TeleVoIPs Streamlined Phone Deployments and Support Interaction with Customers

Case study

TeleVoIPs Streamlined Phone Deployments and Support Interaction with Customers

TeleVoIPs aimed to enhance their onboarding by minimizing manual errors during provisioning and decreasing the time to value. They also sought to reduce support staff time on remote desktop sessions for simple tasks like name changes.

Company Description

TeleVoIPs is a provider of Hosted Voice (Phone Systems in the Cloud)and Onsite Telecommunications solutions, with a focus on creating solutions tailored to the customer’s needs. TeleVoIPs prides themselves on unparalleled customer service and support. This is critical to their business as this white-glove approach helps them to win over customers from the larger telecom providers (RingCentral, Vonage, etc..).

‍NUMBER OF PHONES: 5,000+

‍TELEPHONY PLATFORM: Asterisk

‍EMPLOYEES: 15

‍LOCATION: Brandon, FL

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The Challenge

TeleVoIPs wanted to improve their onboarding process by reducing manual errors during provisioning and shortening the time to value for their customers. They were also looking to reduce the time support staff spent on remote desktop sessions, particularly for simple tasks like name changes.The tooling in their PBX for onboarding and supporting phones was limited and left them resorting to a very labor intensive process. This simply doesn’t work when trying to manage thousands of phones, especially when trying to create highly customized solutions

"We didn’t have a standard template for setting up certain phone models so some things would often be missed when configuring manually. We would then have to make another onsite visit or do a remote session, which just adds additional cost & headache."
–SCOTT BAXLEY, COO

The processes in place were leading to a growing backlog of support tickets. Which was causing management to begin thinking about hiring additional support staff just to keep up.

"Before we would have needed to set up a time for a phone call and remote desktop session, then walk the client through finding the IP on one or multiple phones and finally log into those phones and make the changes.

Now, the client simply emails us the issue, we make the change, ask them to reboot the phone or the phone gets the updated configuration on its next check in. It is incredibly simple now."
–SCOTT BAXLEY, COO

ACHIEVEMENTS:

Quick training/onboarding process for employees (1-2 hrs)
Templates applied to a mass amount of phones
Loaded custom configurations
Ability to keep track of firmware versions
No need to physically touch or log into a phone to configure it
Mass updates with the same template
Fast response to the customers' issues and changes

The Solution

Phonism’s device management solution helped TeleVoIPs to further execute on their goal of providing unparalleled customer service.TeleVoIPs has been able to improve customer onboarding by enabling their technicians to spend more time doing onsite training and less time configuring devices. This has shortened the overall time per install, while improving their image in the eyes of the customer.

For customers not receiving onsite services, TeleVoIPs has been able to create a completely zero-touch onboarding process. The phones are shipped from the distributor to the customer, all they need to do is plug them in.On their support team, Phonism was able to completely eliminate the need for remote desktop sessions. Now, when the customer emails support, TeleVoIPs is able to make the change within minutes. The phone either receives its changes during its next polling period or the customer can reboot the phone for immediate updates.

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