Cutting communications costs 35%, then growing sales 20% in 90 days
A national residential elevator installer had outgrown its legacy phone system. The savings from modern communications funded a new contact center, and sales rose 20% within 90 days of launch.
A growing customer base deserves the same great experience on every call, whether your team is in the office or on a job site.
Our client is a national residential elevator installation company serving homeowners across the United States. With a growing customer base and an expanding service footprint, it needed modern, scalable communications for both internal teams and customers.
The challenges
Legacy phone system
The existing system limited flexibility, scalability and remote work.
Inconsistent customer inquiry handling
Inquiries were handled unevenly, leading to uneven support experiences.
No centralized communication tools
A geographically distributed workforce had no shared platform to stay connected.
Limited field mobility
Field technicians and sales teams had few mobility options, hurting responsiveness and productivity.
What we did
Our advisors guided a complete communications transformation.
Unified communications platform
Replaced the outdated phone system with a cloud-based platform for voice, video, messaging and collaboration in one place.
Contact center solution
A modern contact center with call routing, reporting and performance analytics to streamline customer support.
Cellular mobility program
Reliable mobile connectivity for employees, so field and office teams communicate seamlessly.
What changed
- Faster response times and more efficient call handling for customers
- Higher productivity with integrated tools accessible from anywhere
- Better customer conversations: the contact center dashboard gives agents playbooks and product information
- Real-time contact center analytics led to impactful changes in sales and support
- Greater flexibility for remote work and on-the-go communication
- Installers often lose or break phones; the mobility program enables rapid device replacement anywhere in the country
We reduced unified communications and cellular mobility costs by 35%, freeing capital to launch a new contact center. Sales rose 20% within 90 days, and the client has since added AI features to its phone system and contact center.
What could a 20% sales lift do for you?
Let’s see how modern communications and a smarter contact center can fund themselves, and grow revenue.
