Case Study

With a new 3CX VolP phone system, communication has been transformed for one of Australia’s leading meat

Modernising Communication with 3CX VoIP.

Challenge

Prime River’s existing phone system was struggling to keep up with the organisation’s growth and evolving needs. Staff frequently experienced poor call quality, missed calls and calls being routed incorrectly, which disrupted workflows and impacted customer service. The system lacked flexibility to support hybrid work, making it difficult for remote staff to stay fully connected. Additionally, there was limited visibility into call activity, creating challenges for monitoring performance, managing workloads and maintaining consistent communication with clients. Prime River needed a modern, scalable phone system that could improve productivity, support hybrid work practices and enhance the overall customer experience.

Solution

9X5 Consulting partnered with Prime River to implement a tailored 3CX VoIP phone system. The deployment was carefully planned and executed to minimise disruption to daily operations. Key features included voicemail-to-email, call forwarding, intuitive call handling and seamless connectivity for both office-based and remote staff. Beyond the technical deployment, 9X5 Consulting worked closely with Prime River to optimise their voice strategy, ensuring the system aligned with operational requirements and supported future growth.

Impact

The new 3CX VoIP system has transformed communications at Prime River. Staff can now handle calls efficiently, whether in the office or remotely, reducing missed communications and improving workflow. Hybrid work is fully supported and the organisation enjoys reliable, high-quality calls with improved call routing and management. Overall, the solution has modernised Prime River’s telephony environment, enhanced the customer experience and provided a scalable platform for ongoing growth. Prime River is extremely satisfied with the outcome and would confidently recommend 9X5 Consulting and the 3CX solution to any organisation looking to upgrade their communications infrastructure.

Client Overview

Prime River is a leading Australian supplier of premium-quality meat, known for its consistent products and reliable service. With extensive experience in the meat industry, the company works closely with a range of clients, including butchers, restaurants, clubs, independent grocers and individual customers. Prime River focuses on maintaining high standards across every part of its operation, from sourcing and traceability to delivery and customer service.