TPx Communications

BACKGROUND

Introduce your business and what you do there.

I'm an executive at a company that sells medical equipment to hospitals.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with TPx Communications?

We needed call center services. We have a call center that is a customer service line where clients can call when they have any problem with a device. We previously used a different company, but it didn’t work well, and we needed to change our service provider.

Additionally, we needed assistance installing our phone systems in all our company’s locations, seven across the US.

SOLUTION

What was the scope of their involvement?

TPx Communications provides us with call center services. They’ve also installed our phone systems on all our sites. Initially, we mapped out exactly how our phone system needed to function and what problems we were experiencing. We gave TPx Communications a complete perspective of our issues with our phone service provider, and TPx Communications used this as their initial framework. 

What is the team composition?

We work directly with a couple of teammates from TPx Communications, and another technician has worked on the phone system’s installation.

How did you come to work with TPx Communications?

TPx Communications was recommended by other companies I had previously worked with. 

How much have you invested with them?

We’ve paid TPx Communications around $20,000–$25,000 for the phone system’s installation.

What is the status of this engagement?

We started working with TPx Communications in September 2022, and our engagement is ongoing.

RESULTS & FEEDBACK

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

We used to have a lot of connectivity issues with our phone service provider, which TPx Communications has helped us resolve. Now, our system works a lot cleaner. 

Overall, TPx Communications has met our expectations, and we’re satisfied with their work. 

How did TPx Communications perform from a project management standpoint?

TPx Communications delivers all the requested work on time and within budget. We ran over the budget a bit because we expanded the project. We initially worked on a couple of sites to test TPx Communications’ service and ended up going for full support with them. 

What did you find most impressive about them?

I’m most impressed with TPx Communications’ service — they’ve helped us fix our issues with our phone service provider.

Are there any areas they could improve?

The only thing TPx Communications can improve is that I’d like it if they’d suggested to work on our complete offices’ network since the beginning of the project. Initially, we treated the project as a small project that grew into a bigger one, and we could’ve saved time if we had planned it as a big project since our engagement started.

Do you have any advice for potential customers?

I recommend to give TPx Communications the opportunity to work on a grand scale and be careful if you change your project halfway through like we did. 

BACKGROUND

Introduce your business and what you do there.

I’m an executive at a public safety organization.

OPPORTUNITY / CHALLENGE

What challenges were you trying to address with TPx Communications?

We needed help enhancing our phone services.

SOLUTION

What was the scope of their involvement?

TPx Communications updated our phone system, user lines, conference lines, and mobile devices — they did their work remotely.

What was the team composition? 

We worked directly with 2–3 members of TPx Communications’ team.

How did you come to work with TPx Communications?

TPx Communications were already working with us when I took my current position.

How much have you invested with them?

We spent less than $10,000 with them.

What is the status of this engagement?

We worked together from January–March 2023.

RESULTS & FEEDBACK

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

TPx Communications led a responsive process with no issues throughout the engagement.

How did TPx Communications perform from a project management standpoint?

TPx Communications were great with project management; they delivered everything on time and within budget and were communicative.

What did you find most impressive about them?

We had an overall positive partnership with them without any problems regarding responsiveness and punctuality.

Are there any areas they could improve?

I didn’t think there was anything they could improve on.

BACKGROUND

Introduce your business and what you do there.

I’m a superintendent at my local government.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with TPx Communications?

We needed to update our phone system from a traditional one to a VoIP.

SOLUTION

What was the scope of their involvement?

TPx Communications has set up our VoIP phone system. We moved to another site, and TPx Communications installed the required new software for our new phone system. TPx Communications still provides us with maintenance and technical support services related to our VoIP system whenever we have issues with our equipment or with the system.  

What is the team composition?

We’ve worked with 3–4 teammates from TPx Communications, including an account executive and 1–2 technicians.

How did you come to work with TPx Communications?

Another service provided recommended TPx Communications to us. We hired a consultant that helped us search for the right company to help us with this project. 

How much have you invested with them?

We pay TPx Communications a monthly fee of $400. During the installation process, we invested around $5,000 in new hardware and installation requirements. 

What is the status of this engagement?

