Growth Customer Experience Productivity Business IQ Trends Success Stories Tech Solutions Awards Business Tools Subscribe Tech Enquiry
Smarter Staff
Smarter Writer

This article has been written by the Smarter Business™ Staff Writers

Smarter Staff
Smarter Writer

This article has been written by the Smarter Business™ Staff Writers

Using his DOT (Digital Office Technology)™ service, Steven Muller can field calls from customers when he’s out sourcing tea-tree for his mattress factory.

men working in mattress factory

The Magic of DOT

He junked the lot and moved all of Tetra’s landlines, mobiles and broadband over to Telstra’s all-in-one DOT solution designed for smaller businesses. And the difference between the Telstra Mobile Network and his previous provider’s is “chalk and cheese” he says.

While previously he would struggle to get service, Muller can now easily field calls from customers, even when he’s out of the office sourcing materials. Being able to access email and important files through the internet while he’s out on the road is also making a dramatic difference. Muller says the internet is rapidly becoming the main way Tetra interacts with customers. 

“The biggest frustration was that we needed to work around the old technology. It worked but it was fixed in place,” he explains. “Before, I had to go to where the technology was. Now I don’t have to go to the factory as much and that really allows me to do a lot more with my time and where my time is better spent.”

This Feature of DOT Makes the Difference

He estimates switching to DOT has nearly halved Tetra’s communications bill. Still, he believes the biggest savings are coming from the ability to operate more flexibly. “I’d say there was a 20 to 30 per cent cost of business not being as flexible as we now are. That could be $250,000 during any given year.” 

DOT’s call management features are helping make Tetra more productive, too. For instance, Tetra’s phone lines can be diverted to mobiles so staff can take a call whether they’re in the office, on the factory floor or travelling.

“We’re a small Aussie manufacturer; we compete with $2 an hour wages offshore so I need my people to be able to do multiple things such as answer calls and deal with customers. Having that working allows less people to do more, but just as effectively,” he concludes.

Tips from Tetra’s Steven Muller
  1. Be more contactable: “The biggest challenge is getting through all the work that can pile up if I am not available. We have a great team that can make many decisions, but sometimes things have to be run past me. If I can’t be reached it is an issue.”
  2. Innovate or stagnate: “There is always competition and without innovation we can’t win. It is a cliché but we have to work smarter otherwise we won’t prosper.”
  3. Having a good, reliable connection is vital: “I have learnt that it is not worth putting up with poor connectivity or technology even if it comes at a lower price. If it doesn’t work as it should, then in business you’re behind the eight ball and that is a huge cost."

Pieces of the website puzzle
Customer Experience
Customer Experience
Your 9 website essentials

Your website needs to keep up with the latest digital marketing trends and best practices to find new customers and maintain a healthy, sustainable rate of sales. Unsure where ...

Manly Spirits Co. at the 2018 Telstra Business Awards
Productivity
Productivity
Finding balance: Outsourcing with David Whittaker of Manly Spirits Co.

Running a small business can be rewarding but with so many tasks vying for your attention, it can be difficult to find the time to focus on what’s really important: producing a...

Person typing on wireless keyboard
Trends
Explainer: Decode the latest business tech jargon

Here’s your go-to resource to understand tricky tech jargon. With new technology comes new terminology. So many acronyms and jargon words are created on the internet all the ti...

Data back-up animation
Business IQ
Business IQ
Quick 5: Data back-ups explained

For all businesses, failing to back-up data can have drastic consequences. Here are five back-up essentials you need to know about. Backing up your data may seem a mundane tas...