35 sites, one phone system. Integrated with the ERP.
The challenge
A manufacturing multinational with 35 sites across Europe, Asia and the United States operated with disconnected local PBX systems. Each site had its own system, often legacy hardware, with no centralized call visibility. The custom ERP — the operational core — was completely disconnected from telephony: agents manually searched for customer data during calls, with high response times and no call history tracking.
The solution
We deployed 3CX in cloud-hosted mode on redundant infrastructure, with a unified DDI numbering plan across all 35 sites. We developed a custom connector between 3CX and the proprietary ERP: at the first ring, 3CX queries the ERP via API and presents the operator with the complete customer profile — open orders, purchase history, notes and ongoing cases. Every call is automatically logged in the ERP with duration, agent and notes. Custom routing rules ensure international calls always reach the right agent based on language, timezone and geographic area.
The results
Zero local PBX: 35 sites on one cloud platform
Customer profile available in <2 seconds from first ring
−38% phone costs (elimination of paid inter-site calls)
100% calls tracked in ERP, history always updated
Automatic failover: no interruption when a site fails
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