Apifonica enables Nova Post’s European expansion with unified telephony solutions
Nova Post, a fast-growing logistics and delivery provider, is scaling across Europe by opening offices in multiple countries. Lacking existing telephony infrastructure in these new markets, the company needed a seamless, scalable communication solution to support all its call centers and ensure smooth customer experiences.
But traditional telecom solutions with multiple providers and contracts would be costly and complex to manage, and the service would vary in quality and standard. The perfect solution seemed to be looking for a provider who would ensure single-point stable phone service across various countries. This is where the cooperation with Apifonica came into play, among other telco providers of Nova Post.
Solution
Apifonica partnered with Nova Post to implement a unified SIP trunk solution, facilitating seamless inbound and outbound calling across multiple countries. This solution allowed Nova Post to establish telephony services in 12 European markets without requiring local telecom contracts. Local virtual phone numbers were assigned to each country, ensuring a localized presence, while a centralized SIP trunk provided a single connection point for routing voice traffic to Nova Post’s global call center.
The quick deployment enabled provisioning of numbers in under 48 hours for new markets. High-definition call quality was standardized, and unified billing simplified operations with a single invoice for all European activities.
Results
Nova Post’s partnership with Apifonica revolutionized its operations, enabling rapid expansion, cost savings, and improved customer experiences across multiple markets. The total traffic within the network amounts to 50,000+ minutes per month. By leveraging cutting-edge telephony solutions, the company streamlined processes, enhanced scalability, and positioned itself for future growth. Below you will find an overview of the project’s implications for the Nova Post’s business.
Market expansion
Nova Post achieved rapid market growth by launching telephony services in 12 European countries. The deployment time was reduced, transforming a weeks-long process into one that could be completed in days. Throughout the expansion there was no downtime, which ensured smooth integration without disrupting existing services.
Cost efficiency
By partnering with Apifonica, Nova Post reduced telephony costs compared to working with local providers individually. The company also eliminated the complexity of negotiating local telecom contracts in each country, saving time and legal overhead. With a unified billing system, also the administrative costs were cut, allowing finance teams to focus on strategic tasks.
Operations
Nova Post’s operations reached new heights with 99.99% network uptime, ensuring uninterrupted customer support across all markets. Call routing was optimized to direct inquiries to the most appropriate call center based on location and availability, cutting response times. Centralized management and efficient call distribution also boosted call handling efficiency.
Customer experience
Customers, in turn, enjoyed increased satisfaction due to faster response times and the reassurance of a local presence in their respective countries. Localized caller experiences, including local phone numbers, fostered greater trust and engagement. Intelligent routing and failover mechanisms reduced missed calls, further enhancing the customer journey.
Scalability
Apifonica’s scalable SIP trunk solution positioned Nova Post for continued growth, enabling seamless entry into new markets with minimal effort. New offices can now be integrated into the system within 48 hours, ensuring fast and efficient expansion. The solution is also ready for multi-channel communication, including SMS, paving the way for future enhancements.
Conclusion
By partnering with Apifonica, Nova Post successfully scaled its operations across Europe without the burden of complex telecom management. The unified telephony solution provided a cost-effective, scalable, and high-quality communication infrastructure, enabling the company to maintain seamless operations across all markets. This partnership allowed for fast and reliable expansion into new markets with zero downtime, delivering significant cost savings through consolidation and simplified billing. Customer engagement improved with localized phone numbers and seamless call routing, while operational efficiency was enhanced through centralized call management across all countries.
As Nova Post continues to expand its presence across Europe and beyond, Apifonica remains a key telecom partner, supporting their growth plans. Future developments may include the integration of SMS and automation to further enhance customer interactions. This case study highlights Apifonica’s crucial role in enabling Nova Post’s rapid international expansion while providing a reliable and scalable business telephony solution tailored to their needs.
About the client
Nova Post Europe offers comprehensive logistics services for individuals and businesses across Europe and between the EU and Ukraine. With offices in 16 European countries and a network of 87000+ service points, including 126 branches Nova Post, the company ensures reliable delivery and extensive customer reach. Committed to social responsibility, Nova Post supports humanitarian efforts and entrepreneurship, while contributing significantly to the economy.