Tech Company Switches to Vocalocity (now Vonage Business Solutions) to Deliver World-Class Service
About 123 EDI
Since 1991, 123 EDI has delivered electronic data interchange servicesfor small and medium sized businesses across multiple industries. Based in southern Florida, the company provides high-end consulting services and software development for their international customer base, including a large number of wholesale distributors and healthcare organizations.
Early on, 123 EDI utilized a company-wide phone system that they had programmed and maintained in house. While this bespoke solution had had excellent features and was aligned with the high-end service that they delivered, the company decided to eventually outsource their communications solution to focus on their electronic data interchange services. To better focus on their core services as they expanded, they sought out a VoIP service provider who could provide the same feature set at a competitive cost and also offer expanded capabilities as the company grew.
“We wanted the same capabilities as before, but wanted to also manage geographically dispersed workers,” said Bernie Murciano, president of 123 EDI. “It’s been good for commuters to stay together within the same infrastructure as we have people in other countries and also within the U.S.”
Switching to Vocalocity (now Vonage Business Solutions)
Once Bernie began comparing providers, he looked at a number of options and focused on a combination of features and benefits but also relied on his gut feeling. After evaluating a number of solutions, he felt that Vocalocity’s (now Vonage Business Solutions) feature set, support and cost was the right combination that could deliver the most long-term value to their company. The no-contract option attracted him initially when vetting a provider, but says that it is no longer a factor as he’s pleased with the service and support.
“Vocalocity (now Vonage Business Solutions) seemed to have all the features that we wanted. I wanted to have call queues, be able to know where the call is coming from, and be able to route calls in different ways like a support queue or sales queue. The flexibility of roaming was important as we like to present a solid and sophisticated front to our clients no matter where we are.”
Switching was relatively easy – Bernie notes that many technology systems he has used are operationally sophisticated but don’t come with user-friendly interfaces. With Vocalocity (now Vonage Business Solutions), he and his staff members find the Admin and Users Portals very easy to use without a lot of necessary education.
These days, 123 EDI outfits their office with Cisco phones and regularly uses the Desktop for day-to-day interactions. The company has configured automation rules to handle calls, and employees can make administrative changes to their system from the online portals to configure call routing settings. If a customer calls 123 EDI’s support line and nobody is available, Bernie has configured the call to go to a specific voicemail so they know it won’t go unattended. Being able to provide a sophisticated and customer-friendly service was key in their decision making, and they use a combination of settings to ensure customer satisfaction.
123 EDI occasionally uses the new Reporting Analytics tool within the Admin Portal to measure data and gain insights into usage. They find the recording features and mobile apps useful, but primarily enjoy Vocalocity (now Vonage Business Solutions) for its business-class feature set that allows them to present a unified presence while employing their geographically distributed workforce.
“It doesn’t even matter if someone is in Singapore, South America or across the street. We needed a consistent phone system that we could use throughout the organization.”
The Bottom Line
Bernie initially selected Vocalocity (now Vonage Business Solutions) because it could provide his business with the same corporate features they had come to rely on from a communication system, and because it had the promise of scaling with their company as it grew.
It didn’t save them money in terms of a monthly bill, but now they don’t have to support a phone system which contributes to overall value and cost. Although 123 EDI is a technically-minded company, their adoption of Vocalocity (now Vonage Business Solutions) as a technical partner now allows them to focus their service on customers even more.
“Maintaining a system in house for a small company is more costly. You have to allocate time and expertise and we don’t want to be in the business of supporting a phone system. We’ve had great service with Vocalocity (now Vonage Business Solutions), it’s very straightforward and I like to see that in a system like this.”
To learn more about 123 EDI, visit www.123edi.com