The ChoiceTel Difference:
A Case Study -Nonprofit/Government

By Aaron Smith

Published September 1, 2020

About

A nonprofit operating in conjunction with city government to provide unemployment services and wrap around services. Reporting directly to the mayor’s office, this organization helps the city manage and create better services to help residents. With over 400 user and 8 locations, they have a dispersed presence throughout their geographic area.

Problem

They needed help designing and implementing a contact center for the first time. In addition, they were looking to replace their current phone system due to lack of support, inability to make changes themselves, lack of features, and overall end user experience.

Resolution

ChoiceTel helped the client pick a vendor, design a solution, implement the solution, and manage the vendor chosen. Throughout the CCaaS process, ChoiceTel helped to ensure that the client hit significant milestones in a timely manner, received the discounted pricing, and worked with end users on adoption. After deployment, ChoiceTel stayed involved to help with billing request and support issue escalations with the vendor – so that the customer could stay focused on their business.

For their UCaaS system, ChoiceTel helped advise on: 1) RFP requirements, 2) questions to highlight difference between vendors, 3) infrastructure differences between vendors and, 4) equal pricing comparisons (as each vendors differs in their model). As with the CCaaS project, ChoiceTel assisted with implementation management, end user adoption support, ongoing escalation management, and technical call flow and configuration advice.

Value Proposition

ChoiceTel is here to help our clients with whatever needs they have – an example here is CCaaS and UCaaS, but it doesn’t stop there. This nonprofit had an urgent need for an internet circuit – as their current provider wasn’t going to be able to meet a critical move in deadline for a new building. ChoiceTel helped procure a secondary internet circuit that installed within a week of the request, allowing them to continue moving into the new building on time.

We approach every project with a consultative approach, educating your team on industry best practices, end user adoption strategies, and overall management – so that you and your team don’t have to worry.

This is just the start of how we support our clients and their organization’s needs. Contact ChoiceTel today to learn how we can mold around your unique needs.