SfB success story

SfB success story

Kornit Digital develops, manufactures and markets industrial and commercial printing solutions for the garment, apparel and textile industries. Leading the digital textile printing industry with their revolutionary NeoPigmentTM process including an integrated pretreatment solution, Kornit Digital caters directly to the needs of both designers and manufacturers.

The company wanted to improve its communication capabilities among employees and customers and provide a more unified and comprehensive solution for their global deployment. It upgraded its diverse local PBX solutions in each office to Skype for Business Server 2015 and has experienced increased employee adoption, improved mobile capabilities, better call quality and increased capabilities.

Along the introduction of Skype for Business Server 2015, Kornit Digital has introduced a new solution for their globally dispersed Contact Center, introducing Computer Talks Ice Contact Center, allowing a on stop shop for all communication requirements and added management to better improve customer satisfaction.

Project Details

Industry:
Textile
Company Size:
500 Employees
Provided Services:
Skype for Business

Project Manager

STEP #1: Situation

Founded in 2002 by seasoned professionals with extensive experience in the digital printing industry, Kornit Digital is the only company to provide their customers with a complete digital printing solution, from start to finish. Kornit Digital insists that customers should enjoy the best of the best – software, support and high-end technology, all in an environmentally sustainable way.

Taking the above into mind, Kornit Digitals various offices dispersed from Asia Pacific to North America and Europe, used a mix of different communications tools, lacking a companywide unified voice infrastructure, different working methods in regards to customer support and even peripheral devices to support their communication requirements.

Customer Support was based on basic IVR solutions existing in each office with no central management and knowledge sharing regarding the customer base. The ability to give customers a complete and overall support, from start to finish, was unreachable.cmyk-swatches-1014754_1

STEP #2: Solution

To help standardize the communications tools used across the company, Kornit Digital decided to implement Skype for Business Server 2015 as their global solution.

The implementation included building two main Skype for Business sites, dispersed geographically in the US and IL sites, and deployment of Branch site solutions in their smaller branch sites in APAC and Europe.

The migration was built so that offices were migrated one at a time, replacing and removing any old communications tools that existed and allowing local calls between the offices, even during the migration steps.

Kornit Digital is already experiencing positive outcomes since the deployment of Skype for Business Server 2015, including increased employee adoption, improved mobile capabilities, improved conference capabilities and better call quality and monitoring capabilities.

With Skype for Business Server 2015, Kornit Digital employees realized that the solution allows them to increase their collaboration among colleagues, partners and customers.

Introduction of Ice Contact Center, which fully integrates with Skype for Business Server 2015 and the Skype for Business client, Customer Service was taken to the next level, being part of the unified communications solution.

Ice provided a single location for the management of the Customer Services communications processes, supplying a wide range IVR capabilities and options, simple administrative interface and added reporting capabilities.

Ice and Skype allows remote access connectivity, giving customer service agents the possibility to work from any offsite location, enjoying all the same features that are available in the main office.business-conference-on-the-skype-49393330_1

STEP #3: Future

Both Skype for Business Server 2015 and Ice Contact Center solution allow Kornit Digital to grow and expand their communications tools and abilities, towards the company’s vision of providing a complete solution, from start to end.
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