Problem
As the largest supplier of tools and equipment to the stone fabrication and concrete, natural stone and terrazo, coatings removal, surface preparation and polishing industries, this company employs over fifty outside sales and technical support professionals and has nine locations in the U.S. and Canada.
The company had been using a newly installed Covad-hosted VOIP system, but company officials quickly realized the system wasn’t going to provide adequate service in the long run. “The Covad system had no call center reporting capabilities, which was vital to our operations,” said the company’s Business Process & Technology Manager. Additionally, system support wasn’t up to par with what was expected with that level of system. Cisco was contacted for recommendations and they referred Adcap Network Systems. When Adcap and Cisco were compared to the competitors, the choice was clear.
Solution
Adcap Network Systems upgraded the company network and installed CallManager 6.0 and Unity Connection. In addition to the headquarters in Tucker, Georgia, six remote locations were established (Elberton, GA, Florida, Denver, Houston, Chicago, and Phoenix) and an XMedius Fax Server was installed.
“We do a lot of sales over telephone, so it’s critical for our phones to work and that the customer experience is pleasant and consistent – even with the multiple office locations. Adcap made that happen.”
Results
Company officials understood the complexity of designing such a system. “Between the long distance service, Internet, VOIP trunking systems, installation and configuration and so forth, you usually end up dealing with five or more vendors.”
Adcap was hired mainly for their consulting capabilities. “Adcap helped us understand the components, how they work together, and how they affected each other down the line. At the end of the day, the system simply works great. Adcap really found ways to make it work in our environment.”
Last Updated: March 23rd, 2010 |
