Taking care of our customers with Google Apps Business

Teleall is a decentralized organization located in 7 points throughout Israel with 1,700 employees, which has been using the same system for 15 years”. “The decision to migrate to Google Apps Business with a system that is unfamiliar to the users was not a simple one but probably one of the best decisions I made
— Sagi Yosef, IT Manager, Teleall

The Challenge

Teleall reached a point in which they had to decide on either upgrading the email system to a system with a local server, or examine Cloud solutions.

The company examined all the leading Cloud platforms, and after meeting with DoIT, who presented Google Apps wide range of solutions, they were impressed with Google’s abilities – especially work with documents, and with the range of applications providing a variety of solutions. At the end of the process Teleall decided to adopt Google’s solution, even though the initial price was slightly higher than other competitors’ solutions.

The Solution

Together with DoIT, a plan was formulated for the orderly implementation of the Google Apps system. The 8-step plan began in the smaller divisions and worked itself up to the CEO’s office, which centralizes the operations and the schedules. At this final and complicated stage of implementing the email and schedule systems, DoIT provided close support to guide and accompany the office managers throughout the transition.

“DoIT is very experienced in its field. It is a company that knows how to implement the solution, and not just transfer email mailboxes. The DoIT team brought us an expert plan, including all aspects, and detailed every part of the process even before it began: training, support, and, of course, the technical implementation”, says Sagi Yosef, Teleall’s IT Sys Admin. “They understand the psychological aspect of organizations. They explained how to change processes in an organization in order to adapt it to the new work environment”.

Teleall completed the transition to the new work environment on Gmail, and later on began using Google Drive. The use of the Gmail system has been crowned by the company as a major success.

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Teleall is a company which provides full solutions for the operation of telephone, chat and email Contact Centers, outsourcing or insourcing, to leading institutes in Israel. The company is a One-Stop-Shop of advanced solutions for direct marketing, supported by excellent human resources and advanced technology and computer platforms.

Teleall’s 1,700 employees work in the main branch in Rishon LeZion and in the 6 branches spread throughout the country. Teleall’s IT department, managed by Sys Admin Sagi Yosef, includes 11 employees who provide support for the entire spectrum of the company’s activities.

The Results

“Gmail has many “disadvantages” that derive from our fixation with the work methods we were previously familiar with, and not from any real disadvantages in the system”, says Sagi Yosef with a smile. “When you look at the big picture, Google Apps creates more efficient work procedures. The email system is very strong for those who work intensively with email. The order of the data information in the mailbox is extraordinary, easier and much more efficient”.

The company began implementing Google Docs, and the plan is to complete the implementation in six months. The departments which have begun the implementation of these tools have already identified the advantages, among them accessibility and sharing options. For a company with so many employees working in shifts, there is a clear advantage for accessibility from any location, for example for shift managers making rounds between the stations.

“Many users can work on the same documents at the same time and that is an additional advantage”, says Sagi Yosef. “The DoIT team brought us an expert plan, including all aspects, and detailed every part of the process even before it began: training, support, and, of course, the technical implementation.” says Sagi Yosef, IT Sys Admin, Teleall

This sharing option makes the shift manager and Contact Center manager’s work much more efficient, who are responsible for the shift schedules. Through Google Docs anyone can work on a file without interfering and can share information. Another advantage deriving from this sharing option is that the users themselves control the sharing of their documents, an option that does not exist in the competitors’ solutions”.

“A significant improvement was recorded in the company’s operational core. Even though the company’s administrative team was slightly concerned with changing work methods, and the necessity of managing double schedules during the implementation period, at the end of the project we received very positive feedback from the team. Previous difficulties in managing the schedules disappeared, and work efficiency improved”, indicates Sagi Yosef. “When we decided to transfer to Google Apps we were warned by a colleague that transferring the schedules would be difficult. But it turned out to be the strongest tool which is translated into more efficient work. There are users that tell us that this transition changed their lives and the new system is far better than the competitors”.

“Teleall is a decentralized organization located in 7 points throughout Israel with 1,700 employees, which has been using the same system for 15 years”, summarizes Yosef. “The decision to transfer to Cloud with a system that is unfamiliar to the users was not a simple one. We knew we would encounter difficulties, but at the end of the process we received new, better and much more advanced tools. DoIT accompanied us throughout this transition process in the best possible manner. The IT management aspect also has great advantages for the organization. There are no systems to maintain because it is all on Cloud, there are no email system failures and no problems with storage sizes”.