MTC Australia is a Sydney-based social enterprise delivering high impact employment, training and youth programs, as well as specialist recruitment services and alternative high school education. Embarking on a digital enablement strategy, MTC Australia’s goals were to remove its reliance on on-premise infrastructure and applications, reduce overall ICT costs, improve internal collaboration and enhance its customer experience.
Fully Managed Cloud Unified Communications and Contact Centre
MTC is an Australian social enterprise giving people the inspiration, capability and opportunity to create a fulfilling life. The not-for-profit organisation currently has more than 320 staff and operates over 20 sites across the greater Sydney region. MTC delivers high impact employment, training and youth programs that help around 20,000 people each year.
As a result of both geographic and departmental separation, the organisation was facing operational challenges with paper-based and siloed business processes, compounded by considerable travel between offices and fragmented customer information.
Nexon initially proposed its ‘Nexon Absolute’ solution, a cloud-based Microsoft Skype for Business and a contact centre platform, supported by a suite of complementary managed services, including migration to Microsoft Teams. However, with the CRM implementation taking place concurrently, MTC’s preferred option was a Genesys Cloud contact centre platform, as it provided native CRM integration. Nexon was able to meet these requirements by engaging with one of its partners while still maintaining responsibility for the successful delivery of the complete project.
The upgrade to the cloud-based Skype for Business integrated with MTC’s existing Office 365 environment was just as seamless, with users presented with the same functionality and experience as their previous UC solution.
MTC subsequently migrated from Skype for Business to Microsoft Teams, which has proven to be an evolutionary step for MTC’s people as a natural extension of the way they were already working.
What it has provided is a much more stable and reliable audio and video communications solution, which has reduced MTC users’ reliance on mobile phones and also cut down the amount of travel between offices. By moving to Nexon’s managed, cloud-based UC and contact centre solution, the annualised cost savings will deliver a return on investment (ROI) within three years.
From a contact centre perspective, MTC Australia has achieved a single view of the customer, with natively embedded CRM functionality to ensure efficient customer data capture and rich contextual information for MTC’s customer service teams across all of its divisions and subsidiaries.
Culturally, Nexon has great alignment with MTC. It’s been a true partnership. We’ve been very impressed with the way Nexon handled the cutover, has taken ownership of outcomes, and worked with our other service providers in what was a very complex and busy time for us. That’s why we are now discussing our future plans with them.Rob Marshall
CIO, MTC Australia