We recently interviewed tech leaders across a wide range of companies to learn about top priorities and how they were overcoming obstacles in the way.
From the IT Manager of a 100+ person real estate firm, to the COO of a $42M law firm, all the way to the President of a logistics company with 20 staff members… our interviewees all landed on one or more of the following 5 priorities:
- Ensuring seamless customer service, regardless of where their staff is located.
- Making working from home easier.
- Offering faster service to customers.
- Reducing stress for both staff and leadership to improve company morale.
- Removing barriers like equipment purchases and security concerns while expanding to new locations.
As we dug in to understand what challenges stood in their way, particularly around communications, a few problems showed up in nearly every conversation.
First and most often, we learned that the shared stress between staff and leadership around missed calls and delayed responses to customers, while working from home, was hitting company morale and leaving everyone worried about customer satisfaction.
Second, the scant visibility their previous systems offered into how staff are using their communications system and responding to customers left leadership with shoulders shrugged and uncertain about their teams’ effectiveness while distributed across homes and offices.
Third, and just as common as the first problem, multi-step internal communications were making it harder to get customers connected with the precise person who could best answer their question… as well as getting staff connected to one another in an instant.
Lastly, and most common amongst the larger & quickly growing companies, on-prem telecom equipment and security concerns slowed expansion into new offices.
To hear the quick, 1 minute snippets of 5 of our interviews where the leaders we spoke with share what impact solving these problems had for them, check out the links below!
- “It was night and day in terms of usability & reliability” - IT Manager of a 100+ Person Real Estate Firm
- “Specifically, it’s the ability to let people be in on a ring group while they’re not in the office” - President of a Logistics Company with 20 Team Members
- “We were formerly on a physically dependent system… but now, it doesn’t really matter if we remain in our existing spaces or emerge into other physical spaces.” - COO of a $42M Law Firm
- “It’s easy to find, locate, and talk to [our staff]. We just call them on their cell phone, on the app.” - COO of a 102 Year old Printing Company
- “Our staff can seamlessly continue to service the membership, whether in the office or at home.” - CIO of a 24,000 Member Union