The Challenge: Replacing an awkward legacy system
Great customer service is one of the guiding principles that have made VNE and its parent company a success, and a reliable business communications system is the conduit to achieving this goal. Previously, VNE was using a hybrid AT&T solution that was part on-premises PBX, part cloud-based. However, the system was exceptionally difficult to manage. For example, moving users to a new location—even to a different desk in the same office—took nearly half a day to configure. In addition, the team used third-party software for reporting, but found that it was often glitchy and inaccurate.
When Rick Kaltenberg joined as Network Manager for VNE, he began looking at moving the company to a cloud-based solution. “Coming into this company, I couldn’t go with a hybrid solution like that,” says Kaltenberg, “It was just awkward. I wanted to go with something I trusted.” He was familiar with unified communications as a service (UCaaS) solutions and had used 8x8 at his previous company. He felt that it would be a good solution for VNE’s needs, so he recommended migrating over to 8x8 Work.
The Solution: Increased flexibility and efficiency across the business
Migrating to 8x8 went very smoothly, and Kaltenberg was able to do all the setup himself. “Everything was simple and straightforward,” he recalls. VNE’s implementation included overhead paging on the manufacturing and warehouse floors, making it easier to contact busy staff in those areas.
Using 8x8 was equally simple and straightforward for the company. Many people prefer using the 8x8 Work app on their mobile devices, especially those who work remotely. Usually, they take advantage of the ability to flip calls between their computer and phones. “Many people jump around,” says Kaltenberg, “especially when taking calls while traveling or driving to work. I regularly have calls forwarded to my phone when I’m on the manufacturing floor, so people can always reach me. It works great.”
VNE staff also communicate in other ways on 8x8, such as video conferencing. In particular, Kaltenberg appreciates how easy it is to block unwanted calls using the platform’s Caller ID, call blocking, and Do Not Disturb features. He says, “Being in IT, I get so many sales calls, and some just keep calling. 8x8 helps me manage those calls better.”
8x8 Frontdesk
When 8x8 Frontdesk became available, Kaltenberg knew it would help improve VNE’s reception operations. Frontdesk provided a tailored experience that could help their front office team handle calls more efficiently. Previously, whenever VNE’s receptionist stepped away from their desk, someone would have to physically sit at that desk to answer calls. Now, the receptionist can simply click a button to switch calls over to a call queue that enables any of three backup team members to answer calls from their own desk or even a remote location.
Kaltenberg sums it up: “The seamless integration between 8x8 Frontdesk and 8x8 Work gives our receptionist a much better experience. Also, our backup staff can answer incoming calls from the same interface that they normally use in their own work.”
Great customer service is one of the guiding principles that have made VNE and its parent company a success.
The Benefits: Greater ease, reliability, and efficiency
For Kaltenberg and the staff at VNE, 8x8 has been a welcome upgrade. “8x8 is so easy to use,” says Kaltenberg, “and it’s reliable. Now that he’s free of the headaches of on-premises PBX maintenance, Kaltenberg has more time in his day. He can also manage the system wherever he may be. “I don’t work from the office every day, so I can access 8x8’s administration console quickly and easily from anywhere and make any necessary changes. It’s as simple as that.” Setting up a new user takes less than 10 minutes, and users can move location without any IT involvement at all.
VNE’s staff have also improved productivity and efficiency. With integrated communications on their computers and phones, they can easily pick up calls or start a video meeting in a smoother, faster workflow.
Reception operations in particular have improved significantly. 8x8 Frontdesk and call queues enable VNE’s reception team to easily handle overflow calls, which means customers spend less time waiting to talk with someone. With one integrated interface, staff can spend more time on customer needs and less time managing the system. Says Kaltenberg, “8x8 is like night and day from our previous system.”
