Improve Arnal’s internal communication and increase the quality of customer service
The Virtual PBX of Masvoz has allowed us to unify the communications in all our headquarters in an agile and comfortable way, as well as to improve our customer service
Coordinator of the Department of Business Development
The spirit of service and commitment with which José María Arnal Gabarró founded Arnal 45 years ago is still intact today. This group of companies that offers professional services of high added value to more than 50 large and medium-sized companies from all over Spain, has not only evolved according to economic and social changes, but also has seen in the use of new technologies a competitive advantage to remain as a reference in its sector.
Transmitting and projecting to the market values such as professionalism, commitment and trust have been, since its foundation in 1971, Arnal’s priority. At that time, the firm began its business as an administrative management specialized above all in banking issues. Already in 1989, in addition to being a pioneer in the provision of professional management services for financial entities, the organization was a pioneer in the outsourcing of preferential and mortgage formalization services. In the 1990s, the company’s good performance, with a single headquarters in Barcelona, encouraged its founder to start a territorial expansion. Forty-five years later, Arnal has more than 20 delegations distributed in the main cities of Spain.
A new scenario
The advances in technology of the last years have demanded the companies to take a step more in innovation. In order to adapt Arnal’s growth and expansion to the new market demands, it was necessary to optimize the firm’s internal communication structure, both at interdepartmental level and among the more than 20 delegations located in different parts of Spain. Also, excellence in customer service should have been consolidated, a priority that has accompanied the company throughout its history. “The proper implementation and use of technology is the basic axis on which our organization is based and represents a constant challenge for the future,” claims Cosimo Polisena, Coordinator of the Department of Business Development of Arnal.
Jumping into the cloud
To improve Arnal’s internal communication and increase the quality of customer service, it was necessary to update telephone networks and PBXs. Coordinating the calls of more than 300 employees distributed in more than 20 different locations and answering customer inquiries via telephone was not feasible by having an already obsolete telephone PBXs network.
The implementation of the Virtual PBX with Masvoz IP terminal has allowed Arnal to have a cloud-based unified communications service for all its headquarters, with a control panel accessible via web, different telephone lines with IVR to meet the specific requirements of every customer and an unlimited number of fixed and mobile extensions for all its employees regardless of location. “The Virtual PBX of Masvoz has allowed us to unify the communications in all our headquarters in an agile and comfortable way, as well as to improve our customer service,” says Polisema.
More efficiency, less costs
The service of Virtual PBX of Masvoz has been a great improvement in the daily management of the traffic of calls of the customers and in the internal communication of the different delegations of Arnal. This jump to cloud telephony has also meant considerable savings for the organization, both in the telephone bill (calls within the company and between offices do not have additional cost) and in the investment in equipment (it was not necessary buy new PBXs or increase wiring, and with the new virtual PBX there is no risk of obsolescence).