Lovisa Holdings Limited (“Lovisa”) is an ASX-listed global specialist fast fashion jewellery retailer. Growing quickly since it launched its first store in April 2010, Lovisa currently has more than 870 stores in 42 countries. The company’s mission is to bring brilliantly affordable, on-trend jewellery to the world, whilst delighting its customers with its commitment to continually improving the Lovisa experience.
To support its global footprint, Lovisa operates a 24/7 Level 1 IT service desk in South Africa, and IT support centres to ‘follow the sun’ in Australia, China, Europe and the United States.
However, Lovisa’s rapid growth was putting a lot of strain on its IT systems and support services, particularly its telephony environment.
Lovisa had rolled out a managed private cloud VoIP solution across its global SD-WAN that met its budgetary requirements, but the solution was causing both reliability and security concerns. As a result, customer and IT support desk calls were frequently dropping out or not being connected, and most of Lovisa’s stores and staff were resorting to WhatsApp or email to communicate both internally and externally.
After attempting to remediate the telephony environment over several months, Lovisa made the decision to replace it completely.
Lovisa had a very specific set of requirements for the replacement telephony solution. It had to be secure, reliable, cloud-based, and capable of being deployed quickly to stores worldwide. It also had to provide call queuing, reporting and management functionality to support both Lovisa’s 24/7 service desk plus a new customer service centre it was setting up.
After undertaking a review of the market, Lovisa found that RingCentral’s RingEX cloud-based unified communications platform was the ideal solution to meet its complex operational and functional criteria.