Since its formation in 2000
Whole-of-Business Converged Communications Solutions
Our solutions range from mobile fleet management to cloud-delivered unified communications involving processes, services, hardware and software through to
Comprehensive and Best-in-Class Technologies
Unmatched Customer Satisfaction
Operating at 16 Aquatic Drive Frenches Forest, the imei Service Centre is the warehouse, logistics and distribution centre for mobile and unified communications products, as well as a service and repair centre for mobile devices.
The imei Service Centre has over 300 sqm of floor space, split across two levels: day-to-day logistics and operations are managed on the ground floor while the second floor is being used as a storage space and additional office space.
The Service Centre has been designed to stage, process and ship up to 500 devices per day – an important surge capability to enable imei to support mass deployments in a short time with our enterprise customers.
The Service Centre has been designed to meet Apple Service Centre requirements as imei expects to establish an Apple accredited service centre in the near future to further expand repair and redeployment services for Apple devices.
The Service Centre works alongside our Customer Service and Service Delivery Managers to form Client Success – imei’s customer-centric focus that prioritises responsiveness, accuracy and customer satisfaction. We measure customer satisfaction on every interaction between our customers and our imei teams, and use the Net Promoter Score (NPS) as a key measure. imei's NPS has been around +80 for the past several years – a high customer satisfaction score that is industry leading. (you can read more about NPS here).
imei's experience, expertise and tools help understand the performance state of an organisation's ICT infrastructure: its communications systems, network performance, capacity and utilisation, and the organisation's readiness for future expansion and/or deploying new technologies
The performance of any ICT infrastructure depends on how it has efficiently been designed. imei has the technical skills and network design expertise to optimise architecture for the organisation's needs, leveraging existing assets and investments, and extending it with new technologies.
Designing the right infrastructure requires precise implementation; engaging with business stakeholders, understanding how each group operates, identifying unique operational needs, focusing on the outcomes and continuous communications, and many others. We understand that the success of any communications solution lies with the acceptance and overall satisfaction of the end user.
With close to 20 years’ experience in managing mobile fleets for enterprise customers, we have developed a lifecycle approach to mobility management. Imei’s mobility management suite is a proprietary architecture of processes, systems, software tools and customer service protocols that can cover mobile devices from acquisition through staging, deployment, management, security, support and end-of-life/redeployment.
We help safeguard personal and organisation information in an increasingly mobile and data-breach-prone world. Partnering with state-of-the-art mobile security technology vendors, we can provide information about the users and uses of your mobile device fleet, help manage and control unauthorised access to company information. We can also provide security tools and audit trails on data access to help prevent breaches, hacking and theft.
imei’ philosophy is about superior customer service as part of our lifecycle approach. We continually measure our customers’ satisfaction levels and drive our efforts to improve. We work in partnership with the business to achieve common goals.
Technical competencies in mobile operating systems: iOS, Android and legacy OS; mobile device management platforms such as Airwatch, Mobile Iron, Citrix and others.
Expertise in mobile security policy design, compliance and management – including user access, Active Directory integration, Mobile Threat Management (MTM) and Mobile Device Management (MDM) platforms.
Design, build, deployment, monitoring and servicing of communications systems - from on-premise comms server through to cloud-based ‘as-a-service’ communications.
120,000 devices under management; 8,500+ ServiceDesk cases p.a; 25,600+ ServiceDesk inbound calls; Sydney-based contact centre; Calls answered in less than 5 secs; Net promoter Score (NPS) +80.
Modern unified communications rely on fast, reliable networks.
Robust, cost-effective and secure mobile, voice and data services and commercial management that are agile allowing your business to operate at its peak.
Contact centre design and technology, including workflow, call recording, call-jacking, multi-channel communications management and comprehensive reporting tailored to your organisation needs.
Chief Executive Officer
General Manager - Delivery
Executive Director of Unified Comms
Head of Finance
Head of Professional Services
Head of Talent & Quality Control