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Chain Stores

Customer Pain Points Emerging Customer Requirements Solution Overview Solution Highlights Solution Value Success cases
41860759

Chain Stores

Unified Communication & Customer Service Solution

Customer Pain Points

  • Isolated Branch Communications and
    Decentralized Management
    72389561
    Each branch operates its telephony system without centralized management from headquarters,resulting in inconsistent service numbers and fragmented operational policies that weaken overall brand consistency.
  • Inconsistent Customer
    Service Experience
    02698451
    Customers contacting different branches are often required to repeat the same information.Customer profiles, service records,and call transfers cannot be synchronized across branches,resulting in an inconsistent customer experience and lower customer satisfaction.
  • High Maintenance Costs and
    Limited Scalability
    54123790
    On-site maintenance is required when branch equipment fails.New store deployment involves repetitive deploy- ment and configuration work,leading to long rollout cycles and high operational costs that hinder rapid expan- sion.
  • Lack of Integration Between Business
    and Communication Systems
    85021934
    The telephony system operates independently from CRM,membership management,and order management systems,preventing capabilities such as screen pop,caller identification,and business data integration.

Emerging Customer
Requirements

4
Upgrade to new
requirements
  • 1037698501
    Unified Communications and Centralized Number Management
    Headquarters enables centralized customer service number allocation with intelligent routing capabilities that automatically direct calls to the nearest branch based on caller location or service type to enhance brand pro- fessionalism.
  • 1872093402
    Omnichannel Customer Service Integration
    Integrate voice calls,mobile apps,and other communication channels to enable synchronized customer informa- tion,service history tracking,and cross-store collaboration.
  • 6304197503
    Rapid Deployment and Elastic Scalability
    Supports plug-and-play deployment for newly opened branches through a cloud-based architecture,enabling rapid service activation and temporary capacity expansion during peak periods such as promotions and holidays.
  • 9271346504
    Intelligent Business Integration
    Integrate with existing enterprise systems such as OA and CRM platforms,while supporting features including historical order lookup,call queues,IVR,and operator consoles.

Solution Overview

Based on the Dinstar UC unified communications platform and SBC (Session Border Controller),Dinstar delivers a two-tier headquarters-to-store communications architecture that enables unified access,intelligent routing, business integration,and Unified O&M Management for nationwide chain stores.
  • Headquarters Core Layer(Control Center)
  • Branch Access Layer
  • Business Continuity and Redundancy Design
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Headquarters Core Layer(Control Center)

  • 01

    Telephony System Deployment

    62453081

    Deploy DINSTAR UC8000 in active-standby high-availability mode as the core IPPBX platform，providing:

    ● Unified nationwide customer service hotline access with intelligent routing to the nearest branch.

    ● Integration with CRM and membership management systems,including call queues and IVR routing.

    ● Centralized management of branch extensions,call logs,recordings,and analytics reports.

  • 02

    Telephony System Deployment

    53749862

    Deploy DINSTAR SBC in active-standby high-availability mode to provide

    ● Secure internet-based connectivity and routing.

    ● Direct IP phone registration for smallbranches or temporary expansion staff to the headquarters IPPBX.

  • 03

    Telephony System Deployment

    95314678

    Deploy trunk gateways(dual-controller redundancy)to achieve

    ● Access to E1 trunks from multiple carriers

    ● Multi-carrier redundancy to avoid single-carrier service interruptions.

    ● High availability through dual-controller architecture to ensure uninterrupted operation in case of controller failure.

  • 04

    Telephony System Deployment

    58210967

    Deploy IP phones,video phones, PC clients,and mobile clients

    ● Support multiple endpoint types based on different deployment scenarios.

Branch Access Layer

  • 01

    Telephony System Deployment

    80726419

    Standard Branches

    Deploy IP phones,video phones,desktop softphones,and Dinstar UC350 gateways with local PSTN failover support and optional high-availability deployment

  • 02

    Telephony System Deployment

    92317654

    Small Branches

    Use the DinLink softphone app for secure remote access to the headquarters communications platform.

  • 03

    Telephony System Deployment

    62087139

    Mobile Sales and Customer Service Staff

    Answer customer calls via mobile app and transfer calls to other branches when off-site.

Business Continuity and Redundancy Design

  • 01

    Telephony System Deployment

    56129803

    Intelligent Routing

    Customers dial a unified service number and are automatically routed to the nearest branch based on caller location.Incoming calls can be automatically routed to IVR systems or on-duty teams during holidays

  • 02

    Telephony System Deployment

    69408351

    Business Continuity Protection

    In the event of a network outage,the system automatically fails over to local PSTN connectivity to maintain essential communication services.

  • 03

    Telephony System Deployment

    98510647

    Business Integration

    Supports integration with CRM,OA,and video conferencing systems.

Solution Highlights

  • 09614235
    HIGHLIGHT 01
    Unified Customer Service Access Enhances Brand Consistency
    Nationwide unified 400/95 service numbers with intelligent routing reduce customer wait times and deliver a more professional and consistent customer experience.
  • 53768249
    HIGHLIGHT 02
    Omnichannel Service Collaboration
    Supports voice,mobile app,and PC-based access with real-time customer information synchronization,reducing repetitive communication.
  • 70536248
    HIGHLIGHT 03
    Rapid Deployment for New Branches
    Standardized deployment templates enable new branches to go live within one day,with flexible scalability based on business needs.
  • 82360547
    HIGHLIGHT 04
    Seamless Multi-System Integration
    Supports integration with CRM,OA,and other enterprise systems to significantly improve operational efficiency.
  • 45809136
    HIGHLIGHT 05
    Intelligent O&M Reduces Costs
    A unified network management platform provides real-time monitoring of branch devices and centralized batch configuration deployment,greatly improving maintenance efficiency.

Solution Value

  • 32804976
    Improved Customer Satisfaction
    Unified service numbers and intelligent routing enable one-call access and seamless end-to-end service,signifi- cantly improving the customer experience.
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  • 02769318
    Reduced Operational Costs
    Centralized operations and maintenance reduce IT investment at branch locations,while unified communications infrastructure procurement reduces overall operating costs by over 30%.
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  • 54281970
    Accelerated Business Expansion
    Standardized deployment enables rapid branch rollout,ensuring the communications system no longer becomes a bottleneck to expansion.
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  • 16034827
    Enhanced Data Collaboration
    Integration between communication and business systems enables full customer lifecycle management,improv- ing customer retention and conversion rates.
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