With Phone System, reachability across multiple channels improves.
For over 115 years, the Grafisch Lyceum Utrecht (GLU) has been the premier small-scale vocational school for media, design, and communication. To ensure that students, parents, staff, and other stakeholders can easily reach the school, telephone communication plays an important role at all levels of the organization.
Mitel’s existing phone system was technically outdated and needed to be replaced. The system offered limited functionality for the front desk, did not provide up-to-date insight into employee availability, and was heavily tied to fixed phones and locations. Scalability and reporting capabilities were also limited.
The GLU was therefore looking for a single, future-proof solution for landline telephony and calls via Microsoft Teams. In addition, the school wanted to consolidate management, maintenance, and support under a single provider: a one-stop shop for all telephony within the organization.
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Pegamento implemented the Pegamento Phone System in conjunction with Microsoft Teams. This allows employees to make internal and external calls from various locations and devices. The solution can be configured on a per-location basis and supports features such as call queues, menu options, hunt groups, caller ID, and automatic call forwarding.
The reception desk now also features a modern call center console. Through a clear dashboard, the receptionist can see which calls are coming in, how many people are on hold, and which employees are available. Calls can be easily transferred to individuals, departments, landlines, or cell phone numbers.
In addition, the GLU can configure call flows, business hours, hold messages, and music on its own. Detailed reports provide insight into call volume by number, queue, and location.
The project began with a comprehensive assessment of the current situation and the GLU’s requirements. The entire telephony environment was then configured and tested. Following user training sessions, the new system was rolled out in phases.
The schedule was challenging due to a renovation and the school breaks in between. Thanks to the close collaboration between the GLU and Pegamento, the implementation went according to plan.
The Grafisch Lyceum Utrecht now has a single flexible and scalable telephony environment that integrates landline telephony, Microsoft Teams, and the reception function. Employees are no longer tied to a single device or location, the reception desk has a better overview, and the organization has improved management and reporting capabilities.
This will enable the GLU to continue to respond quickly and professionally to students, parents, staff, and other stakeholders in the future.
Applied technology
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Hospitality is one of my deepest motivations.
Not surprisingly, of course, customer service is a common thread in my career. Aspects of hospitality is being able to connect, to facilitate but mainly to make someone feel genuinely welcome. My intuition is my greatest asset to be able to put myself in the shoes of a guest. A customer is my guest.
Fed by various senses, an image forms around the client. I listen to what is being said, watch facial expressions, taste the underlying tone and get a feel for the challenge to be addressed. An image literally forms on my retina. I have to be able to see it. If I can see it, I can create it.
In this, the trick is to pursue simplicity, give the client a warm feeling that the problem is understood, receive good advice, facilitated and carefully guided to the solution. Trust, connect and unburden.
The feeling when a guest arrives at your hotel after a long tiring journey, can sit in front of the fireplace, be handed a good glass of wine and stare carefree at the fire. My guest knows it will be okay.
This piece was written by Ernst Vegter, working as a Business Consultant at Pegamento.
How can I help you? That’s pretty much the first question I ask when talking to people who are curious about our services. In such a conversation, the use of senses is very important. Because not everyone is the same. One person thinks in images, while for another words are important or how something feels. For me, sight and hearing are the most beautiful senses, because both eyes and ears absorb information and can convey or process emotions.
Why hearing? Because listening is essential in contact. And it’s the key to unlocking valuable insights.
I developed this skill early on. As a child, I enjoyed radio plays on the radio, bringing the stories to life in my head.
Recognizing and automating patterns. Tasks we are constantly working on when implementing our robots at Pegamento. My 2 Drentsche Patrijshonden are hunting dogs and certainly not robots. The hunting instinct and intuition is basically in their genes. Continuing to offer new forms of training has taught them to recognize and act independently in hunting situations. Even “unsupervised,” even if I’m not around.
But when you try to teach a brain something, it also starts to see things you don’t expect. Dogs pick up on the slightest deviation in your voice or directions. To start recognizing that and correcting it again is perhaps the most complex challenge. But in our work, for the wonderful clients for whom we get to work, it often yields the most beautiful new insights!
This piece was written by Rob, founder of Pegamento and in charge of Marketing and R&D.
Feeling. That’s the best thing Pegamento stands for. Feeling for technology in the broadest sense of the word. Not only feeling for the exciting stuff like AI, but also for the basics of communication.
The very best part of my job is selling, listening, translating and thinking about what really matters. We bring the digital transformation with a great team!
The diversity of our team, how sharp we are, but especially the wonderful things we get to make makes me feel extremely good. Hence, I intuitively chose the sense of “feeling.
Feeling gives life and differentiation!
