For a Robust, Truly Reliable UCaaS Solution, Fisher’s Technology Puts Its Name on Intermedia Unite™

"It’s us partnering together with Intermedia to offer best-in-class solutions."

The Background

From the time founder Tom Fisher first began to sell Underwood typewriters out of his Model T Ford in 1936, Fisher’s Technology has been built around meeting Idaho and Montana business customer needs. For several decades, that meant focusing on copiers, printers, and document management.

Starting in 2011, however, Fisher’s responded to a growing demand for “one phone call IT” services. Through its five key service packages – 247 Help Desk, SD Networking, Unified Communication (VoIP), Productivity Solutions, Device Management and Business Continuity Management – the company handles everything from purchasing and deployment to networking and troubleshooting. Customers can pick and choose from a menu of services or hand over their entire IT operation to Fisher’s.

Fisher's Technology

Company Profile:
Fisher’s mission is to make their customers extremely happy with their office technology.

Industry: Managed Service Provider

Headquarters: Boise, Idaho

Intermedia’s customer since: 2016

The Challenge

As cloud phone service grew in popularity, Fisher’s knew it needed a rock-solid solution that would provide the reliable, dependable service customers had come to associate with Fisher’s. But finding a provider that delivered a highly reliable solution that met Fisher’s stringent standards, AND one that allowed Fisher’s to sell under its own brand, was nearly impossible to find. Intermedia’s Cloud PBX delivered exactly the level of support and reliability Fisher’s, and its customers, were looking for. Plus, Intermedia’s private label partner program was unique in allowing Fisher’s to brand under their own name, preserving the customer confidence upon which it had built its reputation. 

Explains Fisher’s Technology Director of Programs, Mike Rudolph, “Our customers trust us and the relationship that we’ve built. It’s important to Fisher’s that we create a customized solution based on our clients’ needs while delivering a solution that reinforces our reliability and dependability,” Rudolph says. “To that end, we are extended members of our customer’s leadership and able to unify case management, security and support services across a single neck to choke.  Our client’s should not have to understand if there is an issue with their internet provider, hosted phone provider or the desktop/mobile device when opening a ticket, they have one number and organization to handle the event.  Intermedia has been a terrific partner for us because it allows us to own the relationship but is always there to provide significant sales, marketing, and service support whenever we need it.”

Unlike so many other partners, Intermedia lets Fisher’s be Fisher’s, he says. Customers can dive into Intermedia’s white-label portal without feeling as if they’re leaving Fisher’s network. Intermedia supplies all of the sales and marketing materials that Fisher’s can easily rebrand as part of its own sales and marketing efforts.

The Solution

Now Fisher’s sells packages that include Intermedia Unite™ -- Intermedia’s flagship unified communications solution. While customers certainly enjoy Unite’s features, which includes a full-featured phone system, video/web conferencing, team chat, file sharing & backup, and more, Rudolph says the products’ reliability is key. “Customers accept that the Internet goes down, that email might not work, that installing apps may take some time, but they absolutely will not accept their phones going down,” he says. “With a 99.999% uptime SLA and the dynamic feature set that Unite delivers – including call flip to a mobile phone should Internet service get interrupted – customers don’t have to worry about missing a call.”

On Fisher’s end, Intermedia Unite’s analytics (the recently introduced Intermedia Unite Envision analytics platform) help monitor and troubleshoot voice quality in real time. Unite Envision's customizable notifications and alerts can inform Fisher’s of any potential issues before they occur, keeping their customers connected, while further minimizing their service calls.

“Because of the great solutions Intermedia sells, the great sales, marketing, and service support they provide, coupled with the ability to white label their solutions, we are able to set our own margins, and focus more on selling and less on servicing and the other ancillary activities that cut into our profits. They even handle the complex taxation for us.” Rudolph says.

Because of the great solutions Intermedia sells, the great sales, marketing, and service support they provide, coupled with the ability to white label their solutions, we are able to set our own margins, and focus more on selling and less on servicing and the other ancillary activities that cut into our profits. They even handle the complex taxation for us.

MIKE RUDOLPH,
Director of Programs, Fisher's Technology

Products They Use

The Result

Intermedia has become an integral part of everything Fisher’s does in the IT space, Rudolph says. In fact, Fisher’s plans to open demo centers at all nine of its locations across Idaho and Montana to show customers exactly how Unite brings communications together. “We can route calls from a tablet to a Polycom desk phone to a conference room phone or a handheld cell phone with the Unite app on it,” he says. “Customers can get hands-on with all of these solutions right here in-house.”

Fisher’s also appreciates how Intermedia continually updates its technology and, even better, communicates new capabilities quickly and clearly to its partners… but only when it’s ready. “You guys would rather have a longer development cycle to ensure things work right rather than pushing something out the door prematurely,” Rudolph says. “Sometimes we might not like having to wait, but we know that you’re going to protect reliability and quality. Since the product carries our name, that really matters. And we appreciate that.”

In the end, Rudolph says, Fisher’s relationship with Intermedia is a true partnership.

“It’s not just us trying to sell Intermedia services and products. It’s us partnering together to offer best-in-class solutions,” he says. “You guys have an excellent phone system, and when paired with our SD networking, it’s an absolutely elegant solution.”

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