Hawesko.de

The ini­tial sit­u­a­tion

Hawesko Hold­ing AG, with over 900 employ­ees, is Germany’s biggest trader of pre­mium wines and cham­pagne and one of the lead­ing wine mer­chants world­wide. While Jacques’ Wein-​Depot, the company’s own retail store chain, oper­ates a large net­work of wine shops, the sub­sidiary Hanseatis­ches Wein & Sekt Kon­tor Hawesko GmbH gen­er­ates the major­ity of its sales by tele­phone. That’s why a flaw­lessly func­tion­ing tele­phone sys­tem is indis­pen­si­ble. In early 2015, the company’s IT man­agers decided to update and upgrade the exist­ing Avaya tele­phone sys­tem includ­ing Avaya Con­tact Cen­ter with the help of the IT ser­vice provider IP Dynam­ics.

The chal­lenge

• The sched­uled release update of Hawesko’s Avaya tele­phone sys­tem includ­ing Con­tact Cen­ter and inte­grated CRM sys­tem should be car­ried out with­out affect­ing busi­ness oper­a­tions. A fail­ure of the entire sys­tem, which is con­nected to 350 employ­ees and 100 call cen­ter agents, had to be avoided.
• In addi­tion to updat­ing the PBX, a geo­re­dun­dant Enter­prise Sur­viv­abil­ity Server (ESS) was to be installed, which would auto­mat­i­cally take over the tele­phone sys­tem within 10 min­utes of a sys­tem fail­ure.
• On top of that, IP Dynam­ics also needed to fac­tor in extra com­po­nents like the Avaya Appli­ca­tion Enable­ment Ser­vices (AES), Call Man­age­ment Sys­tem, Com­puter Tele­phony Inte­gra­tion (CTI) and Hawesko’s own CTI client. All these exist­ing ele­ments needed to inter­face per­fectly with the new, upgraded telecom­mu­ni­ca­tions infra­struc­ture.

The solu­tion

• With­out affect­ing the daily work at the busi­ness sites, IP Dynam­ics put a par­al­lel oper­at­ing sys­tem in place as early as the end of Jan­u­ary.
• In mid-​February, fol­low­ing the strict sched­ule to the let­ter, the first test was done. And by the begin­ning of March the entire sys­tem had been com­pletely over­hauled. After work­ing hours, the state-​of-​the-​art plat­form was launched – and was up and run­ning within two hours, even though the whole night had been set aside for the job to be on the safe side.

The result

• The suc­cess of the project safe­guards Hawesko’s exist­ing telecom­mu­ni­ca­tions invest­ments and allowed employ­ees to use all the fea­tures of their phones dur­ing office hours with­out any notice­able dis­rup­tion.
• „For busi­ness rea­sons, we‘re very sen­si­tive when it comes to our phone sys­tem,“ says Stephan Roes­gen, IT project man­ager at Hawesko. „But IP Dynam­ics’ pro­fes­sional approach and exper­tise has won us over. Through­out the project we were secure in the knowl­edge that our tele­phone sys­tem was in the best of hands.“

If you are also inter­ested in upgrad­ing your PBX, please do not hes­i­tate to con­tact us.