How to set up a Hybrid PBX for a construction materials manufacturing company

The larger a company grows, the more challenging it becomes to organize internal and external communications. It is crucial to ensure high-quality, efficient, and uninterrupted communication between branches, including those located in different cities, and an in-house PBX does not always handle this well. Here’s how to enhance its capabilities without abandoning costly equipment.

KOMPaaS’s Client Profile

Our client is a company manufacturing construction materials.
With several hundred employees, properly organized communications are extremely important. Specialists need to monitor production statuses, shipments, and other processes in real time, and they must be able to contact employees in other branches whenever needed to resolve issues quickly.

The company had been using its in-house PBX to support these needs. The system offered many functions and could be configured to meet the company’s requirements. A significant budget had already been spent on purchasing, installing, and fine-tuning the PBX, so abandoning it was not an option.

However, as the company grew, the PBX’s capabilities became insufficient. Additional functionality was required: joint conferences, convenient call forwarding between departments, detailed analytics with call recording, and much more.

Finding a Solution
We proposed implementing a hybrid PBX (vPBX) for the company. This approach combines the company’s main PBX with a Virtual PBX that provides additional functionality.

For new branches without a PBX, the VPBX system was deployed, enabling a unified numbering system for all internal and external calls between branches, as well as with external partners, clients, and contractors.

Company communications became much easier to manage thanks to consolidated reports on managers’ calls across all branches. The system allows tracking overall statistics and call recordings.

Since similar communication tasks need to be performed in different departments (contacting local partners and clients), the shared database of successful calls helped create a library of training materials on sales and negotiations.

Employees gained the ability to organize and participate in video conferences via the platform, which strengthened corporate culture and simplified client meetings by allowing specialists from different cities to join discussions.

Additionally, the system helped implement consistent high communication standards across all departments: intelligent call distribution, voice menus, forwarding to a familiar manager, black/white lists, and much more.

Results
Implementing the system helped the company streamline and accelerate business processes, strengthen connections between branches, and ultimately increase sales. This was achieved by raising overall telephony standards, improving managers’ professionalism, and including all necessary specialists in discussions regardless of their location.