Perhaps the hardest part of being an IT services provider is finding the right vendor to partner with.
That’s a lesson that Davis Technologies learned the hard way.
As a HIPAA-certified provider, 80% of this Illinois-based company’s customers come from the healthcare industry. In early 2014, Davis spotted a need amongst their customer base for improved voice communications. So they partnered with a VoIP provider to meet this need.
The problems began immediately: the vendor couldn’t provide the right price point, the right feature set, or the right level of support. With both regulations and customer expectations being as high as they are in healthcare, Davis had to find a better solution for their customers—immediately.
Davis Technologies provides businesses with enterprise level IT services in the St. Louis Metro East area
Industry: IT service provider
Headquarters: New Baden, IL
Intermedia’s customer since: 2011
Davis had two main issues. First was finding a phone services partner that was versatile enough to satisfy their broad client base.
The larger customers, like medical centers and urgent care clinics, expect advanced features like interoperability between sites and call centers. At the same time, they wished to avoid large upfront expenditures. Smaller customers may need more basic functionality but were more sensitive to cost.
The second big challenge for Davis Tech was getting the support they needed. Because phones systems were new to their portfolio, they anticipated some difficulties in the first few sales they made. However, “when I called for support for my customers,” as Robert Davis, COO of Davis Tech put it, “it seemed like my call was an imposition on the vendor — as opposed to them offering help to get my issues resolved.”
Davis needed to find an alternative phone service provider, and fast. They asked their partner, Ingram Micro, for a recommendation. Ingram recommended Intermedia’s Cloud PBX.
As a first step, Davis wisely decided to test-drive Cloud PBX within his own company.
It was an immediate success. “We liked Cloud PBX so much,” Davis said, “that we decided to start recommending it to our customers. It gave us the combination of feature set, price point, and interoperability between multiple sites that made it a good fit for our healthcare customers.”
Davis Tech became an Intermedia partner in July of 2014. They started by selling Intermedia’s Cloud PBX services and saw immediate success due to its attractive value proposition. With Cloud PBX, Davis could deliver a comprehensive set of features for a variety of customers. For clients who were looking for mobility and interoperability, they could literally take the phones home with them, plug them in and still remain on the workplace phone system. Those features are included at no additional cost, as are call routing and auto attendant features.
Another key aspect that helped them win business over lower-priced competitors was the fact that Cloud PBX is served from the cloud, which allows the service to function independently from any local issues that could bring on-premises systems down. “Even if the building were to catch on fire, I could have new phones here the next day that they could plug into a temporary office to be back up and running.”
But beyond features, what was Cloud PBX’s impact on the business?
We've actually been able to increase our sales about 150 percent since we've become partners with IntermediaRobert Davis, President,
Davis Technologies Inc.
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“We've actually been able to increase our sales about 150 percent since we've become partners with Intermedia,” Davis says. “We had never sold phone services before, so this has greatly expanded our portfolio.”
The partnership has been a win-win for both Davis Tech and their customers. “My customers have been able to see immediate savings after switching to Cloud PBX,” Davis said. “For one customer, I was able to lower the phone bill from roughly $4,000 a month to around $950.”
On the support front, Davis is happier than ever. He can now confidently compete for any deal, knowing that Intermedia is there if he needs support in making it happen—both sales support and technical support. “I called probably twenty or thirty times,” he says of his first sale, “and not once was Intermedia anything but very helpful. They certainly never made me feel like they were annoyed that I was calling.”
“My customers are very happy with the level of service they are experiencing,” continues Davis. “And for us it’s been rock solid. I would recommend partnering with Intermedia in a heartbeat to anybody.”
The success in the phone business encouraged Davis to start selling more Intermedia services. Davis Tech is now offering Exchange Email, and are on their way to sell the entire Intermedia portfolio.
Learn more about selling Cloud PBX as an Intermedia partner.
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VP of Business Development, Uptime Systems