Case Study

Home Furnishings Retailer

Founded in 1993, this client provides premium-quality, fully custom home furnishings in a matter of days. With 35 locations and more than 400 regional employees, their fully integrated, end-to-end business model allows them to provide a customer-focused experience that is designed to ensure high-quality products with premium customer service.

 

Overview

Improving the Customer Experience

 

The management team wanted to improve monitoring and support services, increase bandwidth across all locations, and add redundant connectivity to high-profile locations.

Additionally, they were looking for a managed/ hosted PBX solution for 100+ users, and a managed hosted call center solution – all while integrating enterprise applications into a next-generation contact center platform.

To add complexity to the project, all of these requirements needed to be accomplished while maintaining uptime and  audio quality for voice communications.

Details

Upgrading Existing Networks to a Next Generation, Converged Platform for Voice and Data 

Challenge

With their existing carrier agreement expiring, they were seeking better options that offered a uniform solution for support and billing, while covering their entire operation – including corporate headquarters, manufacturing facility, and retail locations.

To meet their growing needs and plan for future expansion, they wanted services that provided additional bandwidth, redundancy, and more robust phone services with mobility features across the whole enterprise.

In order to maintain their dedication to customer service, their call center needed to be integrated with a multi-channel contact center platform for their 35+ customer service agents – allowing for a more seamless and efficient operation.

Solution

iSymplify worked with the IT team to select a provider of Hosted IP Voice and Data services that provided 24x7x365 monitoring and support.  By outsourcing much of the infrastructure required to support these initiatives, they could remain current on technologies while keeping IT infrastructure to a minimum.

The solution chosen addressed redundancy, reliability, and quality of service issues with a robust SD-WAN offering – resulting in an improvement of services overall.  

 

Testimonial

“iSymplify worked arm in arm with us throughout the entire process from design to vendor selection to turn-up. They were especially helpful during the implementation phase to drive delivery on time and accurately. They proactively managed the implementation process and communications, which ultimately helped drove a successful install. We can always count on iSymplify to pick up the ball and drive resolution.”

Get In Touch

8 + 3 =

888.444.4150

2270 Bluestone Dr.
St Charles, MO 63303

888.444.4150

2270 Bluestone Dr.
St Charles, MO 63303