Client
A leading service provider delivering mechanical, electrical, and plumbing systems for building systems nationally. After 10 years of M&A acquiring smaller regional companies, the client consists of 33 operating companies in over 170 locations nationwide.
Challenge
Their rapid growth resulted in disparate phone and contact center solutions encompassing both premises and cloud-based platforms. SMS was heavily used by field technicians for customer scheduling, directions and coordination and 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 and 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 full strategic overview with the client, they decided they were not ready for AI and wanted to 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, which provided visibility and control to the central IT team and allowed for aggressive volume pricing to reduce costs further. The single tenant was a great fit for the company for most Microsoft applications and for security, but the individual regional companies didn’t want access to each other’s contact center information so a single tenant contact center would not have been a fit.
Fusion Connect was able to customize and create 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 to the other regions’ contact center activity. Fusion Connect put the SMS platform in Teams as well as Call Center to support and track customer communication from across the organization. They rolled out one business unit as proof of concept; it turned up in under 30 days, and since many employees were already using Teams for chat functionality, the adoption was easy. Thanks to the flexibility of the Fusion Connect team, they were able to take advantage of the bulk pricing and move the rest of the business units over as they came up for renewal- averaging one a month. 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 checked 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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