We started working with TPx Communications in May 2021, and our engagement is ongoing.

RESULTS & FEEDBACK

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

The VoIP system that TPx Communications installed on our site has improved our internal communication. The transition from our traditional phone system to the VoIP system was seamless, and none of our clients noticed the change.  

We can now easily contact different departments, whereas before we needed to call them over the phone because we have three sites, each with its own phone number. We’ve had hiccups as each phone is like an individual computer, but whenever we have an issue, we contact TPx Communications immediately. 

How did TPx Communications perform from a project management standpoint?

TPx Communications meets deadlines and stays on budget. We had a set date to transition from the old phone system to the new one, and TPx Communications was ready to change the systems before the old one was down.  

What did you find most impressive about them?

TPx Communications provides great value to our organization. TPx Communications is responsive and really quick when we need technical support.  

Are there any areas they could improve?

Some of our teammates have had difficulties receiving technical support and expressed that they’d like more training from TPx Communications. Our staff has said they’d like TPx Communications not only to fix our issues but also to walk us through the process. 

Do you have any advice for potential customers?

I recommend learning how the VoIP system works. I also recommend having a dedicated person from your team that talks with TPx Communications and explains technical things to your team. Sometimes, my staff asks me how to do something when TPx Communications has already sent us paperwork that explains it. Having a teammate with technical knowledge dedicated to communicating with TPx Communications would be very beneficial.

BACKGROUND

Introduce your business and what you do there.

I’m an executive at a company that manufactures concrete construction materials.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with TPx Communications?

We needed an ISP.

SOLUTION

What was the scope of their involvement?

TPx Communications is our ISP at our company’s five locations. Initially, TPx Communications met with my sales representative to get pricing on each location for increased internet speed and some adjustments to the current architecture. TPx Communications provides us with equipment that enables a software-defined wide area network (SD-WAN) and manages our security firewalls. 

Additionally, TPx Communications offers us managed IT services and manages our Microsoft 365 software license when we need to increase or decrease the number of licenses. 

What is the team composition?

I work with one teammate from TPx Communications, and I know they have a supervisor they report to.

How did you come to work with TPx Communications?

TPx Communications was recommended to me by an IT consultant I worked with. They recommended TPx Communications as a mediator with the direct ISP. I chose TPx Communications because they offered the best pricing.

How much have you invested with them?

We spend around $120,000 yearly with TPx Communications.

What is the status of this engagement?

We started working with TPx Communications in January 2016, and our engagement is ongoing.

RESULTS & FEEDBACK

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

Our internet uptime is very high, and our service has few interruptions. TPx Communications does an excellent job managing the service with the direct internet provider. 

How did TPx Communications perform from a project management standpoint?

TPx Communications meets deadlines, stays on budget, and uses an in-house ticketing system where we can open a ticket to request troubleshooting assistance. 

What did you find most impressive about them?

I’m most impressed with TPx Communications' response time and competitive prices. Additionally, I really like that TPx Communications is such a big buyer of our internet company, that they’re considered a big client and can expedite our troubleshooting services.

Are there any areas they could improve?

I can’t think of anything for TPx Communications to improve. 

Do you have any advice for potential customers?

Make sure to have a reliable sales representative that can communicate with TPx Communications. Our sales representative quickly responds to TPx Communications and follows through with all our inquiries. 

BACKGROUND

Introduce your business and what you do there.

I’m a department manager for a retail grocery chain store.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with TPx Communications?

We required internet and cloud-based phone services for our corporate office and our 65 stores, so we hired TPx.

SOLUTION

What was the scope of their involvement?

TPx provides us with internet and VoIP services. Initially, their team was responsible for installing the whole wireframe behind their services. Once they got everything installed, we simply plugged our equipment into theirs. Their team has also offered other services, such as cybersecurity, but we haven’t hired them for those.

What is the team composition?

Around five teammates from TPx are constantly looking after our account. Their team includes April (Premier Customer Account Manager), Chris (SBC), Derrick (Manager of Premier Accounts), and a project manager.

How did you come to work with TPx Communications?

I had used them in the past. When I joined my current company, we already had some services with TPx, so we ended up migrating our entire internet and VoIP services to them.

