Kawerau District Council aimed to modernise its telephony infrastructure to improve reliability and business continuity, especially in emergencies, by leveraging advancements in telecommunications technology for a future-ready solution.
Kawerau District Council’s outdated telephone system significantly impacted employee availability and accessibility. It lacked crucial features, such as call distribution for a more efficient workforce.
Industry: Governance sector
Client: Kawerau District Council
“We switched over at 8am with no complaints because everyone could just work as usual. That’s huge. I’ve never had a telephony rollout like that. It’s normally a nightmare.”
Andrew Bluett, Information Services Manager, Kawerau District Council
Kawerau District Council needed to replace ageing infrastructure and unreliable mobile coverage amid major seismic events and considerations. Tropical Cyclone Gabrielle in February 2023 highlighted the urgent need for a more resilient telephony system to support civil defense communications when standard systems fail.
Cloud-Based Communications for Resilience and Flexibility
BayCom implemented and transitioned Kawerau District Council to a modern cloud communications platform. This solution underwent thorough testing and was shown to be highly effective in addressing concerns related to call quality and connectivity. One of its key advantages is flexibility, enabling staff to use the system from any location.
“Staff can simply unplug their desk phone, take it home or to another location, plug it into an Internet router, and continue their calls.”
The entire upgrade was completed within a single day.
Evaluation and Testing
BayCom worked closely with the Council to trial different upgrade options and ensure optimal call quality.
Seamless Deployment
Pre-configured systems and expert onsite support allowed for a smooth transition with minimal downtime.
Immediate User Adoption
BayCom worked closely with the Council to trial different upgrade options and ensure optimal call quality.
Following the telephony upgrade, Kawerau District Council has experienced significant operational improvements, improving efficiency, decision-making, and customer service.
“Having access to analytics and reporting has been a game changer. Instead of guessing about call volumes, we can understand your business, and you can staff up to the right level.”
Advanced Call Analytics & Reporting:
Real-time insights into call volumes and patterns, replacing costly PABX add-ons and enabling smarter business decisions.
Optimised Workforce Allocation:
Data-driven staffing decisions ensure better resource distribution, reducing inefficiencies and improving response times.
Improved Service Benchmarking:
Call duration metrics allow performance comparisons against industry standards, driving continuous improvement.
Seamless Transition: Staff adopted the new system instantly, with no disruption to operations.
Deadline Express Couriers chose to return to BayCom due to the company’s dedication to client success, deep expertise, and strong relationship history.
“We wanted someone who, if everything stopped, would be able to assist us.”
Hands-On Support
Local guidance ensured all requirements were met quickly and professionally.
Trusted Relationship
A long history of collaboration and mutual respect.
Operational Continuity
Retained infrastructure enabled a fast, smooth transition.
Customer-Focused Approach
Solutions shaped around the client’s evolving business needs.
At Baycom, we specialise in providing tailored ICT solutions that drive success.
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