What evidence can you share that demonstrates the impact of the engagement?
We’ve experienced vast cost savings. Our monthly service fees went from $3,100 with our previous vendor to $1,300, and whereas we’d spent $40,000 on the old system, our new one cost just $6,000.
Our reporting is also much more functional. We’d previously been able to group incoming calls by call center, but we couldn’t drill down to the individual DID and find the phone number somebody was calling us from. Now, Edge Networks provides us reports with this information.
How did Edge Networks perform from a project management standpoint?
During implementation, Edge Networks was very hands-on; Mark and Josh came to our office and listened to how we handled calls and did business. Unlike the past vendors we’d engaged, the engineers and salespeople at Edge Networks worked together closely, so that they could tell us the feasibility or costs of doing something. They collaborated onsite, which made the transition much more seamless.
In their maintenance and support role, their response times are very fast. We communicate via a customer care email platform so that my team can send trouble tickets to Edge Networks. They always resolve the tickets quickly.
What did you find most impressive about them?
Edge Networks’ collaborative nature made it possible to implement my vision. If we have an idea for something we’d like to do, they work with us to see if it’s feasible; if it is, they come up with a plan to get it done. The team understands how important our phone system is to our business, and if we have a problem, they resolve it within an hour or two, not a day or two. They take good care of us.
Edge Networks is also very tech-savvy. They stay updated on the most recent technologies, which they relay to their clients.
Are there any areas they could improve?
No, there aren’t any that I’ve found yet. We’ve talked about having them provide us with other services.
Any advice for potential customers?
If you put your vision down on paper, Edge Networks is very good at telling you what’s feasible and what’s not, and they propose solutions you might not have thought of. They’re truly experts in the field and will tell you if a technology you’re using is outdated and what a better avenue might be.