EPABX, AOH Phone Solutions by Telefirm

Campbell's Duct Cleaning case study for Telefirm

By : John
August 2017

Campbell's Duct Cleaning, SA

Customer :
Campbell's Duct Cleaning
Solution Provider:
Telefirm Pty Ltd
Challenge :
Improvement in EPABX Capabilities, After Office Hours Calls Management

Solution/ Technology offered
Epabx Solutions, AOH capabilities.

Campbell’s Duct Cleaning (CDC Services) have been in business for over fifteen years providing customers with a professional service with certified technicians who are committed to meeting job expectations and job specific requirements the first time, every time. The quality and reliability of our service is achieved by excellence in ongoing training, controlled process and competent staff who abide by a management system that meets the requirements of ISO9001:2008 & WH&S and this system also addresses the requirements to provide a safe working environment that exceeds the legislated minimum requirements for all operations of the company. To augment the Epabx service capabilities, Telefirm was able to assess the requirements and come up with offer technology solutions to strengthen their Epabx & after office hourse phone management capabilities.

About Campbell's Duct Cleaning
CDC Services is a long standing professional company operating a 24 hour service out of Adelaide, providing a wealth of experience and knowledge to a diverse range of varying Commercial and Industrial sites including: Car manufacturing, Police Stations and Correctional Facilities, Maritime, Laboratories, Property Managed sites, Aviation, Defence, Mining, Remote locations, Council sites, Service Stations, Sporting Clubs/complexes, Caterers, Education (private and public) – Schools, Colleges, Universities, Childcare Centres, Health (private and public) - Hospitals, Nursing Homes, General Clinics, Food Chains and Production, Shopping Centres, Hospitality – Accommodation, Cafes, Restaurants, Hotels, Petroleum Industries.

CDC Services provide a comprehensive range of cleaning services performed by a team of specialist cleaners trained in the hygiene standards required by all commercial food premises in South Australia. The services are available across South Australia 24/7 so whatever the scope of work your commercial kitchen cleaning demands, CDC Services can deliver with precision and total quality, every time. CDC also provide cleaning services for cooking exhaust systems (under the Fire and Smoke Control Schedule in accordance with the Australian Standard AS1851-2012)

CDC Services provide inspections and 3rd Party Audit reporting of Kitchen cooking extraction systems and HVAC systems. The findings from the inspection process are reported in a written evaluation of findings accompanied by supporting digital images may be used to meet Property Management and Insurance compliancy


Growing businesses need scalable solutions for in house communication, communicating with clients, effective business conversions and transactions. When the business is a long standing professional company operating a 24 hour service out of Adelaide, effective communication tools are required, which may include mobile communication as well as internal / in house communication.

As the CDC services are available across South Australia 24/7, the services need to be delivered with precision and total quality, every time. This requires optimal telephonic communication processes like automatic call-back, transferring of calls, con-calls, on-hold music, IVR and features like DND.

The experts at Telefirm conducted a round of evaluatory discussions with all the stakeholders and charted a list of best possible telephony solutions. Phone systems for businesses can come with a variety of options, but the solutions may have to be customized as per the needs. To optimize the return on investment, it was planned to create add on functions to existing phone line. An Epabx solution was implemented with multi extensions and calling to enable seamless call transfer and call holding. The call traffic pattern was analysed to effectively plan the management of calls during peak and off peak hours.

CDC also offers post work Inspections and photographic reports to provide proof of value for money and to verify the cleanliness levels are in accordance with the AIRAH HVAC Hygiene Best Practice Guidelines.

An After Office Hours function was added so that customers calling beyond business hours could be guided appropriately by a recorded message. Options like Hold music, Voicemail, call transfers to mobile, call recording etc. were also considered. Telefirm provided the best support and maintenance for PABX telephone system. The electronic private automatic branch exchange equipment which was installed made the day-to-day working at MBL very simple and prompt. With an extensive experience in offering high quality PABX maintenance solutions to small, medium and large enterprises, the main aim was to ensure complete peace of mind for the staff with limited downtime.

Results, Outcome & Benefits

The new internal PABX system allowed the staff to co-ordinate and process the customer queries in an effective manner. The response time was cut to half, as the communication was now faster. As the queries were being handled at a faster pace, the customer satisfaction rate was tremendously enhanced. As the employees had to handle hundreds of orders daily, having the robust communication systems in place meant fewer crashes or interruptions. With an effective backup system the scope of customer dis-satisfaction was completely eliminated.

The results were out within a few weeks of implementing the overhaul. A growing business meant additional need for searching and retrieving information and documents for answering queries, instructing vendors and internal processes. The optimized mobile and EPABX system meant the communication was flawless.
An improved organizational information flow meant efficient staff and happier customers. This converted to improvement in customer feedbacks and reviews. The new epabx system tremendously helped in reducing the pressure on customer care team, as they had more control over the conversations and communication was now fast and easy. The introduction of improved technology solutions improved the efficiency and effectiveness of processes as well as led to faster turn around time.

About Telefirm
Telefirm is a leading telecommunication company in Australia providing high-end solutions to small and large enterprises. Being an authorised partner of Tel5, Telefirm offers all the types of services such as mobile, voice and internet. With years of experience in the industry, Telefirm has catered to the diverse needs of business enterprises, government and wholesale customers. Telefirm delivers tailored telephony solutions for businesses of all shapes and sizes.

Telefirm customers can enjoy the benefits of cheaper call costs when you choose us for PABX maintenance services. The experts are capable of covering all the aspects of PABX maintenance solutions. PABX maintenance services for uninterrupted communications Certified and highly trained technicians at Telefirm diagnose the problems and offer the best possible PABX maintenance solutions. Maintenance services are available 24 hours a day and 365 days a year. Contact Telefirm at 1300 720 520 if you’re looking for PABX maintenance services and our experts will be glad to assist you.

Get in Touch With Us

Address Info

Telefirm Pty. Ltd.

  154, Halifax Street, Adelaide, SA 5000

  1300 730 520 , 0499 084 449


  From : 9am to 5pm

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