Unity Communications

BACKGROUND

Introduce your business and what you do there.

When I worked with Unity Communications, I was the IT operations supervisor at Handling Systems.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Unity Communications?

Our company had cell phone bills that were out of control, so we started looking for a vendor to manage our cell phone accounts.

SOLUTION

What was the scope of their involvement?

They did a great job managing our account and keeping our monthly costs low. They found the best plans for us and came up with quarterly reports to make sure we were at the best price point. We wanted to ensure we responded to all the issues that users were having. Unity Communications was able to take a lot of the low-tier calls for us so that we could concentrate on higher-tier calls.

What is the team composition? 

I mostly worked with Patrick (Founder and CEO, Unity Communications), our account manager, and a couple of their leads. 

How did you come to work with Unity Communications?

I did some research and came across their name, so I called them.

What is the status of this engagement? 

We started working with them in September 2012, and the project was completed in 2015.

RESULTS & FEEDBACK

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

They were able to take care of our needs. They're very attentive and customer-focused. If there was an issue, they responded quickly. I'd definitely recommend them.

How did Unity Communications perform from a project management standpoint? 

They were very professional and willing to understand our business. Also, they're great communicators and let us know about possible delays. We usually used phone calls to stay in touch.

What did you find most impressive about them?

They're invested in building strong relationships with their clients. 

Are there any areas they could improve?

No. Our management team was impressed with them.

BACKGROUND

Please describe your company and your position there.

Former telecom project manager for TelePacific Communications, a telecommunications cxchange carrier

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Unity Communications?

Facing unavailability in the California labor market, we outsourced to Unity Communications to help coordinate the large and complex projects we had to manage. Unity manged the service delivery of internet, phone, PBX, DSL, fiber, ethernet over copper, and managed security services.

What were your goals for this project?

To have projects completed on time and under budget.

SOLUTION

How did you select this vendor?

Unity Communications were highly successful in their projects with one of our largest partners. So, when leadership reached out for reliable vendors, their name was on the top of the list.

Describe the project in detail.

Submitted all aspects of all services contracted, up to the smallest detail, to ensure customer satisfaction was met along with pinpoint accuracy in deliverables. Service Level Agreements were created and set, mostly focused on product delivery, timeline management, troubleshooting where needed, and customer satisfaction.

What was the team composition?

Small team of 3–5 people with one team leader who served as an escalation point and subject management expert. Our main point of contact and overall account manager was in the United States (Patrick Brown). 

RESULTS & FEEDBACK

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

Communication was stellar. They helped set up the project management software (Asana), ticketing desk, milestone acknowledgements, service level agreements (SLAs), and expectations. They were right in line with what we were expecting.

How effective was the workflow between your team and theirs?

Efficient and easy. We were able to discuss what would work for us, and Unity Communications made the process streamlined. A point of contact was available when we needed it, and they maintained communication to help keep us on top of projects.

What did you find most impressive about this company?

Unity Communications made things simple and easy, and it was clear they worked to be as efficient as possible.

Are there any areas for improvement?

We wished we could have ramped up faster on personnel, but we understand that good people are hard to find.

BACKGROUND

Introduce your business and what you do there.

I’m a manager at a telecom management company. We review and optimize other companies’ bills, making sure they’re saving money and aware of different usage trends.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Unity Communications?

We initially needed a partner to place orders with our carrier. After hiring Unity Communications, we realized they were a great partner and could provide a call center in the Philippines, so we expanded our partnership.

SOLUTION

What was the scope of their involvement?

Unity Communications provides various services, including voicemail restarts, troubleshooting with customers, and placing orders. They speak to our customers every day and help them with anything related to their cellphones. They do both customer service and account management, such as making sure mobile device policies are available.

What is the team composition?

They currently have 12 people on their team. We mainly interact with the owner, call center manager, and main supervisor.

How did you come to work with Unity Communications?

Our owner found them, and their responsibilities have expanded over time.

What is the status of this engagement?

We partnered in May 2018, and the work is ongoing.

RESULTS & FEEDBACK

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

Their team is much easier to work with than their U.S. counterparts, and they’ve grown from one to 12 team members within a year. They add value to our company and have severely reduced the number of mistakes being made by our customer service representatives. They consistently receive positive feedback, and we want to hire more of them.

