The jeans and lifestyle brand MUSTANG was founded in Künzelsau, Germany, in 1932 and is now based in neighbouring Schwäbisch Hall. The move of the headquarters to new premises was a good opportunity for the company to say goodbye to the aging telephone system. This was not IP-based and inflexible, so it was time for a new communication solution that could meet enhanced requirements for digitalisation and reachability and enable the company to further improve its processes.
Ultimately, MUSTANG opted for the Swyx Unified Communications solution by Enreach, which impressed with its flexibility, reliability and simple administration. The centralised management reduces efforts and ensures uniform communication across all locations. At MUSTANG, a total of 215 employees use Swyx, primarily for communication with external contacts and between the company headquarters and the 50 MUSTANG stores throughout Germany. Microsoft Teams is used for internal communication, which is why the Swyx solution also scored points with its integration options with the Microsoft tool. For maximum user-friendliness, the most important telephony functions of Swyx can be seamlessly integrated into Microsoft Teams, whereby the presence status of Teams is synchronised with the presence status of the Swyx solution.
The convenient handling of Enreach’s solution makes everyday work easier: the software-based communication solution can be administered in the familiar Microsoft environment. The internal IT department can easily change configurations or add new users. Rules for handling incoming calls can also be easily defined with call routing options depending on individual criteria, such as calendar entries, the telephone number or extension of the caller or the presence status of the called employee. The solution automatically detects whether a user is currently available, on a call or not logged in at all. Unsuccessful forwarding attempts are thus a thing of the past. "The call routing offers a variety of options to control and optimise reachability. It can be set up intuitively and is very easy to use," says Samuel Jaißle, Director Global IT at MUSTANG, "We are also very happy with the range of functions and the telephony in HD quality: The solution reliably covers our telephony requirements, including hotline operations, and the audio quality of calls is impeccable."
In order to organise the hotline operations efficiently with the highest possible reachability, predefined user groups at MUSTANG are jointly responsible for incoming calls via service numbers. If, for example, an employee from the group is already in a call, another takes over the next call - without delays or long waiting times for the caller.
The Swyx communication solution supports various devices and is ideal for location-independent working concepts. Whether they work remotely or in the office, employees always have access to all important functions and can use only one phone number – if they want to. "In many departments, our employees were already working from home once or twice a week before the pandemic, so from the very beginning we were looking for a flexible solution that enabled mobile communication and remote work. Accordingly, the quick move to work from home was no problem when we were facing the Covid outbreak. Our B2B customer service team, for example, worked completely from home for weeks without any restrictions on reachability," reports Samuel Jaißle.
In future, MUSTANG wants to rely on hybrid work concepts with a mixture of presence in the office and work from home – and is well prepared for this. With Enreach's Unified Communications solution, it doesn't matter whether an employee uses a desk phone, laptop or PC with a headset. Around 80 smartphone users at MUSTANG are also integrated into the company’s communications via the mobile app, which can also be linked to an Apple Watch.
As a reliable implementation partner on site, 3iMedia GmbH supports MUSTANG all around the installation and operation of the solution. As a specialised systems house for information and telecommunications technology and a long-standing partner of Enreach, 3iMedia brings a high level of technical expertise, customer orientation and experience to help companies make their communications fit for the future in the best possible way. The commissioning of the Enreach’s Swyx solution at MUSTANG went smoothly: "The cooperation with 3iMedia works very well. In them we have found a competent and reliable partner who supports us in further improving our communication processes," says IT Director Jaißle.
With the help of an extension developed by 3iMedia, the Enreach solution could be integrated into MUSTANG's existing ERP system, for example. In the future, employees can not only greet calling customers directly by name, but also view all relevant data from framework agreements to the last order.
The jeans and lifestyle brand MUSTANG was founded in 1932 in Künzelsau and is now based in neighbouring Schwäbisch Hall. In addition to pioneering spirit and tradition, it is above all innovative strength and creativity that still distinguish the company and its products today. Almost 600 employees generated a turnover of 104 million euros in 2019. Jeans and tops for men and women, as well as licences in the areas of leather jackets, shoes, belts, bags, underwear and accessories are distributed in 34 countries.
3iMedia GmbH is a system house for information and telecommunications technology based in Karlsruhe and has specialised in telecommunications infrastructure and solutions, network technology and software development since 1995. As a partner for medium-sized companies in a wide range of industries, 3iMedia GmbH provides its customers and partners in Germany and Europe with the appropriate business solutions. As an Enreach Gold and TAP partner, 3iMedia develops and markets extension solutions for Swyx products.