How much have you invested with them?

We’ve spent around $1.5 million–$2 million throughout our engagement.

What is the status of this engagement?

We started working with TPx in 2018, and our engagement is ongoing. However, we’re now moving away from them for the internet services and only keeping the phone services.

RESULTS & FEEDBACK

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

Performance-wise, we’ve never had major issues with TPX’s internet and phone system services. Obviously, some things would fail at times, but our uptime was 99%.

How did TPx Communications perform from a project management standpoint?

On the project management side, TPx could perform better. Their service is great, but they could work better on the administrative side. We’ve had some issues around installations being done incorrectly, charges being done to the wrong locations, and monthly services being double billed. The administrative side of our engagement takes a lot of time from our day-to-day just to fix those issues. We communicate via email and have weekly calls via their own platform or Cisco.

What did you find most impressive about them?

TPx is able to offer several services and packages that small companies can benefit from. I’ve actually recommended TPx to a couple of colleagues.

Are there any areas they could improve?

TPx’s systems are starting to age — our hardware is coming to the end of its life soon, and our software feels outdated. Thus, we want to see what TPx will do to keep up with the changes and renew our systems. Now that we’re growing to an enterprise level, we feel like we’re getting too big for them, so it would be great if they offered services at that level.

Do you have any advice for potential customers?

If you have a small IT team, TPx will be great for you. They have a deck of potential solutions at great pricing.

BACKGROUND

Introduce your business and what you do there.

I’m a property manager of a commercial office building.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with TPx Communications?

We were trying to consolidate numerous telephone and internet bills into one or two, so we hired TPx.

SOLUTION

What was the scope of their involvement?

TPx provides us with internet and telephone services. For our most recent project, one of their representatives reached out to me and asked if there was something they could help us with.

I told them that I needed an analysis of the services we currently had and asked them to determine whether we were using all the products I was paying for or not. If not, I asked them if there was a way to reduce those products and get the same benefit. Now, we’re working on that evaluation.

What is the team composition?

We work directly with Jennifer (Account Manager).

How did you come to work with TPx Communications?

We were already their customer when this project arose. 

How much have you invested with them?

We’ve spent around $150,000 on their services in total.

What is the status of this engagement?

We’ve been working with TPx since around Q1 2018. However, we started working on this project in March 2023, and our engagement is ongoing.

RESULTS & FEEDBACK

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

We’re very happy with the service that TPx provides. We’ve seen a decrease in our downtime because we haven’t experienced major issues since working with them. As for our current project, I can say that TPx has been very helpful, responsible, and responsive to our needs.

How did TPx Communications perform from a project management standpoint?

TPx is available whenever we call them. Moreover, they’ve met our deadlines, stayed on budget, and communicated with us very well thus far. We communicate via email and phone calls.

What did you find most impressive about them?

TPx’s account managers are very good at keeping in touch with their customers. They’ve been very effective at responding to my needs.

Are there any areas they could improve?

There’s nothing TPx could improve on. As long as our service is working well and without interruptions, we can’t complain.

BACKGROUND

Introduce your business and what you do there.

I’m the chief of staff for Dub Brothers Management.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with TPx Communications?

We were trying to find internet solutions for a building that had poor internet connectivity. This building was old and made of bricks, so internet network coverage didn’t reach the third floor. Therefore, we reached out to TPx to see if a technology architect from their team could help us with that. Our goal was to have strong coverage throughout the building.

SOLUTION

What was the scope of their involvement?

TPx has provided us with consulting services on how to get a good internet connection in our building. When we told them about our challenge, they identified that they would need a technology architect to provide the services we were asking for.

Their team realized that our technical problem wouldn’t be solved over the phone; instead, they needed to design a solution. This solution will involve the architect coming to our building and walking it entirely to identify how to provide us with an internet connection on the three floors. However, we haven’t done that part of the project yet.

What is the team composition?

We’ve worked directly with Christine (Channel Manager) on this project.

How did you come to work with TPx Communications?

TPx has been our ISP for years, so we simply consulted with them for this project.

How much have you invested with them?

We pay TPx around $450 per month.

