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E.W. Wylie Corporation"Marco’s people spent more time listening to us and what we wanted from a new phone system. They weren’t even selling anything. Dan was great to work with and Jason was very knowledgeable - they asked us a ton of questions." RELIABLE PHONE SYSTEM KEEPS TRUCKS ROLLING FOR GROWING TRUCKING SERVICE
When E.W. Wylie built their new facility a year ago, they installed a new digital phone system to help support their growing business. However, the system and service they were receiving was not meeting the expectations of a company that relies solely on their communications system to serve their customers.
Ken Axtman, Vice President of Marketing, explained, “99.9% of our business is done using our phone system, so if it goes down it’s devastating. Our system was down quite a bit and we weren’t receiving the level of service we expected.” This led Axtman to begin researching other options. E.W. Wylie looked at three different providers to recommend a reliable system and provide the service to meet their needs. “We met with the three vendors and shared with them what we were looking for,” said Axtman. “In our business, minutes are the difference between winning and losing customers so we were mostly looking for great service.” Axtman and E.W. Wylie’s staff met with Dan Pflepsen and Jason Boutwell, Marco Technology Advisors. “Marco’s people spent more time listening to us and what we wanted from a new phone system. They weren’t even selling anything. Dan was great to work with and Jason was very knowledgeable - they asked us a ton of questions.” E.W. Wylie had previous experience with Marco’s service for their copier/printers. Axtman said, “We always received immediate service from G.R. Graphics in the past. So when G.R. Graphics was purchased by Marco, we were glad that we were able to deal with a lot of the same people.” The SolutionIn October 2008, Marco implemented a Mitel 3300 VoIP system for E.W. Wylie. The system is integrated with Microsoft Exchange 2007 for Unified Messaging and Microsoft OCS for presence and instant messaging. OCS allows them to see when an employee is on their phone.The system allows their five-person call center to efficiently serve their customers. When a call comes in, it goes into a queue and as soon as a call center representative is available, they are connected with the next caller, avoiding any lag time. With calls coming in from all over the country, Axtman likes the fact that when he is on his phone he can still see other calls come in from his PC so he can take the other call if needed. Wireless headsets allow their employees the mobility to do other things while tending to phone calls. “We have had no complaints about the wireless headsets,” said Axtman. “You can travel up to 180 meters with the headsets and they have very good clarity. Our employees love them and the quality is good.” Ten mobile extensions were setup for users who need access to their cell phone and handsets at the same time. “It’s a very flawless system. If we’re walking throughout the building, we can still pick up calls from our desk phones.” E.W. Wylie was pleased with Marco’s implementation of their new system. Axtman explained, “Marco’s installation team was really good. Leah Johnson (project manager) was a wonder woman. We were very pleased with the initial planning stages and Leah was very thorough. During the installation there were seven to eight Marco people here.” Marco provided all of E.W. Wylie’s staff with user training prior to switching over to their new system so they were ready to go. Quick reference guides were given to all employees and Marco provided more in depth training for people as they needed it. The new system was cut over on a Wednesday night and Marco had them up and ready to go on Thursday morning. Axtman said, “They worked until 9:30 p.m. that Wednesday night so we were ready to conduct business the next day.” “I don’t think there is anyone here that would say anything bad about Marco,” said Axtman. “All of the people that have been here are super good people. We are very happy and would highly recommend them. When it comes to service, we’d choose Marco hands down!” |
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