Leading cloud and managed service provider Nexon Asia Pacific (Nexon) today announced the successful migration of a takeover contract with leading pest control and hygiene service provider Flick Anticimex, delivered in record time. Flick services more than 450,000 sites on behalf of 195,000 businesses and over 1,000,000 residential customers within the ANZ region. With a high volume of inbound and outbound calls made with customers each day, Flick’s contact centre is integral to the company’s ongoing operations and maintaining its high level of customer service.
Following recent acquisition growth and the push to remote working during COVID, Flick needed to implement a new solution that would meet the future demands of the contact centre, increase visibility and drive data-based decision making within the business. Within a short six-week period, Nexon migrated Flick’s 550 users across almost 50 sites in Australia and New Zealand from legacy infrastructure to a cloud-based solution, enabling a more collaborative and dynamic environment for the company’s growing footprint.
Flick Chief Executive Officer Jussi Ylinen said the partnership with Nexon was part of a strategic decision to provide their full network in Australia and New Zealand with a cloud-based service that was robust and evolvable. “It’s been an exciting year of change for Flick, with major acquisitions and growth plans in progress, and the cloud first strategy provided by Nexon was exactly what we were looking for to increase scale,” Mr Ylinen said.
“We have continued to innovate and stay at the forefront of the industry, digitalising pest control. Our SMART digital pest control uses technology that allows for large scale remote monitoring and management. Upon detection the technology instantly reacts, records and reports”. “The fact Nexon were able to achieve so much within such tight timeframes and work so confidently alongside our team was commendable. Thanks to the hard work of both teams, we now have a solid relationship and solution in place.”
Flick General Manager, IT and PMO Rejele Sydney said “We engaged an Expense Reduction Analysts (ERA) to manage and drive the selection process. We wanted someone who could really take Flick to the next level as we continue our growth journey and digitally transform our operations. The IT solutions we require had to be scalable and secure enough to support this. Throughout the process and project, it was clear that Nexon had the passion and importantly the capability to deliver”.
With 320 agents and 550 employees located across almost 50 sites within the ANZ region, Flick was searching for a solution that would improve communication across all sites. Flick’s existing legacy infrastructure was not dynamic enough to be able to support the company’s future vision for unified communication and collaboration between customers and staff.
The cloud-first strategy involved the provision of a redundant NBN-first network across Australia and New Zealand with an automatic failover in place. Nexon migrated Flick’s legacy infrastructure to Nexon’s private cloud and SD-WAN offering, providing agility and greater levels of control, visibility and security. Nexon’s level 1 service desk has provided Flick’s employees with access to a larger and more skilled support team.
Nexon Chief Executive Officer Barry Assaf said Flick was looking for a solution that aggregated data to allow the organisation to make well informed decisions for their employees and enable greater interaction with customers. “This collaboration was about pulling the right resources to make sure Flick did not experience any downtime during migration from the previous supplier, embedding the values Nexon lives and breathes and putting them into practice,” Mr Assaf said.
“The integrity, passion and empowerment shown by both Nexon’s and Flick’s teams were inspiring, and the speed and diligence shown during this project is definitely one for the records.
“We’re very proud of the work we’ve completed with Flick and are excited to help propel their growth over the coming years through digital transformation.” Nexon partnered with Genesys, a leader in cloud customer experience and contact centre solutions, to enable the delivery of a complete omnichannel experience and a wealth of new opportunities for Flick.
Mark Buckley, Vice President Australia and New Zealand, Genesys said, “We’re thrilled with our cloud service offerings and being able to support the Nexon team on this successful migration to Genesys Cloud. It is truly rewarding to witness that the collaboration resulted in addressing the managed services gap and in providing valuable solutions that many customers were seeking.”