Once Mesa Systems chose Intermedia's cloud communications solutions from Montana Phone, the conversion was seamless. Montana Phone was instrumental in a successful rollout and conducted remote training for each of the office locations. While there were a few learning curves, Mr. Davidson was happy with the result.
All locations are running on Intermedia's cloud communications for phone service with a few groups using video conferencing. Additionally, Montana Phone deployed the Contact Center in Mesa System's newly created team model for both inside sales and customer service.
When asked about the features users most appreciate, Mr. Davidson said, "The fact they can be anywhere and make a call is top of the list. Voicemail to text is really nice, and the contact center reporting is great, as well." With COVID-19 prompting an increase in remote workers, many of Mesa Systems' employees were quick to use the desktop and mobile app for their communications needs rather than relying on office phones.
With the sales and customer service agents working as a distributed team away from Mesa Systems offices, Mr. Davidson deployed 100+ seats of Contact Center for those teams. He set up Contact Center to their primary number with auto-attendant correctly routing calls to the right service representatives. Now, the sales and customer service agents can address customer needs from any location without missing a beat.
As an IT leader, Steven Davidson relishes the simplicity of it, the ability to use single sign-on and to be hands-on with the straightforward control panel. The reporting features for the Contact Center solution have also been useful. Mr. Davidson can watch a call go through the system and see additional callbacks from the same number. Doing so helps to track customer experiences and improve service.
"I like to have control over the system, and I like that I don't have to call Montana Phone every time I want to make a change. With other vendors, I'd be relying on them for every little thing," he said.
Overall, he's very happy with the level of support from Montana Phone and Intermedia and finds the Intermedia Knowledge Base to be very helpful. "The conversion went great, love the system, and when I need something, it works," Mr. Davidson concluded.