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Clear communication with Plantronics headsets.

Case Study.

Companies with a broad network of locations often face considerable challenges when it comes to communicating clearly. Both when talking to colleagues and external customers and service providers, clear communication takes top priority.

 

The right software tools and the right hardware—the headset—are crucial for high-quality communication. The pharmaceutical company Eli Lilly and Company is well aware of this.

 

Eli Lilly is currently one of the leading global healthcare companies. It was founded some 140 years ago in the USA and has been operating in Europe for more than 50 years. The group’s goal has always been to create and manufacture high-quality medicines that meet real needs. And today the Lilly employees still have the same vision—to make people’s lives better. Its specialist areas are therapy and research, in particular: dermatology, diabetes, alzheimer’s dementia, men's health, oncology, osteoporosis, psychiatry/neurology and rheumatology.

 

Elio Lilly and Company currently employs 41,000 employees globally in more than 55 countries. Its German branch in Bad Homburg is home to 1,000 employees, and 160 employees are engaged at the headquarters in Geneva, Switzerland. The majority of employees work in operations—medication and services for hospitals, GPs and specialists.

 

Optimising the communication structure with Skype for Business and Plantronics headsets.

To optimise this international company's communication structure, Skype for Business was deployed globally. This, however, changed what was required of the end devices. Headsets were now needed that would support unified communications, facilitate mobile communication and make it possible to change end device and location without interrupting an ongoing call. To renew their PC hardware, the company chose to invest in Bluetooth devices that can be used together with both PCs and mobile end devices.

 

Another company goal was also to provide employees with the opportunity to easily collaborate, hold meetings, and relax in open space environments, such as those in their Swiss branch. And boosting productivity was, of course, another priority.

 

After much research, Eli Lilly and Company decided to opt for Plantronics headsets. The wide selection of different headsets ensured that it was able to find devices that would work with the existing technology and fulfil the intended function. The Voyager Focus UC was selected, to be used mainly in the Swiss branch of the company, where all locations required either replacement or new headsets.

Eli Lilly and Company

www.lilly-pharma.de / www.lilly.com

 

Locations

Indianapolis, USA (headquarters), Bad

Homburg (Germany), Geneva (Switzerland), Cork (Ireland), among others.

 

Industry

Pharmaceuticals

 

No. of employees

41,000 worldwide

 

Headset users

Approx. 60%

 

Services

Eli Lilly and Company rank among the leading global healthcare companies.

The company was founded over some 140 years ago by a man committed to creating high-quality medicines that met real needs.

 

And today the Lilly employees still have the same vision—to make people’s lives better. Its specialist areas are therapy and research, in particular: dermatology, diabetes, alzheimer’s dementia, men's health, oncology, osteoporosis, psychiatry/neurology

and rheumatology.

“The Voyager Focus UC lets us focus on our work – we’re more concentrated, meaning we can more effectively contribute to growing the company.”

Local IT manager

The European call centre in Cork, Ireland, has also decided to deploy Plantronics headsets, and close to 60% of employees now use a headset from Plantronics. Goal achieved. Expectations surpassed. It was the corporate group's aim to realise clear and easy communication in all locations where the new headsets were to be deployed—internally, externally, and in their call centre.

 

The use of the Voyager Focus UC in open spaces needed to:

  • Enable more focussed working while reducing noise in open office spaces
  • Simplify internal and external communication
  • Increase employee comfort and productivity
  • Achieve the same mobility and accessibility as the call source.

Call quality in open plan offices was highest priority because many of the locations, such as Geneva, feature a mixed environment, where it is important to minimise ambient sounds and suppress background noise. The Voyager Focus UC features active noise cancelling and dynamic hi-fi stereo sound for optimum sound comfort that lets you focus on your conversation, not background noise.

 

“The Voyager Focus UC lets us focus on our work—we’re more concentrated, meaning we can more effectively contribute to growing the company. Our users are very satisfied with this product which I can highly recommended,” says the local IT manager.

 

Unanimous positive user feedback.

According to users, the new headsets excel in the category of call quality, with users praising the optimum speech quality and compelling audio. The versatility of the devices and their wearing options was also positively received and scored highly.

 

The positive feedback collected reflected both internal and external communications. Employees can now respond to even more requests from customers, doctors and patients without interruptions or having to change devices.

 

And the pharmaceutical company will continue to rely on Plantronics products in the future, too, because “Lilly is contacted by patients, customers and doctors every day, and often by phone. Plantronics headsets mean we can guarantee high-quality calls, ensuring that our customers can hear how important they are to us, and that we want to provide them with the best in products, services, and technology,” says the Global Solutions Engineer for Unified Communications at Lilly Germany.

Future-proof communication solutions with Plantronics®

 

Current Situation.

In ensuring long-term optimisation of its communication infrastructure, the company has become one of the few pharmaceutical companies to use unified communications with presence management. In their telephony, most phones have been replaced by softphones, or employees have been allowed to choose between the traditional landline, a soft phone or a mobile phone. And in Eli Lilly and Company’s call centre too, it employs omni-channel communication with unified communications. Since integrating the call centre into the unified communications solution, communication has shifted towards bundling and networking of all channels of communication.

 

In order to also optimise communications hardware and increase productivity, the company was looking for a suitable headset solution that would work together with unified communications.

 

Solution.

Plantronics Voyager Focus UC, in addition to other  Voyager® Focus UC headsets.