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PBXL’s cloud-based service helped us operate virtual office and a flexible working system. PBXL provided us with realistic and honest feedback and the level of service has been exceptional. I’d definitely recommend them as a suitable partner.
Mr. Romen Barua, Managing Director, Wahl & Case
For Romen Barua, the Managing Director of Wahl & Case, scalability was a prime consideration when selecting a vendor for telecommunications. Since starting operations in 2010, the Tokyo-based recruiting firm has now grown to 30 staff. As well as the Tokyo office, Wahl & Case also operates an office in San Francisco. Since there was no legacy phone system, the firm was able to start with a clean slate and examine all options when choosing a vendor for phone services.
Wahl & Case’s client base, according to Barua, chiefly comprises “IT and technical companies which are disrupting traditional businesses; such as online retailers or social gaming companies” and PBXL, as a leading-edge technology company, certainly fits this description.
PBXL also was chosen (at least in part) because as a smaller vendor, when compared to international telecom giants, PBXL was expected to provide a higher level of service, and Barua is pleased with the way in which the phone system has expanded along with the firm. When the firm outgrew the space available in its original building, the move to new premises in January 2013 was smoothed by the phone system being cloud-based, rather than a PBX located in Wahl & Case’s premises.
Barua has special praise for the service provided In March 2011, following the massive earthquake in Tohoku, when “PBXL handled things promptly and proactively” to ensure continuity of service. The quality and reliability of the system has been proved to meet original expectations, and the level of service has been, to use Barua’s word, “exceptional”. As a partner, he says, PBXL matches Wahl & Case not only in size, but in the general approach to team-based working, and in the quality of service and the importance placed on customer satisfaction.
Wahl & Case operates a flexible working system, whereby some client contacts may be made by consultants working from home. Here, the advanced services provided by PBXL’s cloud-based exchange services, such as the automatic forwarding of incoming calls to consultants’ mobile phones, are useful in expanding the virtual office outside the firm’s . Going in the opposite direction, the PBXL “softphone” application installed on consultants’ smartphones allows calls to be made from any smartphone connected to the Internet via WiFi, through the Wahl & Case PBXL-hosted phone system. “This is a big plus for us,” says Burua.
In the future, he would like to see more detailed metrics related to use of the phone system obtained from the exchange (though PBXL currently provides a lot of this data), integrated into the Salesforce CRM system, allowing analysis of staff key performance indicators, etc.
Asked whether he would recommend PBXL to another similar enterprise, Barua answers with an enthusiastic “Yes. For a small- to medium-sized business, I’d definitely recommend them as a suitable partner.”