Case Studies

Benefit Harbor was experiencing significant dissatisfaction with its current CCaaS (Five9) and UCaaS (Nextiva) providers. They faced a critical lack of vendor support, an unintuitive administrative interface, and severe reporting limitations, particularly with data older than 60 days being inaccessible. Their customer engagement was purely reactive and limited to voice-only interactions. The company needed to modernize its contact center to deliver a “white-glove experience” for clients’ employees, improve operational efficiency for its 25-agent contact center (which scales to 40 in Q4), and support 100 UCaaS users. This also involved a full-scale operational transformation to address needs for AI-driven analytics, workforce management, multi-channel customer engagement, and long-term data retention, as they aimed to move away from disjointed solutions and consolidate onto a modern, unified platform.

GTS, through Jamie Boedeker, helped Benefit Harbor evaluate alternatives to their existing providers. While Benefit Harbor also considered Zoom, Dialpad, and TalkDesk, they ultimately chose Glia due to its comprehensive offerings. The GTS-facilitated solution with Glia provided:

• A more collaborative and supportive vendor relationships
• Seamless integration of digital channels like Chat and SMS, moving beyond voice-only interactions.
• AI for automating manual QA and agent scoring (replacing Excel) and accurate forecasting for seasonal staffing spikes.
• Unlimited recording storage and detailed analytics on queue callbacks, addressing their critical need for long-term data retention (7+ years for call recordings).
• Simplified administrative tasks.
• Addressing concerns around seasonal scaling and unpredictable costs.

A publicly traded gas pipeline utility recently acquired 20 new locations, creating an immediate and critical need for a Wide Area Network (WAN) solution to connect these newly added sites. The primary challenge was that most of these new locations were situated in rural areas, which significantly limited the available carrier options for network connectivity. Furthermore, the required solution needed specific functionalities: the ability to burst bandwidth when necessary, the capability to prioritize network traffic effectively, and the assurance of a service level agreement (SLA) to guarantee performance and reliability.

Based on the case study, GTS was able to simplify the procurement process for the gas pipeline utility by:

• GTS explored various options, including AT&T, local cable providers, and aggregators.
• AT&T’s solution, specifically AT&T Business and their Ethernet on Demand, was identified as the best fit.
• The solution enabled the utility to connect all its new and existing locations.
• It provided the flexibility to increase or decrease bandwidth as needed (bursting capability).
• It included a Service Level Agreement (SLA), providing peace of mind regarding network performance and reliability.
• The customer gained the ability to make changes and add new locations easily via a portal during the agreement term, with clear cost information provided.

CORA Health, a long-time client of GTS and an outpatient rehabilitation company, faced significant challenges with its existing CPaaS provider, Twilio. Despite sending over 1.5 million text messages per month for crucial patient communications like appointment reminders and company updates, Twilio’s service was proving to be problematic. The company experienced unexpected charges and a complex, escalating pricing model, leading to cost and billing concerns. Furthermore, integrating Twilio’s API required substantial developer resources, creating integration issues. Lastly, they encountered slow response times and a lack of proactive support from Twilio, highlighting limitations in customer support and service level agreements.

GTS was able to simplify its procurement process by performing the following steps on their behalf.

• GTS recommended CM.com as a new CPaaS partner to address CORA Health’s challenges.
• CM.com’s predictable and volume-based pricing model resulted in CORA Health saving between $7,000 and $8,000 per month.
• CM.com provided easier integration with existing healthcare platforms like Salesforce and HubSpot, reducing the need for additional development resources.
• CM.com offered faster response times and a dedicated account manager, ensuring proactive and reliable support.
• These improvements allowed CORA Health to streamline patient communication, enhance reliability, and significantly cut operational costs without compromising service quality.

The company was dissatisfied with its current Cloud Service Provider (CSP) for Microsoft licensing. They lacked proactive support, ongoing knowledge transfer, strategy sessions, and a reliable support team. Their IT Director’s 3-year plan called for a dependable managed provider, as their lean IT team needed to free up time and resources from end-user support.

RapidScale, in partnership with Millennia, provided a new solution that included:

• A seamless transition to Microsoft 365.
• 24/7 “white-glove” support for both IT staff and end-users, including Tier I/II support and Microsoft escalations with industry-leading response times.
• A focus on the client’s specific challenges rather than offering one-size-fits-all services.
• The ability to right-size their Microsoft environment by cleaning up licenses and recommending bundles, while keeping them informed on the latest Microsoft updates and changes.
• A portal tenant that simplified management.
• The ability to seamlessly add licenses as the company grows.