Cloud PBX Modernization for a Multi-State Apple Authorized Retailer & Service Center
Client:
Apple Authorized Retailer & Service Provider
Solution Type:
IT Services
Industry:
Retail / Consumer Electronics / Support Centers
Functionality:
Cloud PBX · Multi-Branch Telephony · Call Center Routing · 150+ Extensions
General Info
The client operated multiple Apple retail and service locations across several states but relied on a single on-premises PBX with E1 phone lines at their main store.
All other branches had limited telephony capabilities, no centralized routing, and no unified call center logic.
This created challenges in customer service, regional coordination, and scaling — especially for stores with high-volume repair and support requests.
Zakini designed and implemented a cloud-based phone system that connects all eight branches under one centralized, flexible, and scalable platform.
The new system supports over 150 extensions, advanced call center features for sales and support, and seamless communication between locations and departments.
01
Project Overview
The client needed a telephony solution capable of supporting rapid growth across multiple retail and repair centers. Zakini replaced the legacy, single-location PBX with a modern cloud system for unified communication, improved customer service, and full operational continuity.
02
Challenge
The company faced:
An outdated E1-based PBX limited to the main store.
No unified communication between branches.
Inefficient call flow, leading to missed opportunities and long wait times.
Inconsistent customer experience across sales and service teams.
No scalability for new stores, new employees, or new call queues.
Difficulty managing call center performance and routing logic.
03
Solution
Zakini delivered a complete modernization of the client’s communication infrastructure:
Cloud PBX Deployment
Migration from legacy PBX to a single, global cloud PBX platform.
Over 150 extensions deployed across 8 retail and service centers.
Centralized management for users, queues, routing, and reporting.
Unified Call Routing Across All Branches
Intelligent call queues for sales, tech support, service bookings, and warranty repair.
Automated routing rules, business-hours profiles, overflow logic, and escalation paths.
Seamless internal dialing between all stores and departments.
Call Center Enhancements
Call recording, live monitoring, agent dashboards, and detailed analytics.
Skill-based routing to direct calls to the right specialists.
Queue callback options to improve customer satisfaction.
Migration & Deployment
Full system configuration and rollout with minimal downtime.
Local number porting from legacy E1 circuits.
Staff training for call center agents, store managers, and administrators.
Future-Ready Scalability
Ability to add new stores, departments, and users in minutes.
Cloud-hosted design supporting redundancy and remote work.
04
Result
The retailer now operates a centralized, enterprise-grade communication system that improves customer service, reduces missed calls, and enables seamless coordination across states:
Unified communication across all stores and support teams.
Faster call handling and dramatically reduced wait time for repairs and sales.
Consistent customer experience, regardless of which location receives the call.
Increased visibility through real-time call center metrics and reports.
Scalable communication foundation for future growth and expansion.
Significant reduction in telecom costs and no dependency on E1 hardware.
Outcome
150+
Extensions deployed across all branches
8
Locations unified under a single cloud PBX
40 %
Faster call resolution for service & support