Customer Case Studies
Americo Manufacturing Customer Support Center
INDUSTRY
MANUFACTURING
CHALLENGE
Americo HQ for its global custmer support center in Georgia had out used its Cisco Call Manager phone system which was nearing the end of its lifecycle and it was going to be very expensive to replace with new on premise hardware and software. They also needed a cloud based phone system for redundancy and disaster recovery. Their call center also needed up to date call tracking and recording features and to be able to integrate into their future migration to HubSpot CRM Sales & Marketing Hub
SOLUTION & RESULT
SBC consulting and engineering staff worked with Americo IT department to help co-design the best SaaS cloud based solution and then vet out the top providers in their distributor provider network. The result was a new state of the art cloud based contact center solution with advanced analytics to help their customer support center operate more efficiently and provider the redundancy they needed to continue to work in case of a major power outage due to a storm.
Caduceus Occupational Medicine EMR
INDUSTRY
HEALTHCARE
CHALLENGE
Caduceus Occupational Medicine was paying increasing costs each month for Microsoft Azure public cloud services for their EMR and other servers that they were trying to manage inhouse. The managing doctors and board of directors were not happy with the ongoing overspend. Upon meeting with us they decided to engage with SBC engineering services to help them right size their server infrastructure and data storage. They were also overpaying with GoDaddy for their Microsoft 365 subscriptions and were having trouble upgrading to use the new Entra Active Directory.
SOLUTION & RESULT
SBC consulting and engineering staff worked with Caduceus IT department to help design the best solution. An assessment was done of their current Azure environment, and it was discovered that they could save alot of money by using reserved instances subscriptions. After conducting a long vetting process with SBC’s preferred providers , the decision was made to move to 11:11 Systems - a top managed infrastructure solutions provider. The solution was assisted by their app dev team in India and the complete solution included VMWare servers, Carbonite data replication, Managed FortiGate SASE firewall and IP Sec VPN security. The result was a cost savings of $250K over the 3 year contract. The Microsoft 365 services were moved to Rapidscale, a top managed service provider and they cut their monthly cost by 50%.
PeachBPO Accounting
INDUSTRY
FINANCIAL
CHALLENGE
PeachBPO was a growing startup based in Atlanta when they met with SBC in 2021. They were growing rapidly but were in desperate need of a better unified communications platform that could support their growth and offshore customer support call center. They needed a scalable solution that could also integrate with their Zoho CRM and other integrations.
SOLUTION & RESULT
SBC consulting and engineering staff did an assessment of their needs with the owner and manager of the customer support center. Then SBC setup multiple conference calls with selected preferred cloud contact center providers along with the owner for the vetting process to determine who was the best fit. The owner decided to go with Vonage Unified Communications platform as it has a vast marketplace for API plugins for integrations. The result was a very affordable and scalable platform that supported many social media communication apps they needed such as WhatsApp, text messaging, Facebook messenger and more.
Preferred Apt CommunitiesPro Services Project
INDUSTRY
REIT APARTMENT COMMUNITIES
CHALLENGE
During a meeting with the Director of IT, it was revealed that the company had a security risk assessment for PCI compliance and it was determined that they needed to perform a network security upgrade for all of their 50 apartment communities throughout the US. They had just purchased new Fortinet firewalls but did not have any IT partner to install the equipment on-site at each location throughout multiple states and regions – not an easy task.
SOLUTION & RESULT
After several meetings to review the network security requirements the SBC project manager assisted the Director of IT with a schedule for the on-site nationwide network security upgrade project. The SBC engineering team proceeded to visit each apartment community leasing office to install the new FortiGate firewalls along with static IP addresses and replace some wireless AP’s. Then they created separate VLAN’s to secure the WiFI network for the leasing office from the guest public WiFi network. Duo MFA multi-factor authentication was also installed, and kiosk computer logins updated to avoid unknown user logins. Cost analysis and savings on internet provider services/voice and unified communications phone systems were provided upon request by some of the property managers. The end result was a project that met the customers timeline for implementation and came under their approved budget.
Ardd+Winter multi-service vendor mgmt
INDUSTRY
LIGHTING SOLUTIONS
CHALLENGE
Ardd + Winter is a Lighting Manufacturer Representative with about 100 employees across offices in 4 states. With a very busy schedule they rely on good IT partners to assist them with critical services such as their internet/voice and phone system especially when they suddenly acquire a new business in another state.
SOLUTION & RESULT
SBC works closely with the customers IT and finance departments to provide sales and support for their Comcast Business fiber internet service including helping to negotiate renewals and bandwidth utilization reports for upgrades. Like with many other customers SBC also helps provide IT administrative support for their GoTo Connect phone system as needed for no additional charge or monthly support contract. SBC also helps expedite to add additional phone numbers or services per customer request.
Farmer Signs Customer Support & Ecommerce
INDUSTRY
REAL ESTATE MARKETING SERVICES
CHALLENGE
Farmer Signs is one of the top real estate sign branding companies in the US. With a small dedicated staff they have to support sales order nationwide coming in 24 hours a day. Each order is customized per their client’s need. Due to a tragic event, their IT person was no longer available. They also had a recent security breach on their website and needed help to re-develop e-commerce site with a secure payment gateway for Quickbooks online.
SOLUTION & RESULT
A technical call was scheduled with the owner, office manager and SBC consulting team to obtain the necessary information to reconfigure the dial plan for their GoTo Connect phone system managed by SBC in order to manage the call flow traffic the best for their customer support team. SBC partnered with SellKlever, a preferred provider partner, to reconstruct a new ecommerce site with a secure payment gateway that integrated with their new Quickbooks online. The result was a much smoother and secure process for their 24 hour sales and support team.