8x8 Case Study

An 80 location mortgage company was facing issues with responsiveness and support from their existing voice provider. Business needs were changing and the provider was inflexible adjusting their contract and rates, forcing them to assess new providers.

Through discussions with Vertiwave, their technology advisor, a couple major issues were uncovered. In particular, the company was spending a large amount of time and money every month to fly technicians to their remote locations whenever there was an issue with their phones. Wanting to stick it out with their existing Polycom hardware, their complex on-prem environment motivated them to consider a hybrid model. Several different voice offerings were assessed. The customer knew they needed flexibility, disaster recovery, analytics and improved support virtually and on-site.

After five months of assessing vendors through TBI, 8×8’s hosted voice solution was selected. Vertiwave and their customer were pleased with the responsiveness of 8×8 during the presales process, the level of customization in their presentations, identifying the customer’s pain points, and the solutions’ flexibility. Along with 600 hosted voice seats, an analytics package was purchased to help the customer monitor and track call quality and remotely diagnose/troubleshoot. An eFax solution and virtual meeting application were also added. The deal closed at over $12,000 MRC over 36-months for a total contract value of more than $430,000, a rate still lower than their previous solution.

Vertiwave began working with this customer by developing custom software. As they have expanded their offerings with the customer, so have they expanded their partnership with TBI. Shortly after the hosted voice deal closed, the customer purchased a separate Disaster Recovery solution, also from Vertiwave. Vertiwave has been pleased with the selection TBI has to offer and the level of service and support they receive. They joined the TBI family only recently, in 2015 and have seen growth in their business ever since.

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A mortgage company with more than 80 locations nationwide.

Vertiwave is a technology consulting, development, and services company with one motto, “Cost should never determine quality.”

8×8 is a trusted provider of secure and reliable enterprise cloud communications solutions operating in over 100 countries.