Summary
A prominent Internet and Phone Service Provider in the United States faced a variety of operational challenges that hindered efficiency and limited growth. With over 70 employees, the company managed an $8 million turnover in 2020. However, their operations were bogged down by a fragmented system setup, costly legacy platforms, and inefficiencies across departments. By implementing a unified, multi-tier architecture with seamless third-party integrations, the company was able to streamline its operations, significantly reduce costs, and boost productivity across departments
About The Client
The client, a major Internet and Phone Service Provider in the USA, has built its reputation by providing innovative communication solutions that empower customers. With a strong emphasis on customization and customer-centric features, the company has positioned itself as a leader in the telecommunications industry.
Client's Business Overview
Client
: Leading Internet and Phone Service Provider in the USA
Employee Size
: 70+ (as of January 2020)
Annual Turnover
: $8 million
The client operates at the forefront of innovation in the telecommunications sector, with a core mission to empower customers through technology-driven solutions. Their offerings include a centralized phone system designed for flexibility and hot-desking environments, helping businesses save time and enhance operational efficiency.
Challenges Faced
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The company’s operational structure was complex, with over ten separate systems used across various departments to manage tasks like customer relationship management (CRM), sales, inventory, projects, accounting, agent portals, product pricing, and field staff coordination. This disjointed setup resulted in major operational challenges:
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Multiple Systems : Dependency on over 10 systems to manage business functions, leading to data silos and a lack of real-time insights.
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Customization Constraints : The existing legacy systems were difficult to customize, hindering adaptability and scalability.
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High License Costs : The costs associated with maintaining and licensing the legacy systems were substantial.
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Data Inconsistencies : Lack of real-time, accurate data for inventory and operations.
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Redundant Processes : Manual data entry and duplication of data across systems slowed down workflows and increased error rates.
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Report Generation : Generating reports was a time-consuming process due to isolated and outdated systems.
Evozard Solution
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To address these challenges, a robust, integrated ecosystem was developed:
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Multi-Tier Architecture : Implemented a unified system architecture that supports multiple levels of business functions and enhances the scalability of operations.
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Seamless Integration : Integrated essential third-party systems, including CRM, product pricing, Google integration, and a centralized PBX system, enabling a more cohesive and interconnected workflow.
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Bird’s-Eye View for Management : A centralized dashboard was provided to give the management team a comprehensive overview of key business metrics and real-time insights.
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Agent Portal : Developed a user-friendly portal for agents to streamline their workflows, manage commissions, and access up-to-date product and pricing information.
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Field Staff Optimization : Introduced tools that allowed field staff to access real-time data, improving service speed and accuracy.
Impact Caused
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The implemented solutions brought transformative changes to the client’s business operations:
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Cost Savings : Achieved a 30% reduction in annual IT infrastructure expenses.
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Improved Order Processing : Reduced time from opportunity creation to order completion by 30% within the first year, enhancing customer experience and operational speed.
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Staff Efficiency : Enabled a 50% reduction in the technical staff required to manage multiple platforms, freeing up resources for strategic roles.
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Increased Sales : The integrated platform recorded $4.9 million in sales, thanks to more streamlined operations and improved efficiency.