Customer Success Spotlight
Benefit Harbor moves to the cloud by hiring comms techies
Benefit Harbor’s call center was struggling to meet demand
Benefit Harbor, an HR-focused software company, was growing in popularity among companies transitioning their benefits management from paper to digital. However, call center work often slowed or shut down due to a problematic phone-only on-premise call center system.
Existing communications system: On-premise PBX call center
“The Nextiva Professional Service team was doing the work that needed to be done, and I didn’t have to babysit — the team took care of everything.”
Jennifer Strand, Call Center Director
The problem: Call Center productivity was hit hard by clunky on-premise system requiring a dev to administer
Every time Jennifer Strand, Call Center Director, needed to add or remove staff or update a setting, she had to submit a ticket to her call center system provider. Not only did her tickets often take up to a week to be acknowledged, but when the work was completed, it was sloppy or didn’t deliver on the ask.
Strand was struggling with the call center’s productivity due to:
- Legacy communications system that was impossible to administer in-house
- No self-serve options for pulling reports, creating a new profile, or updating agent’s role
- Slow, sloppy response to admin requests
- No ability to record calls on softphone or mobile devices
- Regularly dropped calls
She didn’t have the technical expertise needed for a cloud transition and faced additional challenges:
She didn’t have the technical expertise needed for a cloud transition and faced additional challenges:
- Limited familiarity with how to outfit the project for specific requirements
- No advanced tech staff to help with implementation
- No bandwidth to project manage the details
- Couldn’t sacrifice call center uptime during transition
The solution: Strand found a team of comms experts to handle the transition from start to finish
Nextiva provided an experienced team of on-site Professional Services experts to handle full project management, implementation, and training. Strand chose Nextiva because “Nextiva was willing to deliver what we needed. We had a lot of asks that maybe were outside of the box. I was very appreciative of the Professional Services Team being able to jump in from the get-go.”
In dealing with thousands of customers around the country, Veterans cannot afford to deliver a poor experience. Downtime or outages can mean the difference between their veterans receiving the aid they need and total isolation. To that end, the Veterans leadership team recognizes the value of Nextiva’s reliability and uptime to keep their operations humming at all times.
Nextiva’s Professional Service package included:
- Advanced Professional Services team including an onshore UCaaS Enterprise Project Manager and Technical Account Manager to work with their implementation teams.
- Professional Consultation call flow sessions focusing on optimization and enhancements via Nextiva and Five9.
- Joint implementation between Nextiva and Five9 Professional Services teams to minimize downtime.
- Integration of Work Force Optimization and Work Force Management to increase productivity and revenue.
Nextiva helped Strand come through for the CTO and her team
Despite not having the expertise in-house, Strand was able to transition her on-premise call center to a cloud contact center with the help of a pro team that checked all the boxes for her CTO.
Her favorite part:
The Nextiva Professional Service team was doing the work that needed to be done, and I didn’t have to babysit — the team took care of everything.
Jennifer Strand
Call Center Director
Strand chose the right team to make a smooth transition from a cumbersome, spotty on-premise call center to a reliable multi-channel cloud contact center that let her make everyday updates quickly and allowed her staff to do their best work.
We had a lot of asks that maybe were outside of the box. I was very appreciative of the Professional Services Team being able to jump in from the get-go.
Jennifer Strand
Call Center Director
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