He added, “Change management is hard, but the number of issues was minimal.
Now, the organization has deployed the Zoom Phone Power Pack to evolve this contact center functionality, executing a “frictionless” global rollout, according to Smith.
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WFS has gotten innovative with its use of Zoom Phone, initially augmenting it with Amazon Connect and using the call routing feature to create full contact center capability. It allowed us to streamline the provisioning process from months to days, reduced our operating cost to manage and support, and helped us avoid the need to expand our support and engineering team while continuing to scale,” Smith said. “The use of Zoom Phone has seen carrier costs halve. This allowed us to decommission 78 office legacy PBX systems,” Smith said.Īs Zoom’s first global Zoom Phone customer in Brazil and one of the broadest in terms of global reach, WFS found scale and savings with the cloud-based phone solution. “There are now 1,971 total users of Zoom Phone with an additional 750 being provisioned in 2021, over 2,400 numbers, and 144,000 calls per month across 30 different countries. When WFS replaced its traditional PBX system with Zoom Phone, adoption spread like wildfire.
“By working with great companies, we’ll get better at a faster rate.” Costs savings and new capabilities with Zoom Phone “We had a principle for our partners: work with people we aspire to be like, and Zoom was at the heart of that,” Smith said. Easily integrate with existing hardware and software solutionsĪs they examined providers who could help address these needs, the WFS team had unique criteria.Provide reliable communications in low-bandwidth areas.WFS also needed a phone solution that could: To complicate things further, WFS’s global workforce - 5,000 employees across 200 sites - needed a consistent user experience to support high-touch communications across offices. Disparate solutions across a global workforceĪfter undergoing multiple mergers, WFS grappled with a collection of disparate solutions that IT struggled to support. We talked with Jeff Smith, COO of World Fuel Services, who shared how the organization strategically leverages the Zoom platform to support its unique services. Tasked with optimizing energy, logistics, and related services for customers around the globe, the Fortune 500 company needed to innovate at the pace of a startup, as well as enable a connected and productive staff - spawning the adoption of flexible collaboration solutions like Zoom Phone, Zoom Rooms, Zoom Meetings, and Zoom Webinar.
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Working to reconcile a complex technology stack, regular network outages, and manual and paper-based processes, Miami-based World Fuel Services (WFS) struggled to quickly deliver agile solutions to its global customer base.
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