Posted on: Monday May 14th, 2018

Author: Kilimanjaro Consulting

At Kilimanjaro Consulting, we believe that communication is a significant force in improving trust. From modest beginnings, Kilimanjaro Consulting has become the premier implementer of MYOB Exo Business and MYOB Advanced Software. After 12 years of growth, we now have a team of over 70 specialists. Our portfolio boasts over 900 clients across Australia and New Zealand. This has led to an increased demand for support services. We now can be expected to deal with hundreds of support calls a day. This has become a challenge which we are taking head-on. We aim to resolve clients’ issues efficiently while maintaining a high level of customer satisfaction.

We quickly realised that investing in a quality communications system would be beneficial on two sides. Not only would it maintain good relationships with long-standing clients but provides a platform for our own growth.

Cooperation with ENPRISE

On the 4th of September 2017, Kilimanjaro and Enprise Group (NZ – ENS) announced a share swap deal, in which each company obtained equity in the other. The synergies from this deal will flow through to our clients over the coming years. We will begin by allocating the most appropriate resources for each job across both companies. By forming task-teams to foster co-operation across the companies, we aim to benefit all clients. We like to see ourselves as innovative and a role model for our own clients in the clever use of technology.

A larger team of specialists can deliver better solutions and better support to our clients. Service is our priority and that is the logic behind this equity swap. This is a real “-win-win” arrangement, which allows us to achieve synergies from leveraging our dominant positions in our respective geographic markets. (Kilimanjaro in Australia, Enprise in New Zealand).

The Communication Challenges

Rapid growth comes with many obstacles. As we grew, our head office started receiving over 300 phone calls a day. Our support team currently deals with over 1000 cases per month. Although we have acquired new talent and opened new offices, we understood we needed to invest in a solution which would improve our efficiency and our customer satisfaction.

We are committed to ensuring that each and every client receives the highest possible service, as we pride ourselves on being your trusted partner.

The New Phone System?

With the increased volume of calls, it made sense for us to improve our existing phone system. We needed an innovative idea that could remove the strain from our receptionists – whilst still being intuitive, personable and beneficial for our callers.

The new phone system is designed to lessen the time it takes for our clients to get hold of the appropriate specialist, across both our Australian and our New Zealand teams.

How Does it Work?

The system is what’s known as “Hosted PBX”. Essentially, it is an offsite phone system which gives us additional functionality and increased call quality. The reason we get so many added benefits is because it uses VoIP, so the calls now go over the internet as opposed to a standard telephone line.

Now, when a client calls us they receive a short list of options to direct them to the department they need. The options are precise, so it makes no difference whether you need MYOB Exo, Advanced, Payroll support or the Sales team – you will get there fast.

A transcript of the automated plug-in call system is as follows:

“Welcome to Kilimanjaro Consulting.

If you know the direct extension of the person you are calling, please key it in now.

  • Press 1 for Support
  • Press 2 for Sales
  • Press 3 for Accounts
  • Press 4 for all other Enquiries”.

 Benefits for Clients

Previously, 100% of our phone calls from our clients were being filtered through reception. As the number of phone calls increased, this caused a great strain on reception, created a lag on messages and therefore a delay in resolving support cases in a timely manner.

At present, the phone system is able to direct our clients to the right person at a much quicker pace and in a productive manner. The phone system has improved the quality of calls and allows voice messages to be left for individual consultants if you wish to do so. The next phase is caller identification, so we can direct your call to the most appropriate person quickly. It is important to us at Kilimanjaro that every clients’ needs are met and that we are making business life easier for you and for our tribe.

If you have any further questions, please don’t hesitate to contact us by filling in the form below or giving us a call on 1300 857 464