Client
A leading service provider delivering national mechanical, electrical, and plumbing systems for building systems. After 10 years of acquiring smaller regional companies, the client environment emcompasses 33 operating companies in over 170 locations nationwide.
Challenge
A decade of rapid growth created disparate phone and contact center solutions encompassing premises and cloud-based platforms. Field technicians heavily used SMS for customer scheduling, directions, and coordination. The staff was using their personal cell phones, which did not provide visibility to the company when there were challenges. The client’s IT team was working to clean up the environment to standardize on a stable, reliable platform that could be rolled out easily to all locations, support all users, and continue to scale to accommodate future growth.
Solution
After a strategic market review with the client, they decided they were not ready for AI and wanted to start by standardize on Microsoft Teams Calling. This streamlined all communication channels onto a single platform and reduced licensing costs. They saw value in Operator Connect and wanted to leverage a single tenant for the larger organization, to provide visibility and control to the central IT team and allow for aggressive volume pricing to reduce costs further. The single-tenant solution was a great fit for the company for most Microsoft applications and for security. A challenge arose because the individual regional companies didn’t want access to each other’s contact center information which precluded a single-tenant contact center solution.
Fusion Connect customized and created individual contact centers with a centralized roll-up to the IT team. This allows all 55 operating companies to continue to operate independently without visibility of the other regions’ contact center activity. Fusion Connect incorporated SMS in Teams with the Call Center to support and track customer communication across the organization.
The proof of concept was rolled out to one business unit and was successfully deployed in under 30 days. Since many employees were already using Teams for chat functionality, user adoption was easy. Thanks to the flexibility of the Fusion Connect team, the client took advantage of the bulk pricing and moved the rest of the business units over as they came up for renewal. A full solution that included over 300 Operator Connect users and 12 contact center users was implemented on the client’s schedule.
Results
The solution met all the client requirements, offering a standardized, scalable solution, full Teams Operator Connect, and Contact Center integration to support individual companies’ data privacy while providing centralized management and SMS integration to support and track customer communication from anywhere in the organization.
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