Industry solutions
Norbord Industries Inc.
The Challenge
Norbord Industries Inc. is an international forest products company headquartered in Toronto. It employs 2,900 people at operations in Canada, the United States and Europe.
In order to keep the company’s systems available at all times, Norbord’s IT department runs a help desk that has to be available to its users 24x7. Someone is always on call, but reaching that person was sometimes a challenge. A user calling a central help desk number might be directed to the relevant support person’s home phone number, but with no guarantee that the person would be there.
Norbord asked a number of vendors to set up a toll-free number that would solve this problem, but none of them offered an adequate solution. Then Norbord was introduced to TELUS IP-One Innovation.
“IP-One Innovation allows our IT staff to stay in touch, without the clutter of multiple voice numbers.”
Steve Alexander,Network Analyst,Norbord Industries Inc.
The Solution
“I had been tasked to look into Voice over IP”, says Steve Alexander, Network Analyst with Norbord Industries. “TELUS did a demonstration of IP-One Innovation and I thought it would be perfect for our IT group here. I saw it as an effective entry into the VoIP world, without having to invest in the infrastructure of an internal VoIP network.”
Norbord started with 10 lines and found that the service more than meets its challenge. When the company’s users need help, they dial a single number and, thanks to TELUS IP-One Innovation’s Find-Me/Follow-Me feature, they reach the person on call, no matter where that person is. The intuitive Web portal makes it easy to support staff to set up this feature, as well as others such as instant conferencing and groups of frequently-called people.
“The mobility the system gives you is key”, says Alexander. “Our users really appreciate the ability to be at home and to have someone call and get hem. TELUS IP-One enables them to stay in touch, without the clutter of multiple voice numbers. And its many features make it an invaluable tool for our mobile staff.”
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Business Benefit
Callers dial a single number and reach the support person at any time, no matter where he or she is. Other features of TELUS IP-One Innovation make it an invaluable tool for mobile workers
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Norbord Industries Inc.
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