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OpenText Enterprise Fax over IP Delivers Improved Customer Service for SFR

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Enterprise Fax over IP Featured Article

March 29, 2011


OpenText Enterprise Fax over IP Delivers Improved Customer Service for SFR

By Susan J. Campbell, TMCnet Contributing Editor

Streamlined operations are an important focus for any company seeking to achieve efficiency and optimized processes. The same is true when communicating with the customer base – choppy processes can result in dissatisfaction and higher customer churn.


SFR (News - Alert) is the second largest telecom operator in France and the largest alternative operator in Europe, serving more than 20 million mobile customers and 4.6 million high speed households. The company maintains two call centers in France to handle distributor sales. When official documents regarding subscriptions need to be received, fax communication is the preferred method. Distributors also use this method to exchange data.

SFR’s call centers were receiving more than 2,000 faxed pages every day. In the past, the company managed the faxes with standalone servers, printers and machines. This system was not reliable and if a fax server went down, the company often waited as long as two days without access to that fax number. For those distributors using that fax number, communication was cut off for that time period.

The company also noted in this case study that the previous fax process was slow, inefficient and prone to lost faxes. As a result, SFR needed a more reliable approach to communications and turned to enterprise fax over IP provider, OpenText, and its partner in France, Inge-Com. Working with SFR, Inge-Com replaced paper-based processes with automated, fail-proof electronic document delivery, implementing two OpenText RightFax solutions with six channels each.

SFR and Inge-Com also built an automated system for everyday client service functions on a foundation of enterprise fax over IP. Consistent forms are delivered to all SFR distributors for new subscriptions, cancellations and modifications. Distributors now fill out and fax in forms as needed.

OpenText RightFax enterprise fax over IP solutions now communicate with each other to create a secure architecture and distribute the workload. The servers route inbound documents through the Direct Inward Dial (DID) and maximize system performance with load-balancing capabilities by sending faxes to the server offering the most available lines. Once information is received, the OCR application reads the information, splits the documents according to type and sends files with metadata into targeted RightFax Enterprise Server mailboxes.

As a result of this enterprise fax over IP implementation, SFR is able to deliver more answers to customers in the timeframe expected, generating more satisfied customers. The company also enjoys a fully redundant architecture and can avoid situations where customers have to repeatedly fax information. Productivity has also been increased and SFR is able to facilitate a significant step in “Green” orientation.

Fax communications continue to be an important communication channel for companies throughout the world. With enterprise fax over IP, companies can more readily address this need in a more cost effective and efficient way.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.

Edited by Janice McDuffee


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