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Vertical Customer Case Studies

Entertainment
Financial Services
Healthcare
Law Enforcement and Security
Law Firms
Municipalities

Pharmacy
Real Estate
Retail

Entertainment

UTIX Group, Inc
A leading pre-paid gift card company, Utix Group, Inc., employed an outsourced call center organization to solicit new customers and to assist card recipients with card activation and redemption. As the company grew, Utix wanted to move the call center function in-house so it could more closely monitor customer service issues, provide more sophisticated business data for decision making purposes and reduce business costs. Utix installed the Vertical TeleVantage™ business communication system with a custom Interactive Voice Response (IVR) application that has helped Utix run its business more effectively and deliver dramatic bottom line cost savings.
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Financial Services

Household International
When a nationwide consumer finance lender sought to boost revenues while improving customer service, the answer was to promote nationally but respond locally. Would it be possible to increase the revenue of its domestic consumer-lending companies by combining the voice and data functions of its branch offices into one system? Household International, a leading provider of consumer loans and credit insurance products in the US and Canada, recently asked itself that question-and found that the answer was a resounding yes. Household's installed an InstantOffice® system to handle customer inquiries more efficiently and with a more personal touch.
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First National Bank
First National Bank in Fleetwood (Pennsylvania) is dedicated to serving its customers and community by delivering leading edge financial products and services with the personal touch. Yet their existing phone system was maximized and lacked basic functionality, which was negatively impacting the level of service the bank delivered. After comparing several leading systems, TeleVantage was chosen to provide the bank with the call handling, expansion, flexibility and maintainability they needed. The results with TeleVantage® are impressive - the bank experienced a twenty-five percent increase in efficiency, saved thousands of dollars in service fees and streamlined the customer service process across-the-board.
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The PrivateBank and Trust Company
The PrivateBank and Trust Company needed to replace its obsolete phone system with one that would keep pace with the bank's rapid growth, reduce costs, be easy to learn and use, and reinforce their commitment to providing the finest in distinctive, individualized service to clients. By choosing TeleVantage, the bank has achieved these goals and more, including saving over $60,000 and significantly improving both efficiency and client service.
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Colorado United Credit Union
Colorado United Credit Union was experiencing a tremendous growth spurt, nearly doubling in size. As the business expanded, so did their technology needs, prompting a search for an advanced phone system environment that would enable the credit union to continue the delivery of quality member service, while also being reasonably priced and easy to use. The credit union found what they were looking for in TeleVantage as it has proven to be a valuable tool for increasing efficiency and improving member service.
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Shelter Mortgage
Shelter Mortgage's phone system hindered the company's ability to effectively respond to customer calls, resulting in the loss of precious business. Shelter turned to TeleVantage to get all the expandable features that the company needed in one user-friendly and cost-effective package. The advanced call handling features of TeleVantage helped Shelter to increase sales, improve productivity and enhance customer services - all while reducing operating expenses.
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Millennia Mortgage
A mortgage finance company in Laguna Hills, California, was overloaded with phone calls. TeleVantage helped Millennia fulfill all its customer service needs by implementing a new call center that allowed each agent to provide great customer service without spending a lot of money. Now Millennia Mortgage provides over 7,000 potential customers a day with information about mortgage rates, debt consolidation, and mortgage refinancing.
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Cameron & Roberts Insurance Agency
Cameron & Roberts, an insurance agency in Georgia, was hampered by the limits of their phone system as it lacked basic capabilities, was unable to scale with business growth, and provided unreliable service. Realizing the negative impact this was having on customer satisfaction and productivity, the agency installed TeleVantage. They are now reaping both financial and efficiency gains - saving almost $30,000 a year and increasing productivity by 20%, while also gaining control of their phone system and customizing it to meet their needs.
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Health Care

Apria Healthcare
In the healthcare industry, Apria Healthcare is recognized for its innovative use of technology to achieve competitive advantage. In keeping with this tradition, in 2002 Apria deployed a Vertical InstantOffice IP-PBX solution to reduce infrastructure complexity and costs and centralize the management of voice and data communications. Today the solution services 100-plus branch offices and Apria recently deployed Vertical InstantOffice MultiSite Reporter. Leveraging the data collected via InstantOffice, MultiSite Reporter enhances the visibility into Apria’s distributed operations. This enables management to streamline call-handling processes, provide a consistent, customer-friendly calling experience and optimize the use of the communications infrastructure.
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Georgia Reproductive Specialists
Georgia Reproductive Specialists, an Atlanta medical clinic focusing on the treatment of infertility and reproductive disorders, needed a new phone system that would maintain its strong patient relationships while allowing for its rapid growth. With TeleVantage, calls are easily routed, workflow has been streamlined, and various types of information is easily disseminated - privately and at any time of day. The clinic is impressed with the flexibility and ease-of-use of TeleVantage, and with the cost savings that they attribute to the phone system.
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Diversified Services
Diversified Services, LLC for Occupational Therapy, Physical Therapy and Audiology, a company based in Kenmore, New York, needed a phone system that could keep up with heavy call volume and remain responsive to urgent calls. Vertical's TeleVantage gave Diversified the efficient call handling, follow-me call forwarding, and personalized service it needed to meet the critical demands of a health care agency.
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Radiology and Imaging Center
The Radiology and Imaging Center (RIS), headquartered in Lakeland, Fla., is in the business of helping its referring physicians quickly and accurately diagnose their patients. Some of the firm's patients require immediate treatment, and its referring doctors require the best and fastest communications to quickly deliver the urgent care patients need. The challenge the firm faced was trying to manage different telephone systems for each of its geographically independent locations. The solution was an InstantOffice system, from Vertical.
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Law Enforcement and Security

