Problem:
Company provides computer support to Small Businesses. Their
one hour response time support to clients meant they needed a disaster
proof system. No longer happy with Centrex, felt services were too limited
and wanted new functionality to support their clientele 24x7 |
 |
| Main offices had trialed IP/PBXs but was concerned about total cost
of ownership due to network and PC maintenance |
|
| Customer use to four digit dialing between three offices within the
LATA |
|
| IP PBX did not offer true Disaster Recovery only back up using more
hardware |
|
| MAC’s were difficult to order and orders took hours and/or days to
complete |
|
| ACD functionality was investigated but abandoned due to high capital
expense |
|
| Solution: |
| Hosted Service allowed users to continue using four digit dialing between
locations and provided new features to support mobile workers without having
to buy, learn and manage new premise based systems |
|
| Four digit dialing between branches eliminated costs local calls
with IP PBX |
|
| Call Logs helped support engineers return calls proactively if they
did not leave a message |
|
| MAC’s were performed instantly by Office Manager from any Internet
location |
|
| In an outage situation, customer could re-route incoming calls to a
remote office from any Internet location |
|
| Call Center allowed incoming service calls to be routed evenly between
support engineers |
