With just 63 employees serving a customer base from its headquarters in Richmond, Va., and remote sites in Atlanta, Baltimore, Charlotte, Memphis and Tampa, InSource Software Solutions (ISS) staff must cover a lot of terrain in terms of sales, technical support, customer care and administration. According to Dunn Dillard, ISS’s executive vice president and chief financial officer, managing staff and customers remotely was a cumbersome and expensive proposition that the company needed to address.
“In the past, one of our biggest challenges revolved around coordinating communications between locations and with our customers,” notes Dillard. “The previous communications system we used hampered our efficiency due to a number of limitations. We did not have the ability to transfer calls between our offices, and its lack of a robust contact center solution inhibited our ability to serve customers. We knew that we needed to find a communications solution that would allow us to run our business more effectively, serve our customers more completely and project a more professional appearance.”
Most small and midsize companies have learned that superior customer service and speed to market are the hallmarks of success. The ability to anticipate and address customer needs — as well as offer more personalized and customized service — helps smaller businesses differentiate themselves and gain a foothold in a highly competitive marketplace.
For ISS, this paradigm is especially true. A provider of manufacturing automation software and the exclusive distributor of Wonderware software for the southeastern United States, ISS has earned a reputation among its customers for being reliable, fast, thorough, cost-efficient and, above all, nimble.
When performing its due diligence in identifying a new communications solution, ISS examined a variety of voice-over-IP (VoIP) communications systems and vendors. The company eventually elected to deploy Mitel’s IP communications solution, using five Inter-Tel 5000 CS-5200 platforms networked together as…