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.).

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.

"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, causing management to begin thinking about hiring additional support staff just to keep up.

Solution

Phonism's device management solution helped TeleVoIPs execute on their goal of providing unparalleled customer service. For customers not receiving onsite services, TeleVoIPs created a completely zero-touch onboarding process where phones are shipped from the distributor to the customer—all they need to do is plug them in. On their support team, Phonism eliminated the need for remote desktop sessions entirely.

Business Impact

Achievements:

• Quick training/onboarding process for employees (1-2 hours)
• Templates applied to mass amounts of phones
• Loaded custom configurations
• Ability to track firmware versions
• No need to physically touch or log into phones for configuration
• Mass updates with the same template
• Fast response to customer issues and changes

Operational Improvements: TeleVoIPs improved customer onboarding by enabling technicians to spend more time on onsite training and less time configuring devices, shortening overall installation time while improving their image with customers. When customers email support, TeleVoIPs can make changes within minutes, with phones receiving updates during their next polling period or immediately after reboot.

"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

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