A Quality Connection is located in San Diego and has been a partner with us since July of 2009.
Tell us about your opportunity?
CBIP was the original parent company and began as a local client with us. They grew to become a nationwide client with 6 offices and many individual remote workers. About a year later, they needed to divide into three separate companies located in San Diego, Tampa, and Plano, Texas.
When looking for a new solution, they naturally came to us, and we provided options to choose from. FreedomVoice was the best fit for the flexibility and functionality that they needed, and we could still be their vendor and keep FreedomVoice as their service provider.
Carol: With the FreedomIQ system, we can assist customers with their needs after hours and in different time zones without needing to be on-site.
Mike: We were not only able to maintain the client, but we are now getting referrals from the client as far away as Florida. It’s broadening our horizon of where people are referring us and where we can provide service! With a traditional system, we couldn’t do that. FreedomVoice allows us to grow and change with our customers’ needs.
What set FreedomVoice apart from the on-premise solution?
First of all, it was the easiest of transitions. With CBIP, we were able to convert them from one system to three separate systems overnight. We worked with our dedicated customer support team, scheduled it ahead of time, and it was a seamless transition for the customer.
How does this benefit the customer?
Carol: With the ability to be proactive in the pre-programming, etc., this allowed the customer to continue their business as normal. The customer needs to be able to have trust in the service company they select. We are very involved with our customers’ needs. With FreedomVoice as the hosted provider, we have the trust we need to ensure success for our customers.
Mike: It was very simple with FreedomVoice to take the customer that was under one agreement and split them into three separate companies with three separate agreements.
Tell us more about your company, how many employees do you have?
Carol: We have five employees. Mike and I are the principles; our two sons are part of the business, as well as additional staff.
How long have you been in business? 23 years total.
What other services do you sell?
Mike: ISP solutions, voice & data wiring, traditional and VoIP phone systems. We know it’s not one product that fits all. We work with our customer to implement the best solution. Bottom line is they have to be happy. They are the ones that are going to give us referrals if they are satisfied with our service and products. We try to offer them a one stop shop from beginning to end.
Carol: We’ve learned over the years to do a lot more listening to our customers needs rather than assume what they need by just presenting a product. Learning what they need now as well as their anticipated growth becomes an education for us and getting a feel for where they are and what product they are best suited for.
Is there anything else you would like to include?
Carol: The willingness of FreedomVoice to listen to the partner is a key component. It’s never a “no it can’t be done.” It’s always, “How can we help?” In addition, Bob Harrison is beyond gold in my opinion. There’s never been a time of day or night when he is not available. The support staff is incredibly knowledgeable. We truly believe in great customer service. The fact they follow up with the customer is crucial. You guys are number one on that.
Mike: We appreciate the willingness of the FreedomVoice staff to work with the partner and the customer to implement change when required to meet the customer’s need. That is going to benefit all of us now and in the future.
Carol: We feel very fortunate to be a part of the FreedomVoice team, and we are very appreciative of this.
How did attending FVU benefit you?
Mike: It gave me a much better understanding of the network portion and exactly how critical that piece of the installation is. I also really enjoyed getting to meet many of the FreedomVoice staff.
Carol: I watched when Mike came back to the office after his training, and saw his excitement for what he was learning. Even with all of his years of experience, it was very beneficial for him to attend FVU!
What are your goals moving forward as a company?
Mike & Carol: We would like to continue our business development and education. It is our job to understand the communications industry so that we can guide our customers in the best possible way. We are very passionate about customer service, and we always remember that anyone can do our job; we just have to do it better. Whether it’s a customer with one phone or a customer with a hundred phones – all of our customers are important to us.
Mike: My other goal is to get Tina Marie to send me 100 phone leads!