Matrix Networks

BACKGROUND

Please describe your company and your position there.

I'm co-founder and CEO of Afton LLC. We produce concerts nationwide and work with music artists.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Matrix Networks?

We hired Matrix Networks to deploy a cloud phone system - they were great. They took care of everything including handling the network and carrier service management portion.

SOLUTION

How did you select this vendor and what were the deciding factors?

I loved that they are local to Portland as that is where we are based. I read great reviews online about them and I really enjoyed their marketing and the mixers they put together each year.

Describe the project in detail and walk through the stages of the project.

First, I had an onboarding call and they met with me in person as we are both in Portland, Oregon. They were knowledgeable and walked us through everything. We needed a better phone system that was in the cloud and they delivered.

How many resources from the vendor's team worked with you, and what were their positions?

We worked with their VP and one of their tech reps. It was great and we'd buy from them again.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Everything was a success, our phones now work better than ever and having them manage and setup everything was way better than using our last vendor.

How effective was the workflow between your team and theirs?

Very effective, they were timely in responses and doing what we needed.

What did you find most impressive or unique about this company?

They have a lot of integrity, when they promised us something they delivered on it. I felt like we got a great value for the price and they went above and beyond on the setup and handling of our cloud phone system.

Are there any areas for improvement or something they could have done differently?

Not that come to mind, I would use them again.

BACKGROUND

Introduce your business and what you do there.

I’m the president and owner office refreshments and supply company. We’re also a coffee roaster.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Matrix Networks?

We had a very old phone system where we had to rely on handwritten notes. We also couldn’t forward calls, reach technical staff out in the field, record messages, or transfer calls. We also needed a service person available 24 hours a day on weekends and major holidays.

SOLUTION

What was the scope of their involvement?

They implemented a new phone system for us. First, we had several discussions about our needs. They offered several options to fit what we could afford and need.

The option we selected integrates our phones with our desktop computers so we can transfer phones inter-office, as well as staff out in the field. The option also set up a firewall for our internet service, which they also manage.

When we lose power, we’re able to conduct business with our customers through our cell phones.

What is the team composition?

We work with Aiden (Senior Consultant).

How did you come to work with Matrix Networks?

I’m a business networking group with Ryan (VP). I attended a speaking engagement with him, as well as an online seminar. We liked how they had a team platform that would work with us in a very streamlined process so that there was always someone at our side at every step of the way.

How much have you invested with them?

We spent around $15,000.

What is the status of this engagement?

We started working together in November 2019, and our work is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement? 

They’ve accomplished their stated goals for us in a timely manner. Time was of the essence and they navigated everything professionally. They coordinated the new carrier through the seasonal holiday slowdown and still got the job done. They spoke in my language, which helped me feel comfortable.

How did Matrix Networks perform from a project management standpoint?

They did very well. They provided a project bid for what things would cost. It accounted for labor, equipment, and optional elements, too. The contract was well worded and easily understandable in terms of what the scope of work was and what was our responsibility.

They collaborated really well. They included a timeline of duties and goals of when they were supposed to go live and the events that needed to happen prior. All of the timelines were met quite well.

What did you find most impressive about them?

Their flexibility stands out. Their ability to meet the demands of a small business is great.

Are there any areas they could improve?

No, not that I’m aware of.

Do you have any advice for potential customers?

My advice is to give them the time of day. Have them come in and present what they do and why. They won’t keep you on hold like other providers. You can just call up Aiden and the team will get right on it.

BACKGROUND

Introduce your business and what you do there.

I’m the telecommunications manager for the Portland Trail Blazers. I handle all infrastructure, wireless systems, antenna system, and cellular components of our 1,000-line phone system.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Matrix Networks?

We were looking to migrate our phone system to SureTel.

SOLUTION

What was the scope of their involvement?

Matrix Networks did the phone migration in three phases, starting with the contact center, then office phones, and finally, analog phones.

They’re also helping with the interface of the contact center, as well as helping us move to a Cloud-based contact center, which encompasses all the departments of the company. The team provides ongoing support for any issues that arise in the system.

What is the team composition?

I interact with several people, including JP (Business Technology Integrator), my main contact, and Kyle (President), my go-to for technology. Beyond them, I work with Jason, Anson (Technician), Jon (Systems Admin), and Jeremy (CTO). 

How did you come to work with Matrix Networks?

I knew of them, and found they were structured in a way that was best to achieve our goals. We especially appreciate that they offer 24/7 on-site support.

How much have you invested with them?

We’ve spent $400,000.

What is the status of this engagement?

We began working together around January 2014, and the collaboration is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement? 

Matrix Networks has done a great job. They’re always ready to step up whenever we reach out to them. They’ve been an integral part of the overhaul of the contact center. It’s very important that I talk to the same people, and they understand the system and our needs without needing extensive explanations. 

How did Matrix Networks perform from a project management standpoint?

They are available and responsive. Matrix Networks monitors the system continuously, notifying us of any issues that arise. There is a basic service number I can call, as well as direct numbers to my contacts.

What did you find most impressive about them?

I don’t feel like they’re a hired vendor, but rather an extension of myself. They’re a team that works beside me to get the company where it needs to be. Jon is one of the smartest people I know regarding telephony.

Are there any areas they could improve?

No, they meet our needs completely.

Do you have any advice for potential customers?

Matrix Networks is a smaller company that provides a personal relationship and works alongside you.