Conexiom manages explosive growth and enhances customer engagement with Zoom
After experiencing a period of rapid growth and expansion, Conexiom implemented Zoom to streamline and scale its operations.
Location: Vancouver, Canada
Challenges: Implementing a scalable, cost-effective, reliable video conferencing solution, limited flexibility in its phone solution, unsatisfactory customer support from legacy chat provider
Solutions: Zoom Meetings, Zoom Rooms, Zoom Phone, Zoom Team Chat, Zoom Video Webinars
Benefits: Enterprise-grade video communications, a flexible, dynamic phone user experience, and access to an integrated and unified communications solution
“Our end users love Zoom because it’s really easy to use. It’s super simple, it has the functionality we need, and the quality is amazing as well. We have lots of employees working remotely in different countries, all of which are using Zoom, and it really is the backbone of our communication.”
Peter PacuchSenior Manager, IT Operations, Conexiom
Founded in Vancouver, Canada, Conexiom has been solving complex document-processing challenges for more than two decades. By automating trade document processes including; order entry, invoice capturing, quote management, and more, Conexiom’s world-leading cloud-based document automation solution is purpose-built to help customers streamline their business processes, resulting in reduced costs and enhanced operational efficiency. Conexiom extracts, transforms, and delivers data from complex documents, like purchase orders and invoices, into customers’ ERP systems with 100% accuracy — no human supervision needed.
With hundreds of billions of dollars worth of transactions on their platform each year, the organization has become a critical processing provider for over 500 enterprise organizations around the world, including the likes of; Honeywell, Graybar, ExxonMobil and Werner Electric.
The need for a reliable, scalable, and cost-effective solution
Conexiom has expanded rapidly into the global market over two decades, leading to an increased reliance on modern communications solutions. As a forward-thinking organization, Conexiom has been leveraging video conferencing since the technology first became available. However, as the company navigated a period of rapid growth, the team required a more reliable and cost-effective solution.
“Once we had used our legacy solution for a few years, our teams started to feel the limitations,” said Peter Pacuch, Senior Manager, IT Operations at Conexiom. “There were some compliance concerns. And every time we came to [the provider] with an issue we were experiencing, they would just try to sell us another product or solution to fix it, and it was a very expensive solution already.”
Conexiom’s growth also highlighted the challenges they faced with their legacy phone system, which couldn’t keep pace with the organization’s expansion into the international market or its increased need for flexible communications.
“We were moving away from physical phones to softphones, so our legacy provider enabled us to use their softphone solution, but it only really worked on mobile phones — on everything else there were a lot of issues,” Pacuch said. “And as we expanded to different countries, our legacy provider could only support Canadian-based phone numbers, which was a problem for our international teams.”
The organization was also keen to replace its chat solution, as its chat solution provider couldn’t offer the customer service and seamless experience that Conexiom required.
“With our expansion into the international market, we felt we needed more tools to communicate, including a chat solution,” Pacuch said. “However, the customer service from our legacy provider was terrible. We tried to upgrade our license and they ignored us, which made us feel unsupported and as though they didn’t want to do business with us.”
Enabling enhanced and streamlined operations with Zoom
After conducting significant market research on the leading video conferencing solutions and gathering internal feedback, the teams at Conexiom implemented Zoom Meetings.
“Based on my research, Zoom was the number one solution for video conferencing,” Pacuch said. “Our sales team also did research to find a great solution because they [communicate with prospects and customers] over video conferencing, and they also requested that we implement Zoom.”
“It was a huge success,” Pacuch added. “Our end users love Zoom because it’s really easy to use. It’s super simple, it has the functionality we need, and the quality is amazing as well. We have lots of employees working remotely in different countries, all of which are using Zoom, and it really is the backbone of our communication.”
The teams at Conexiom also implemented Zoom Team Chat to further consolidate their communications solutions and improve the user experience.
“I was very impressed with the way Zoom structured their chat solution,” Pacuch said. “When I found out that we had free access to Zoom Team Chat with our business licenses, I thought, ‘That’s perfect!’ We implemented Zoom [Meetings] and Zoom Team Chat at the same time, and everybody just loved it.”
With the successful implementation of both video conferencing and instant messaging solutions across the organization, Pacuch and his teams moved to deploy Zoom Phone to enable a more reliable and dynamic communications infrastructure.
“We were really impressed with Zoom, and when it came time to switch phone providers, bringing on Zoom Phone was easy because we could just add it on to our licenses,” Pacuch said. “Zoom Phone is absolutely incredible — I’m still blown away by the quality of the sound.”
“We had an office open in the U.K., so we needed to set up employees in that office with a local U.K. phone number,” Pacuch added. “All I had to do was call Zoom and add those licenses on to get access to those numbers. It didn’t take more than a day to get them up and running. And it also costs a fraction of what we were paying before we switched to Zoom Phone. Zoom Phone in our office in Germany was also set up in just one day.”
Pacuch quickly recognized the impact that Zoom had on the organization and the value of having a unified communications platform. He said, “There are other providers who offer similar solutions, but none of them are integrated with each other as Zoom, and more secure as Zoom. With Zoom, everything works together. For us, as a fast-growing company located in different countries, this gives us much more flexibility.”
Moving into the future with Zoom
The Zoom platform has empowered Conexiom to maintain and enhance its customer service while improving internal communication before and during the pandemic. As Conexiom continues to grow, Pacuch and his teams are excited to expand their use of Zoom, especially as they return to the office.
“We’ve been super happy with Zoom, and we’re starting to expand our use of it,” Pacuch said. “We implemented our first Zoom Rooms in our office in Chicago. It was a major success. The feedback from our team was phenomenal, so we’re investing more into this technology as we return to the office with the purchase of more DTEN displays in our other offices.”
“I really believe that Zoom’s product for end users is really almost perfect,” Pacuch said. “And I’m really excited to see how Zoom will implement new features.”