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Madibana SA Makes The Switch To Yeastar's Cloud-Based PBX With DSL Telecom

Thu, 10 Jul 2025 08:29:24 +0200

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

To tackle these issues, Madibana SA partnered with DSL Telecom to deploy a cutting-edge Yeastar PBX solution. Here’s how this solution addressed their needs:

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

The Yeastar Cloud PBX system implemented by DSL Telecom has transformed communication at Madibana SA. By addressing their core challenges with a scalable, integrated, and mobile-friendly solution, Madibana SA has significantly enhanced its operational efficiency and customer service. The integration with their CRM, improved mobility for drivers, and advanced monitoring features have collectively made Madibana SA a more agile and responsive logistics leader.

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

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What is a softphone? An inside look at softphones and why you need them in your business

Tue, 18 Jan 2022 10:30:00 +0200

More and more businesses have or are transitioning to hybrid working. This means it is essential for businesses to adapt to newer communications solutions. Businesses in South Africa are now installing softphones for their convenient features and ease of use to improve communication with remote employees and clients.

So, what is a softphone? A softphone is essentially a software-based interface that acts as a telephone. It allows you to make, receive, and manage calls on any hardware device that utilises this type of software.

Let’s dive into everything you need to know about softphones for business - what is a softphone? Is it different from any other business phone? What can you do with it, and how will it benefit your business?

What is a softphone?

You’ve probably used a softphone-type interface without realising it. Zoom or Zoho Meeting are popular softphone examples that many businesses have recently used, when going remote in 2020.

A business softphone is actually not a desk phone or any other physical device, it is a software application that is installed on a connected device. It can be installed on desktops and mobile devices, so in short softphones allow you to make telephone calls without an actual telephone.

Softphone app users will be able to access all the same features as a hard phone, including making calls, receiving calls, setting up call forwarding, voicemail and more. It features all the buttons you might expect a business phone to have.

How does a softphone work?

It's really quite simple, a softphone app typically runs on hardware such as a PC, smartphone, tablet, or computer. To place VoIP calls, establishing a connection via the internet to a physical device is necessary. So, all you need is a device with speakers and a microphone, along with an internet connection.

The softphone app opens in the same way as a regular smartphone’s touchpad. Once you open the program to load the softphone, you can use the touchscreen or a mouse to dial a number and make calls. A softphone app includes a dial pad and features such as hold, mute, and call transfer.

The softphone app converts your voice into a digital signal and carries it to the receiver’s end on a call using integrated technology. You can speak through the softphone app just like a regular telephone if it’s on your smartphone. Alternatively, you can conduct calls from a computer through a headset.

Even though your softphone service is a web-based application, it can be affiliated with a real telephone number, complete with a local area code if desired. This means your softphone is completely accessible to landline-based phones too. If you're switching from a landline service to a cloud-based option, you can keep your current number through a process called porting, whereby numbers are transferred between carriers with minimal downtime.

A reputable provider, like DSL Telecom will ensure that setting up your softphone is quite simple. Ideally, your softphone app will be installed and operational in just a few minutes.

Call features that will make your life easier

Now that you know what a softphone does let’s explore the innovative features that you get with a business softphone.

- Presence - Employee presence enables you to see the availability of your employees: Available, Away, Do not disturb, Lunch break or Business trip. This real time visibility enables employees to avoid missing calls or call transfers which makes production run a lot smoother.

- CRM integration - The CRM integration between Yeastar and Zoho is an easy click to call and call logging action. You can integrate with Zoho One, Zoho CRM, Zoho Mail and Zoho Recruit. You can click on any number to make an out bound call straight from Zoho. You can also display inbound callers information as a pop-up on the CRM. This integration allows for a smoother flow rather than switching between different applications.

- Voicemail - The voicemail feature allows you to record, upload or write the script for a customised message to greet calls when you're away, busy or on another call.

- Call recording - This feature is an easy way to confirm details, monitor quality and guide training sessions, instead of trying to write all the relevant information down or remember it without making any notes, it's a feature that you simply click whilst on a call.

- Google Chrome extension - Linkus softphone users who install the Yeastar Linkus for Google Chrome Extension on Chrome browsers can automatically click to dial any valid phone number that appears on their web browser.

- Transfer to any extension - Extensions allow users to make and receive calls within the company. You can add extensions to every employee in your company. This feature makes it easier to quickly make a call, transfer a call, add a user to a conference call or do an attended transfer rather than searching for their name or dialing a ring group.

- Speed Dial- Sometimes you may just need to call someone quickly without having to look up his/her phone number. You can do so by simply defining a shortcut number. You can use the Speed Dial feature to place a call by pressing a reduced number of keys. This feature helps to optimise your time quickly and efficiently.

- IVR - IVR uses voice prompts to provide callers with instructions and directions for accessing information via phone. When users call into the PBX IVR, the users would operate by following the IVR prompt instructions. The PBX system has one default IVR prompt, but you can switch out the IVR prompts to various different audio files, example closing times during the festive season or which extensions to dial for the department that you want to get into contact with.

- Ring group -Ring groups are phone extensions grouped together in order to perform functions such as ringing multiple numbers simultaneously or in a specific order. The benefit of setting ring groups is having the ability to group extensions based on company departments and setting ring strategies accordingly.

Pros of using a softphone

Significant cost savings

Save up to 50% over traditional phone systems and cut costs with low per second billing VoIP rates. Softphones relieve you from the financial burden of having to purchase or lease many physical phones and the lack of equipment eliminates most future maintenance costs.

Efficiency of resources

Softphones save you from the hassle of needing to install and configure your old traditional phones. Leveraging your already owned computer hardware to migrate to a new phone system means no need to buy new phone, new wiring or new hardware to maintain. It also frees up space on your desk and eliminates wires, plugs and power cords.

Phone lines are no longer required

Softphones use internet bandwidth, therefore there is no need to install a dedicated phone line as you once did with a traditional phone. You can also add as many workstations as you want without worrying about the cost of phone lines.

Portability & Mobility

As long as users are connected to the internet on their computer or mobile device, they can install the softphone app and use every feature. Business communication does not need to stop just because you have left the office. You can work anywhere at anytime.

Ease of use and quick setup

Softphones save you from the hassle of needing to install and configure your old traditional phones. You also don't need to worry about the wiring you once did with traditional landline phone systems as in most cases all you need is a dedicated microphone and speaker. All employees need to do is bring their own device and simply install the app on their chosen smart phone and then they can work from anywhere they need to at any given time.

Cons of using a softphone

Although there are many benefits of a softphone over hard phone technology there can also be a few potential drawbacks to consider when considering hard phones vs softphones.

The biggest issue with a softphone is that your ability to make and receive calls is completely dependent on your internet connection. That means that power outages, storms, or simply your current bandwidth will impact audio quality and overall availability.

In conclusion

In conclusion when you choose softphones for your business, you’re making a wise choice to upgrade your communications. Softphones have everything you need of a traditional desk phone but with integrated functions that level up everyday interactions in a virtual world.

A softphone app is a cost-effective, portable program that can cement communication gaps and support productivity anytime, anywhere.

Do you want a free softphone demo?

See how the DSL Telecom Cloud PBX and softphones can benefit your business, with a free 15-min online or in-person demonstration session

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