Dracut Police Department
Responsible for the safety of its 32,000 residents, the Dracut, Massachusett Police Department sought a more sophisticated solution for its communications network. A move to a new facility prompted an extensive review of= newer technologies that could address the pressing need to improve department productivity and save money. The implementation of Vertical’s TeleVantage® system has allowed the Dracut Police Department to redirect personnel from tedious, time consuming tasks to more critical activities, saving hundreds of man hours with call recording capability and improved internal communications and public service.
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Vertical Comdial® MP5000 for E911
The rock-solid dependability of the Vertical Comdial MP5000 telecommunications system makes it the ideal platform for sophisticated E911 solutions built by industry leader Nine One One, Inc. of Denver, Colorado. The firm’s MP5000-based E911 systems are deployed in hundreds of Public Safety Access Points (PSAPs), including police, fire and EMS departments, and in healthcare organizations, government agencies and other mission-critical applications.
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Law Firms

Hackard & Holt Law Firm
When the law firm of Hackard & Holt was opening a 2nd office, they decided it was a perfect opportunity to replace their rigid hardware-based phone system. Since the phone is the firm's main method of communication with clients who are scattered across the country, it was important that the new system be user friendly and service-oriented. Other requirements included the ability to efficiently handle heavy call volume, administer the system in-house, and improve tracking and billing. Both offices are now using a single TeleVantage system, which is easily managed by the firm's IT staff, resulting in dramatic savings. The system's robust features also enable the firm to more accurately track phone usage and expenses as well as improve client service.
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The Rosen Law Firm
The Rosen Law Firm, a growing legal practice, urgently needed a phone system that would keep associates accessible to clients and the office. The firm chose TeleVantage for its innovative features such as seamless call routing, priority call handling and ease of use. With TeleVantage, the firm was able to increase productivity, save money and enhance their professionalism.
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The Garrison Law Firm
Garrison, Scott, Gamble & Rosenthal depend heavily on reliable communications to keep their busy law firm successful. With its wide range of features, the firm chose TeleVantage to help them communicate regularly with hundreds of clients. Since the install, the firm has experienced an increase in client satisfaction and office efficiency saving time and money, as well as an easy office move.
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Municipalities

Bedford County, Pennsylvania
Bedford County is home to approximately 50,000 residents and spans over 1,000 square miles in southern Pennsylvania. County government entities have been scattered across multiple buildings, each of which has its own non-networked, standalone telephone system. The County recently completed construction on a new centralized facility that will bring most county employees under one roof. To support the voice and data consolidation needs for the new facility, the County deployed the Vertical Vodavi® XTS-IP™ business communications solution to reduce telecommunications expenses, improve customer service and cut down on costly network maintenance and time-consuming administration.
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Pharmacy

CVS/Pharmacy
The largest retail provider of prescriptions in the U.S., CVS/pharmacy operates approximately 5,300 stores and is one of the leaders in market share in 30 of the top 100 U.S. drugstore markets. The company is building on its strong base with a growth strategy that calls for opening new stores annually in high-potential and existing markets.

In an effort to improve quality and service at all levels of the corporation, while at the same time reducing costs, CVS initiated a corporate-wide program to examine all aspects of the procurement of goods and services. CVS conducted an extensive review of in-store telecommunications systems as a part of the corporate-wide program. After a trial of the InstantOffice™ 3500 Integrated Communications Platform (ICP) from Vertical in its new stores and certain pilot markets, CVS decided to standardize on Vertical’s solution for all of its stores nationwide.
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Real Estate

Blue Ridge Realty
Blue Ridge Realty, a real estate developer and property manager in Raleigh, NC, was challenged by the limits of their existing phone system. The company's success relied on its ability to be always be connected, for both sales and service calls. Blue Ridge chose TeleVantage to help them improve operations and customer service. With robust features such as call handling and routing, "Follow-Me" call forwarding and customization, TeleVantage has delivered the results the company wanted, plus it helped to increase sales and improve staff productivity.
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NAI Welsh
NAI Welsh, a full service commercial real estate firm in Columbus, OH, needed a reliable, flexible phone system to service a high call volume, improve responsiveness to customers, and support mobile agents and property managers. With rich features, such as 'follow-me' call forwarding which enables callers from around the globe to connect immediately with their agents regardless of the agent's physical location, TeleVantage helped NAI Welsh to enhance customer service, improve agent productivity and increase sales.
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Retail

Winston Flowers
For over 50 years, Boston-based Winston Flowers has been a purveyor of the fine art of floristry with a commitment to delivering superlative floral products, award winning design, gourmet gifts and unsurpassed service. A third-generation florist with eight locations, a shopper-friendly website and 225 employees, Winston Flowers offers unique floral products and gourmet gifts that reflect the essence of their philosophy: “Essential to the art of life.”
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