How did Unity Communications perform from a project management standpoint?

They’re responsive and follow through with every task. I assign cases in Salesforce according to our service-level agreement, and Unity Communications knows the workflow perfectly. We have over 545 customers, and their team has read every single company profile.

What did you find most impressive about them?

If you ask their owner to do something, he’ll find a way to manage it. In two years, I’ve only had to escalate problems twice, which is amazing. They value their jobs and care about the work, going above and beyond for every customer. They’re loyal, humble, helpful, and save us both time and money. Because of them, my job is much easier.

Are there any areas they could improve?

I can’t think of any ways they could improve—they’ve been an invaluable asset.

Do you have any advice for future clients of theirs?

Trust them because they're experts.

BACKGROUND

Introduce your business and what you do there.

I’m the marketing director for a national cell phone dealer.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Unity Communications?

We wanted to generate more sales outside of our physical store locations.  

SOLUTION

What was the scope of their involvement?

Unity Communications prospects new customers on our behalf and routes sales back through our organization.

What is the team composition?      

I worked with Patrick (CEO, Unity Communications), and Angela (Executive Sales Admin & Manager, Unity Communications).

How did you come to work with Unity Communications?

Patrick developed a business relationship with a member of our executive staff and we’ve used his services ever since.

What is the status of this engagement?

We began working together in 2018 and our engagement is ongoing.

RESULTS & FEEDBACK

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

Unity Communications processes valuable deals and their efforts produce high volume results. They facilitate prospecting that we couldn't have generated ourselves. I consider that a win.

How did Unity Communications perform from a project management standpoint?

The team is very responsive and they always get back to us within 24 hours.

What did you find most impressive about them?

They’re consistent with their data, the volume of their orders, and their communication. They’re highly efficient with the system they’ve created with us.

Are there any areas they could improve?

No, I don’t have any constructive feedback at this time.

Do you have any advice for potential customers?

I would urge customers to stay in constant communication to ensure everyone is on the same page. Having a daily point of contact is crucial.

BACKGROUND

Please describe your company and position.

I am the Director of Sales Operations of Innovative Business Solutions

Describe what your company does in a single sentence.

We connect IT vendors with resellers and service providers by distributing products, offering sales and technical support, and enabling cloud and managed services.

OPPORTUNITY / CHALLENGE

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

• Diversify
• Reduce costs

SOLUTION

How did you find Unity Communications?

• Referral
• Partner of ours

Why did you select Unity Communications over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost
• Referred to me
• Company values aligned

How many teammates from Unity Communications were assigned to this project?

2-5 Employees

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

Our Sales Support Managers assist sales representatives and channel partners by managing quotes, processing orders, coordinating with vendors, resolving customer issues, and ensuring smooth sales operations to drive revenue and customer satisfaction.

RESULTS & FEEDBACK

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

The team quickly learned our processes and had a good grasp of our industry within a short time of around three months. 

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

The team has been delivering quotes and proposals within our SLAs and show urgency on every request.

What was your primary form of communication with Unity Communications?

• Virtual Meeting
• Email or Messaging App

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

They have a very detailed hiring process. I feel like I know who I want to hire before I even speak with the candidates because of the detailed package we receive for each candidate. 

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

None at this time.

BACKGROUND

Please describe your company and position.

I am the Director of Growth and Operations of a healthcare company.

Describe what your company does in a single sentence.

Virtual primary care.

OPPORTUNITY / CHALLENGE

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

• Assistance with medical records management
• Assistance with clinical notes management
• Assistance with ad hoc tasks

SOLUTION

How did you find Unity Communications?

Online Search

Why did you select Unity Communications over others?

• High ratings
• Pricing fit our budget

How many teammates from Unity Communications were assigned to this project?

2-5 Employees

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

We have leveraged Unity for assistance with medical records management, from requesting medical records, to intaking the records, to manipulating the records once we have them. We've also leveraged Unity for creating "Care Plans" for patients from clinical notes. 

RESULTS & FEEDBACK

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

Medical records uploaded and manipulated per week. Care Plans created per week.

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

Items have always been delivered on time and with high quality. The team has been highly responsive to changes in our request and focus.

What was your primary form of communication with Unity Communications?

Email or Messaging App

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

Unity Communications has clear communication processes.

