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For over 38 years, Imparts has been established as Australia's largest independent European parts supplier. With a dedication to servicing the automotive trade and a commitment to distributing the world's premium automotive brands, Imparts has continued to set new standards in the automotive parts market.
With a network of warehouses Australia-wide and a wealth of product knowledge through its employees, Imparts is driven by the demands of its trade customers to provide the right part at the best possible price.
In partnership with the world's leading original equipment manufacturers, Imparts distributes a range of premium automotive parts through a network of branches Australia-wide. Imparts stocks the broadest selection of O.E.M and aftermarket parts to suit Audi, BMW, Mercedes, VW, Saab, Volvo, Peugeot, Citroen, Land Rover, Porsche and Renault.
From humble beginnings in Melbourne in 1998, Jasco has since become a Tier-1 Platinum CloudTelstra Business and Enterprise Specialist partner and one of Australia’s most recognised Microsoft-accredited channel partners. We owe our success to staying true to our core values and believing in our hardworking team. At Jasco, we champion the beliefs and cultures of our diverse staff, allowing us to look at problems from different perspectives and find solutions that might not have been considered otherwise. Our mission - ‘Working with great people to enable customers to succeed through technology’ - is the cornerstone of our business success.
Imparts were using an out-of-date and soon-to-be unsupported telephony solution - Skype for Business - and the Espera reporting solution. Covid – 19 highlighted the need for a more robust system enabling us to work from anywhere, no matter the circumstances. Our partner, Jasco Consulting, introduced us to various recommendations as part of our contact centre and telephony modernisation journey.
Microsoft Teams Direct Routing was chosen as the base telephony solution, allowing for a migration path leveraging the Microsoft 365 platform and licensing. Imparts were also able to use existing SIP channels via their service provider, Telstra, and continue to use their current Session Border Controllers (SBC).
After reviewing 4 other competitive contact centre products to replace the legacy reporting solution, Imparts chose Channel UC’s product CC4Teams. Not only is the product a natively integrated Contact Centre solution for Microsoft Teams, but it also connected seamlessly with existing SBCs enabling us to remain with our current SIP service provider. No phone number porting or complex changes to our call routing were required.
In a phone-heavy environment, a quick and well-managed deployment was key for Imparts. From our first meeting to full implementation, it took around a month. That included run-throughs, testing, back-end work, and educating the team on how the product operates. The support and response time from the Channel UC team has been great. They have been very helpful and efficient in assisting us in sorting through the app from top to bottom and answered all our questions with professional knowledge.
We were experiencing various issues with Skype for Business and almost no reporting features. CC4Teams now gives us a complete set of advanced call centre features with full reporting tools and analytics.
We handle between 1,500 and 2,000 calls daily in our call centre environment, and the visibility of these calls on our old system was tough. With CC4Teams Agent console and Supervisor console, we can easily see incoming and outgoing calls in a central location. We can see if specific queues are busy with complete visibility of all calls, and make quick, actionable decisions to ensure our customers are not waiting longer than we expect to be answered. Our users also enjoy the cherry-picking function and the recently released feature, call-back requests.
Support and updates are regular, and because it's a Microsoft Teams solution, we benefit from an industry-leading platform integrated natively into the Microsoft 365 platform.
Any new install can have its challenges. However, the mark of a good relationship is not hiding from those or shying away from them. We have found the engagement with Channel UC and Jasco exceptionally proactive. Any difficulties we face are actioned extremely quickly, and we find being able to go directly to the vendor, Channel UC, extremely helpful in resolution times.