What is the status of this engagement?

We’ve been working with TPx since the second quarter of 2019. However, we started working on this project in March 2023, and our engagement is ongoing.

RESULTS & FEEDBACK

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

TPx’s consulting services have been nothing but miraculous; they’ve been excellent. Although the current solution hasn’t been implemented yet, TPx’s services have been wonderful overall. We haven’t experienced any downtime whatsoever, so their services have exceeded my expectations.

How did TPx Communications perform from a project management standpoint?

TPx is very responsive. When we sent them a message regarding this project, Christine called us within minutes of receiving the message. She is fantastic. We mostly communicate via email and Zoom.

What did you find most impressive about them?

TPx’s customer service is unbelievable. I’ve been very impressed at how quickly Christine set up our consulting appointment. We work with other ISPs. Whenever we try to make an appointment with them, they momentarily talk to us and provide us with an eight-hour window for when the actual appointment will take place.

One of the differences that I’ve noticed when working with TPx on this project was that Christine quickly reached out to us and asked how soon we could get on a Zoom call. She offered to meet immediately, but I couldn’t get on the call that soon. Still, within 24 hours, we were on a Zoom call, where she was providing us with solutions to our issues.

Additionally, Christine has gone the extra mile by coordinating with our team and providing an architect to get the work done. I can’t say enough good things about TPx and how amazing their service is.

Are there any areas they could improve?

It would be great if TPx improved their prices because they’re very expensive. Still, we’ve gotten what we’ve paid for.

Do you have any advice for potential customers?

Ask for Christine and work with her!

BACKGROUND

Please describe your company and position.

I am the Director of IT of NOITU Insurance Trust Fund

Describe what your company does in a single sentence.

We are a union and a union benefit trust fund.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire TPx Communications to accomplish?

• Replace the prior vendor to supply a Software-defined Wide Area Network (SD-WAN) solution.
• Improve service.
• Reduce costs.

SOLUTION

How did you find TPx Communications?

Referral

Why did you select TPx Communications over others?

• High ratings
• Good value for cost
• Referred to me

What was the size of TPx Communications’s team?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

TPx was engaged to provide the necessary hardware and engineering support to replace an SD-WAN implementation at two locations. They were to design and configure the solution to take two new data circuits at two locations, implement the SD-WAN's in a high availability configuration and provide IP static IP addresses to our internal network.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

• Meeting project deadlines.
• Demonstrated high availability/failover
• Ability to monitor the status of the circuits.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

They met all the deliverables' timelines and were very flexible in meeting our needs.

What was your primary form of communication with TPx Communications?

• Virtual Meeting
• Email
• Messaging App

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

They have very knowledgeable technical support.

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

After close to three years of the SD-WANs being in service, we have only experienced one issue. There was a minor mis-configuration that prevented error email alerts to be sent from one of the locations. Once the issue was identified, it was successfully resolved.

BACKGROUND

Please describe your company and position.

I am the Account Manager of (a/an) Telecommunications

Describe what your company does in a single sentence.

Secure business communication from voice, UC, chat, and video.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire TPx Communications to accomplish?

• Assist with porting numbers from existing TPx services to Intelepeer SIP

SOLUTION

How did you find TPx Communications?

Referral

Why did you select TPx Communications over others?

Referred to me

What was the size of TPx Communications’s team?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

porting off legacy TPx circuits to new fiber with Cisco routers. This was mandatory from TPx and not something we chose to do.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

• no loss of service

Describe their project management. Did they deliver items on time? How did they respond to your needs?

The PM team has been a challenge to work with. There is no urgency understanding the nature of our business (college campus) and the unique needs we need to work with when scheduling cutovers. Also, details, like onsite contacts, are missed when onsite meetings are needed.

What was your primary form of communication with TPx Communications?

• Virtual Meeting
• Email or Messaging App

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

Since TPx has been purchased, customer service has been a challenge. The only way we get a response is by escalating to our TPx rep and the PM's manager.

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

Professional PM team who understand there is a customer on the other end of an email. The email responses seem canned and not applicable to our business. If the PM understood that each account has unique business needs, things would go smoother.