After achieving strong organic growth in 2012, and as part
of its long-term strategy to dominate the workplace drinks
market through its water and coffee offering, Eden’s focus
was to unlock the customer service potential within its
2300 employees working across Europe. Using new technology,
Eden realised it had a huge opportunity to improve
communications among its team members across borders
who conduct regular conference calls, customer service
initiatives and internal customer updates. At the same
time, the business wanted to elevate service levels to customers,
including optimal call quality during service calls.
Realizing the need to best leverage technology to operate
more efficiently and better serve its customer base, Eden
Springs accepted an offer from Microsoft® to participate
in the Technology Adoption Program (TAP). TAP is an early
beta program for selected Microsoft® partners and
customers. The program enables partners and customers,
like Eden Springs, to receive access to new Microsoft Software,
news about new features and the development
status of relevant products.
Specifically, Eden Springs was selected by Microsoft® to
participate in TAP around the Microsoft® Lync™, the single,
unified communications platform that integrates seamlessly
with Microsoft Office and other existing tools and
Lync enables users to connect and collaborate in new
ways, anytime and anywhere. In addition Lync™ can
enhance or replace existing legacy IP PBX systems. This
can lead to improved productivity, increased mobility, and
faster responses for customers, partners, and employees.
Other benefits include smoother deployment, easier
management, and lower cost of ownership. In fact, according
to one analyst study, Lync™ can yield more than 300
percent return on investment over a three-year period.
As part of Eden Springs’ participation in TAP, the company
was able to test Lync™ optimized audio USB endpoints.
Although the company did not use headsets before the
Microsoft relationship, they opted to test Jabra headsets
across the organization as a way to improve communications
between customers and other employees. Eden
Springs also selected Jabra because of the wide selection
of Lync™ optimized devices Jabra has to offer.
Raanan Zilberman, CEO , Eden Springs
Raanan Zilberman, CEO at Eden Springs, comments: “Being
a global organisation presents us with a unique set of
communications challenges across borders with many
customer locations. We’re always open to new, better
ways of engaging with our customers, and working with
Microsoft on this project made a great deal of sense to us.
While we connect with around 600000 customers across
Europe every month regarding our water solutions, the
figure for our coffee customers is currently at 80000 and
rising. Clearly for us, call quality and maximizing business
efficiencies plays a key role in enhancing customer communications
and overall service levels.”
“We accepted the TAP offer from Microsoft® as we were
confident of the business benefits this association would
bring. This has already resulted in improved inter-office
communications and enhanced customer service levels.”
As a Microsoft® Gold Communications Partner, Jabra’s
devices are optimized for Lync™ and tested by Microsoft®
to ensure the devices integrate smoothly with Microsoft®
Lync™ users. Through TAP, Eden Springs tested various
Jabra solutions, including the Jabra PRO ™ 930 DECT Wireless headset and Jabra BIZ™ 2400 corded headset.
Both offerings feature “plug-and-play” installation and,
moreover, offer a wide range of noise cancelling technologies
to block out unwanted noise.
Eden Springs is currently using the Jabra solutions throughout
the organization – allowing users to select the model
that works best for their respective work environments.
“Because the devices were so well received by Eden
Springs’ employees, the company has selected Jabra as its
default headsets” said Lior Gal, head of Global Infrastructure
at Eden Springs.