Customer Success Story: Princess Auto

Princess Auto, a retailer known for its wide range of tools and equipment, sought to modernize its aging phone system by adopting Cisco Collaboration technology. Variphy stepped in to help them gain better visibility into the usage of their new phone system and refine their rollout strategy for future sites.

• Location: Canada
• Industry: Retail
• Products: Variphy Reporting and Analytics for Cisco CUCM, Variphy Reporting and Analytics for Cisco UCCX, Variphy DN & DID Management for Cisco
• Devices: 2,000+ Phones

The Challenge

After deploying Cisco Collaboration at their head office, Princess Auto encountered difficulties with end-user adoption. While some employees quickly embraced the new technology, others struggled to adapt, leaving their phones unused and causing a dip in overall productivity. Without clear data on how the phones were being used, the IT team found it challenging to address the problem and improve user engagement.

The Solution

Through the recommendation of their Cisco Partner, Princess Auto implemented Variphy to gain deeper insights into the new system’s usage. Variphy’s reporting and analytics helped identify “power users” and those who were slower to adopt the technology. Additionally, it provided visibility into the number of concurrent channels being used on their SIP trunks, data that had previously been a missed element in their deployment. This allowed the IT team to adjust their approach for more efficient usage of resources.

“We saved our IT helpdesk hours of troubleshooting with unhappy employees with the help of Variphy. Combined with the cost savings we realized with our PSTN SIP trunk usage, the decision to buy Variphy paid for itself immediately after install.”

The Impact

As Princess Auto rolled out Cisco Collaboration across more sites, the data from Variphy proved invaluable. It enabled the IT team to tailor training programs based on user behavior, significantly improving technology adoption. Variphy also saved the IT helpdesk hours of troubleshooting by identifying issues early. Moreover, the insights into SIP trunk usage resulted in cost savings, allowing the organization to optimize their telephony resources. Ultimately, the investment in Variphy paid for itself almost immediately, delivering both operational efficiency and cost reduction.

Learn more about our Cisco telephony analytics and reporting solutions.