CASE STUDY
+ RETAIL SERVICES
THE MADISON PARK GROUP
+
CUSTOMER PROFILE
A specialty greeting card and gift
product distributor based in Seattle, WA
+
BUSINESS OBJECTIVES
Implement a cost-effective solution to
replace a legacy PBX and integrate voice
and data services for improved functionality
+
INTEGRA SOLUTION
Hosted Voice Service
+
BUSINESS OUTCOME
Improved call quality, expanded call
features, and reduced strain on company
IT resources
“Our communications service went
from being a daily headache to
something we never have to worry
about. It just works.”
Tracy Armer
Systems Manager, The Madison Park Group
HOSTED VOICE SERVICE
PROVIDES VALUE
AND RELIABILITY
Business Challenge
The Madison Park Group of Seattle, WA manufactures, markets, and
distributes specialty stationery and gift products representing 12 unique
brands across the United States. With toll-free lines for each of the brands,
their customer service group relies heavily on flexible voice services to
conduct business effectively. Issues with call routing and voice quality
caused confusion for customers and impacted the productivity of the
customer service group. An aging PBX near the end of its product life and
service issues with an incumbent provider compounded their issues.
With a planned move to a new location, Systems Manager Tracy Armer
needed a better solution with improved capabilities and more control over
costs. Understanding the risks of the move schedule and the importance of
uninterrupted communication during the transition, he developed a tight
set of requirements. To ensure responsiveness and flexibility, Armer knew
he needed a communications service partner with a reliable network of their
own. But many of the providers he initially evaluated were simply vendors
combining services from multiple sources. “We wanted to deal with
someone who owned their network,” stated Armer.
Approach
Integra was on Armer’s short list of service providers that fit the
requirements. The Integra team met with Armer to understand his needs
and quickly recognized that Integra’s Hosted Voice Service was the right
solution. With premium features and capabilities based on the latest
technology, Integra’s Hosted Voice Service offered the Madison Park Group
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a fully managed service without capital expense. This cost-effective solution,
combined with the expertise and responsiveness of the Integra team,
convinced Armer to choose Integra. He trusted Integra as the right partner
to transition the company to new services on-time and in parallel with the
company’s move.
To ensure a smooth installation, Integra was consistently on-site, attended
regular company meetings and proactively addressed potential issues
prior to cutover. Move, installation, training and service turn-up were all
completed successfully with no disruption to operations. Armer credits
the professionalism and attentiveness of the Integra team for the
seamless transition, “Everybody with Integra knew their stuff and had
can-do attitudes.”
Results
The Madison Park Group now enjoys its new facilities with the benefits of
Integra’s Hosted Voice Service. “Phone calls no longer cut in and out; voice
quality is consistently good. We now have 100% uptime with both voice and
data,” states Armer.
The customer service group has realized process efficiencies with improved
call routing technology, allowing customer calls to reach the appropriate
brand representative without delays. Additionally, Armer notes that the
Hosted Voice CommPortal application has been a big time saver for the
group. The intuitive web-based interface allows each user to easily configure
various services without having to make a service request which increases
the productivity for users and reduces the need for IT resources to support
the group.
Hosted Voice Service has contributed to improvements throughout the
company. The Madison Park Group can provide customers with better call
service and run their operations more efficiently. The change is best
summarized by Armer, “Communications service went from being a daily
headache to something we never have to worry about. It just works.”
The Madison Park Group needed a communications service partner to
deliver a smooth transition and support their new business requirements
during a time of change. Integra stepped in with a flexible solution that
worked as needed from day one. “Knowing that Integra would be on site
really gave us peace of mind,” said Armer.
“Knowing that Integra would be on
site really gave us peace of mind.”
Tracy Armer
Systems Manager, The Madison Park Group
CUSTOMER BENEFITS
+
No on-site PBX equipment to maintain
+
Enhanced call routing
+
Secure, dedicated point-to-point
connectivity between sites
+
More responsive customer service
ABOUT INTEGRA
Integra is one of the largest facilities-based providers
of communication and networking services in the
western United States. We connect businesses of all
sizes with advanced technology solutions in 35
metropolitan markets. Integra owns and operates an
enterprise-class network consisting of a 5,000-mile
long-haul fiber-optic network, 3,000–miles of
metropolitan fiber and a nationwide IP/MPLS network.
CONTACT US (877) 953-7747
COL-11-01:06/06/13
Technology you trust. People you know.
www.integratelecom.com