Much of the advice provided by the Danish Chamber of
Commerce is given over the phone, which is why the
telephone is such a crucial piece of equipment for productivity.
The approx. 230 employees of the Danish Chamber of
Commerce use a Microsoft Lync solution with headsets from
Jabra. The solution has enabled both employees and the IT
department to work more efficiently, for the benefit of the
companies who are members of the Chamber.
As with most companies, the staff of the Danish Chamber
of Commerce isn’t particularly interested in which
telephone system they use: The phone just needs to
work. So it’s a sign of success for Michael Nielsen, who
provides IT support for the Danish Chamber of Commerce,
when he doesn’t receive daily calls from his colleagues. It
didn’t start out that way, however:
When the Danish Chamber of Commerce rolled out Lync (at
that time called OCS), they opted for cheap headsets. Despite
a successful migration to Lync, there was great dissatisfaction
with the headsets among employees. Wearing comfort was
bad, the sound quality was disappointing, and staff didn’t
feel that they were any more productive. Thus in spring 2011,
they decided to test out higher quality headsets.
- Michael Nielsen, IT support, the Danish Chamber of Commerce
“The quality of the cheap headsets we bought first was
simply too poor. A good day for the IT department is one
where we’re not contacted by the users, because that
means that everything is functioning as it should. We had
far too few good days back then. We were forced, then, to
find some really high-quality headsets, because the support
was costing us tremendously in resources. After extensive
testing, it was clear that the headsets from Jabra provided
the best sound quality, were the most comfortable, and had
the best design,” says Michael Nielsen.
After the Danish Chamber of Commerce had chosen Jabra,
a continuing dialog between the Chamber and Jabra
became crucial in meeting users’ needs. After a complete
review of user scenarios, the Danish Chamber of Commerce
chose the headsets from the Jabra PRO 9400 series
together with the two speakerphones, Jabra SPEAK 410
and Jabra SPEAK 510.
The new quality headsets was an instant hit with the
users, as staff could now focus on providing advice rather
than spending time upgrading firmware on their headsets:
That’s the job of the IT department. The six members of
the IT department did not wish however to upgrade
firmware for every single user each time new firmware
came out, and this made a strong argument for the IT
department in favor of Jabra Xpress. With Jabra Xpress, the
IT department can upgrade all 200 headsets and speakerphones at the same time by sending the firmware
to the users’ PCs. When the user switches on the computer,
the firmware on both headset and speakerphone is
upgraded automatically without the need to do anything.
“Previously, when a user would call to say that their
headset was making this ‘beep beep’ sound, we knew
right away that there was something wrong with the
firmware, and we’d have to upgrade it manually. Now we
upgrade all our headsets before the users ever experience
any problems. It saves us time and we avoid all those
trivial little jobs while also keeping our users happy and
efficient,” says Michael Nielsen, adding:
“Everything went perfectly, right from the start. If we
wanted, we could actually get an overview via Microsoft
System Center 2012 of what firmware and which headsets
and speakerphones we have out in the organization. It’s
just not been necessary as of yet. The upgrades have gone
Around 90 percent of employees use wireless headsets.
This enables them to take notes or look up legislation
while advising. Should an employee need to take their PC
home with them, they can also borrow a wired headset
such as the Jabra GN2000 or the Jabra BIZ 2400, so they
can take calls from home with just the same benefits. The
IT department has thus ensured optimum user productivity
anywhere and at any time, to the benefit of the members.
“The Jabra headsets have given us satisfied users, who
can focus on their work with the member companies.
That’s the most important thing. We also get a lot of good
information from Jabra’s headset experts, which is a
welcomed bonus, as it allows us to keep up with the
latest solutions and possibilities. It means that we aren’t
just keeping our employees productive today, but also in
the future, thus ensuring a high level of satisfaction from
the member companies,” concludes Michael Nielsen.