Case Study - Mackay selects SoftControl VoIP for market expansion

Client & project background


With a proud history of nearly 90 years, Mackay Consolidated Industries is a major supplier of a diverse range of engineered rubber and bonded metal/rubber composite products for the automotive, defense, transport, construction and industrial markets.

Headquartered in Victoria, the Australian-owned company also has offices in New South Wales Queensland, Western Australia, the USA and Singapore. Mackay recently expanded its manufacturing operation to Amata City Industrial Estate in Rayong, Thailand.

To reduce investment risk and take advantage of a range of business incentives and support services, Mackay applied for Thailand Board of Investment (BOI) approval.

To enjoy fully functional phone services, even before being handed the keys to the new factory & office facilities and without investment in telephone infrastructure, and to satisfy BOI criteria, Mackay’s General Manager contacted SoftControl to clarify the possibilities for VoIP telephony.

Client requirements

During the preparation for opening the new manufacturing facility, Mackay’s General Manager and colleagues required a fully functional phone system including

  • a local Thai number
  • handsets
  • standard calling features
  • a level of mobility for the phones, connectivity and registered business phone number (due to the team staying at hotels in the months prior to the opening of the factory and office facilities)

However, there was a dilemma: one of the criteria for BOI approval is the existence of a registered local phone number, which in turn is only possible with a registered physical company premises in place. As Mackay had not yet completed this process, advancing the BOI process proved to be a challenge.

SoftControl clarified for Mackay that SoftControl’s Telephony-Software-as-a-Service (TSaaS) would allow the company to register a local DID number without the need for a registered business location.

Another wish for the General Manager was for an easy, direct and high-quality phone connection between the Australian headquarter and the Thailand location.

Even after facilities eventually opened, Mackay envisioned a solution that would not require further significant capital & infrastructure investments. Yet, the system should be easily scalable for future expansion - locally and into other markets and locations.

And finally, Mackay required someone to set up & connect all IT infrastructure and provide network support and maintenance for their manufacturing site.

How the project was delivered

Mackay decided for a SoftControl VoIP Telephony-Software-as-a-Service (TSaaS). In addition, the company commissioned SoftControl to set up all IT infrastructure and provide ongoing network support and maintenance for their Amata City manufacturing site.

Initially SoftControl set up PCs, laptops and servers for 6 users, and optimized the network for VoIP standards.

SoftControl then

  • set up the enterprise ‘telephony-software-as-a-service’ (TSaaS) to be hosted on a server in SoftControl’s secure Bangkok data centre
  • set up 1 DID number, initially with one extension and later added 11 others (10 for the Amata City site and 1 for the Australian HQ)
  • configured and delivered 10 handsets to the Amata City site and 1 handset to Australian HQ
  • connected the phones for live dial tone status
  • designed the internal voice response (IVR) for Mackay
  • provided training of the new handsets and TSaaS administration- and user features to Mackay staff

Outcomes and benefits

Mackay now enjoys on a fully functional state-of-the-art VoiP system. To this date there have been no disruptions or other problems. The company now enjoys the following outcomes and business benefits:

  • Ability to apply for BOI status with a local Thai number, even having opened the physical business premises or having a registered phone number
  • The GM was able to use a fully functional phone system even from his hotel room, months before the factory premises were commissioned
  • Only negligible set-up and maintenance costs compared to a traditional analog system
  • Free calls between extensions and between the Thailand and Australian office
  • Reduced long-distance phone call costs (e.g. all calls in Thailand are THB .75 per minute)
  • Maximum of 5 concurrent calls with the freedom to enable more when required
  • Only one central contact list to be managed
  • Easy passing of calls to the right people or voicemail, even when they are away from the office
  • High call quality-of-service (QoS)
  • Powerful VoIP features for call management
  • Ability to quickly & affordably scale up when new offices or facilities are opened and new users are added
  • With the Australian operation to adopt VoIP in the near future, Mackay now have the option to have SoftControl provide all VoIP services to both the Thailand and the Australian offices, or alternatively to have SoftControl connect the Thai phone system to one provided in Australia by an alternative provider
  • Better quality local IT network through VoIP-necessitated network upgrade & optimization
  • SoftControl TSaaS hosting ensures that problems are identified and resolved before they affect users or callers
  • Improved business continuity because incoming phone calls can automatically be re-routed to mobile phones if the internet ever goes down
  • Excellent adoption of the new system by staff and increased user phone user satisfaction
  • Reportedly increased customer engagement because of quicker responses and improved communication