Communication and collaboration technology can be complicated, but your relationship with your solution provider shouldn’t be. The last thing any business needs is dealing with multiple vendors pointing fingers and dodging accountability instead of fixing the problem. That’s why we take our relationship with our customers as seriously as we take our commitment to your network’s performance.
Why is this important? Consider the example of Jiffy Lube Association of Franchisees, a Fusion Connect customer. Most Jiffy Lube franchisees own multiple locations, sometimes across geographic territories. None of them want their technicians, who are operating in hazardous environments, to be distracted by phones ringing in the workplace. We built a solution based on Microsoft Teams that routes all calls, regardless of location, to a central operator. It even allows communication through texts.
Figure 1: With the Fusion Connect advanced call center solution, Jiffy Lube technicians focus on servicing their customers on-site, while customer calls and texts are directed to a central bank of operators—reducing customer wait times and improving employee productivity and safety.This solution addresses two business problems for a Jiffy Lube franchise owner. It gives callers a better experience by routing them to customer service specialists, and it improves the employee work experience and workplace safety by removing distractions and allowing mechanics to work safer and more productively. Would we recommend this for every business? Maybe not, but by working together and paying attention to this customer’s specific requirements and circumstances, we came up with a plan that fit their needs.
Multi-location retail businesses like Jiffy Lube franchises need to focus their resources on the areas that matter to their business, like operations, marketing, supply chains, and finance. We can help them succeed by using our expertise in building network connectivity, communication, and collaboration solutions—and by handling the ongoing support and monitoring of these solutions.
Nowadays, many communication and collaboration solutions require multiple vendors or integration with a company’s existing investments in CRM, sales, or other enterprise systems. And they all need a solid network foundation.
Even companies with IT specialists hate having to sort out interoperability problems in these situations because every provider will inevitably blame someone else for whatever is going wrong.
Problems can sometimes arise when different business units inside the same company strike deals with the same service provider, as happened frequently with work-from-home tools were deployed quickly during the pandemic. That leaves it to the business to rationalize all the different agreements and services after the fact.
This is one area where we at Fusion Connect can really add value. We’ve encountered and solved a lot of integration issues, so we know what to look for. And, because we work with most of the industry’s leading platforms and carriers across our entire book of business, we have the leverage to escalate technical and business issues and get to the bottom of problems in heterogeneous environments.
Even straightforward scenarios like POTS replacement can reveal a rat’s nest of hidden complications, with vendor agreements that go back decades or facilities that have contracted with multiple carriers for multiple tenants, all with their own contracts, wires, and equipment.
We keep all this from our end customers. From their perspective, there is only one accountable partner with a total commitment to getting the job done.
When we say total commitment, we mean total, which is why we offer a 100% uptime guarantee. Obviously, this is intended to give our customers peace of mind, but it also holds us to high standards. We couldn’t afford to stay in business with a guarantee like this unless we put in the work to make sure it never becomes an issue.
Every customer scenario is unique. That’s why we want to hear from you and begin a conversation about how we can add value to your specific organization and industry.
Go here to connect with us. We’ll do a brief needs assessment in person or over email to see if there is a good match for our services. Watch this space for a more detailed discussion of what you can expect from a relationship with Fusion Connect.