and DIDs effortlessly, providing the flexibility needed for future expansion. Currently, their system supports 82 extensions and 65 DIDs.
Enhanced Monitoring and Compliance: The integration of Yeastar Cloud PBX with Odoo CRM offered Madibana SA several key features that enhanced their operational efficiency, mainly:
- Call Journal: The integration automatically logs inbound and outbound calls to Odoo as activities. This feature eliminates the need for manual data entry, ensuring that all call records are accurately captured and readily available for review.
- Call Control: Advanced call handling features such as call recording, hold, and transfer can be accessed directly from within Odoo. This integration ensures that critical call management tasks are performed seamlessly without navigating away from the CRM interface.
Conclusion
Testimonial
"Switching to Yeastar from our previous service provider has been a fantastic decision for our business. The migration was smooth and hassle-free, with minimal downtime and the support has been outstanding."
- Thando Ndhlovu, IT Consultant at Madibana SA