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

No major suggestions!

BACKGROUND

Please describe your company and position.

 I am the Vice President of Customer Support of an other industry company 

Describe what your company does in a single sentence.

Parts distributor

OPPORTUNITY / CHALLENGE

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

• Reduce CS cost
• Maintain high service level
• Delight our customers

SOLUTION

How did you find Unity Communications?

Referral

Why did you select Unity Communications over others?

Referred to me

How many teammates from Unity Communications were assigned to this project?

Over 20

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

We have outsourced over 20 agents to Unity

RESULTS & FEEDBACK

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

Maintain sales

Lower hold times

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

They delivered on time and were very responsive.

What was your primary form of communication with Unity Communications?

Virtual Meeting

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

They do a great job recruiting and training their agents. Our team lead named Felix is wonderful!

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

They ask for rate increases too often.

BACKGROUND

Please describe your company and position.

I am the Director E Commerce of UPTIME Energy / Rise Brewing Co

Describe what your company does in a single sentence.

We manufacture and sell canned Energy Drinks and Nitro Cold Brew Coffee 

OPPORTUNITY / CHALLENGE

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

• Provide customer service
• Extension of our team

SOLUTION

How did you find Unity Communications?

Other

Why did you select Unity Communications over others?

• High ratings
• Pricing fit our budget
• Good value for cost

How many teammates from Unity Communications were assigned to this project?

1 Employee

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

Unity has become the front line for our customer facing needs. They provide a valuable service in handling inbound inquiries that vary in complexity. 

RESULTS & FEEDBACK

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

Since the bulk of our front end service needs are met on a daily consistent basis, we are able to more effeciently work on forward moving tasks with a small crew

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

PM is organized and thoughtful. Response is timely

What was your primary form of communication with Unity Communications?

• Virtual Meeting
• Email or Messaging App

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

They are very quick to respond, cheerful and a pleasure to work with. They always strive for a yes

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

They're great.

BACKGROUND

Please describe your company and position.

I am the Sr. Manager of Customer Service. of Bestpass powered by Fleetworthy

Describe what your company does in a single sentence.

Provides trucking and transportation companies with toll, compliance and weigh station bypass solutions.

OPPORTUNITY / CHALLENGE

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

• Customer Service
• Using BPO to complete tasks

SOLUTION

How did you find Unity Communications?

Online Search

Why did you select Unity Communications over others?

• High ratings
• Pricing fit our budget
• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from Unity Communications were assigned to this project?

6-10 Employees

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

We engaged the Unity Team to add additional Customer Service Representatives to help answer in bound support requests.  This includes in bound calls, chats and emails as well.  The Unity team was utilized to increase support hours and help lower response times.  

RESULTS & FEEDBACK

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

Faster response times and increased CSAT scores from customers.  Extended business hours for our Customer Contact Center.

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

They delivered on time by providing valuable candidates to fill open CSR positions.  These candidate ensured faster response times and increased CSAT responses.

What was your primary form of communication with Unity Communications?

• Virtual Meeting
• Email or Messaging App

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

The ability to provide great candidates that fit seamlessly into the organization that ensured we maintained and they increased the level of customer service we were providing prior to working with them.

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

Nothing.

BACKGROUND

Please describe your company and position.

I am the Client Services Manager of a toxicology laboratory.

Describe what your company does in a single sentence.

Toxicology laboratory working in clinical testing 

OPPORTUNITY / CHALLENGE

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

• Data entry

SOLUTION

How did you find Unity Communications?

Conference

Why did you select Unity Communications over others?

Good value for cost

How many teammates from Unity Communications were assigned to this project?

2-5 Employees

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

Data transcription containing PHI. Daily TAT in keeping with publisher company deliverables

RESULTS & FEEDBACK

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

Maintaining daily TAT, high level of accuracy, clear communications.

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

Delivery has been accurate and consistent, with managerial oversight throughout each month to ensure quality remains consistent. Responses to any needs have been swift and accurate

What was your primary form of communication with Unity Communications?

• Virtual Meeting
• Email or Messaging App

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

The month-to-month nature allows for flexibility on the front end should things not be a good fit, which they are. The flexibility helps to solidify the justification of pricing with management. The communication has been well received.

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

Nothing comes to mind at present, though our usage is limited in scope