GranQuartz

Introduction

GranQuartz is the largest supplier of tools and equipment to the stone fabrication and concrete, natural stone and terrazo, coatings removal, surface preparation and polishing industries. With locations throughout the U.S., GranQuartz employs over fifty outside sales and technical support professionals who are known for finding, developing, and distributing the most innovative and cost-effective tools.

Problem

GranQuartz had been using a newly installed hosted VOIP system for some time, but company officials quickly realized the system wasn’t going to provide adequate service in the long run. “The hosted system had no call center reporting capabilities, which was vital to our operations,” said Business Process & Technology Manager, Michael Hook. Additionally, system support wasn’t up to par with what was expected with that level of system. Michael contacted Cisco for recommendations and was referred to Adcap Network Systems. When Adcap and Cisco were compared to the competitors, the choice was clear.

Solution

Adcap Network Systems upgraded the GranQuartz network and installed CallManager 6.0, Unity Connection, and IPCC. The centralized system tied together the headquarters in Tucker, Georgia with six branch offices (Elberton, GA, Florida, Denver, Houston, Chicago, and Phoenix).

“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

GranQuartz 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.”

GranQuartz hired Adcap 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.”