Case Studies Select Voice & Data: Making Service Scalable via Domotz

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	Select Voice & Data: Making Service Scalable via Domotz

Select Voice & Data: Making Service Scalable via Domotz

Technology Category	Functional Applications - Remote Monitoring & Control Systems Networks & Connectivity - Network Management & Analysis Software
Applicable Industries	Education Telecommunications
Applicable Functions	Business Operation Facility Management
Use Cases	Predictive Maintenance Remote Asset Management
Services	Cloud Planning, Design & Implementation Services System Integration
Challenge	For smaller businesses and education, hosted voice services are generally easy to set-up, but as the systems scale, the requirements for the network become more demanding. Managed Switches and back-up networks become critical when dealing with services that can be considered mission critical for any business. As these networks become more complex, customers are generally less aware of the ramifications of moving offices, or taking a “phone” from their desk and plugging it into another desk. SV&D’s team leverages Domotz to immediately understand when a phone is “disconnected” and when it appears, even if it was plugged into the wrong port. In the past, a phone connected to the wrong port would mean that the phone would not provision to the network properly. The customer would be frustrated, not understanding what they have done, and a phone call to SV&D would occur. This frustration was nearly eliminated through Domotz’s ability to monitor and immediately alert on changes in the system. Read More
About Customer	Select Voice and Data (SV&D) is a telecommunications company with over 25 years of experience in the industry. They have built a reputation for quality service and rapid response, catering to a diverse range of clients including government, education, enterprise large and SMBs, and medical businesses that require hosted voice and network services. The company was founded by Bill Pedersen, who aimed to provide unparalleled customer service in an increasingly complex telecommunications landscape. SV&D offers carrier-grade service and support, partnering with top products in the market to meet and exceed customer expectations. Their business model prioritizes customer satisfaction and rapid response to issues, making them a trusted name in the industry. Read More
Solution	SV&D turned to Domotz to help scale their business and improve service delivery. Domotz provides active alerting on the phone LAN, notifying the SV&D team when a phone is removed or disconnected from the network. This allows the team to quickly address issues remotely, without the need for on-site visits. When a phone reappears on the network, a second notification is sent, enabling the team to resolve any port LAN or VLAN issues remotely. This streamlined process significantly reduces customer frustration and enhances service efficiency. Additionally, SV&D uses Domotz's External IP address monitoring to ensure that the cloud services used by their customers are accessible from their network. This helps identify and resolve potential network problems, such as domain name resolution issues or packet loss, from the customer's point of view. By leveraging Domotz, SV&D can provide proactive monitoring and rapid issue resolution, maintaining high levels of customer satisfaction while minimizing operational costs. Read More Log in to view content
Contents

Technology Category

Functional Applications - Remote Monitoring & Control Systems

Networks & Connectivity - Network Management & Analysis Software

Applicable Industries

Education

Telecommunications

Applicable Functions

Business Operation

Facility Management

Use Cases

Predictive Maintenance

Remote Asset Management

Services

Cloud Planning, Design & Implementation Services

System Integration

Challenge

For smaller businesses and education, hosted voice services are generally easy to set-up, but as the systems scale, the requirements for the network become more demanding. Managed Switches and back-up networks become critical when dealing with services that can be considered mission critical for any business. As these networks become more complex, customers are generally less aware of the ramifications of moving offices, or taking a “phone” from their desk and plugging it into another desk. SV&D’s team leverages Domotz to immediately understand when a phone is “disconnected” and when it appears, even if it was plugged into the wrong port. In the past, a phone connected to the wrong port would mean that the phone would not provision to the network properly. The customer would be frustrated, not understanding what they have done, and a phone call to SV&D would occur. This frustration was nearly eliminated through Domotz’s ability to monitor and immediately alert on changes in the system.

About Customer

Select Voice and Data (SV&D) is a telecommunications company with over 25 years of experience in the industry. They have built a reputation for quality service and rapid response, catering to a diverse range of clients including government, education, enterprise large and SMBs, and medical businesses that require hosted voice and network services. The company was founded by Bill Pedersen, who aimed to provide unparalleled customer service in an increasingly complex telecommunications landscape. SV&D offers carrier-grade service and support, partnering with top products in the market to meet and exceed customer expectations. Their business model prioritizes customer satisfaction and rapid response to issues, making them a trusted name in the industry.

Solution

SV&D turned to Domotz to help scale their business and improve service delivery. Domotz provides active alerting on the phone LAN, notifying the SV&D team when a phone is removed or disconnected from the network. This allows the team to quickly address issues remotely, without the need for on-site visits. When a phone reappears on the network, a second notification is sent, enabling the team to resolve any port LAN or VLAN issues remotely. This streamlined process significantly reduces customer frustration and enhances service efficiency. Additionally, SV&D uses Domotz's External IP address monitoring to ensure that the cloud services used by their customers are accessible from their network. This helps identify and resolve potential network problems, such as domain name resolution issues or packet loss, from the customer's point of view. By leveraging Domotz, SV&D can provide proactive monitoring and rapid issue resolution, maintaining high levels of customer satisfaction while minimizing operational costs.

Impact #1	SV&D can now respond quickly to customer problems without the need for on-site visits, thanks to Domotz's remote monitoring capabilities.
Impact #2	Proactive monitoring has reduced the number of phone calls from customers, as issues are often resolved before they are even noticed.
Impact #3	Domotz has enabled SV&D to maintain the highest level of support expected by their customers, even as the company continues to grow.

Impact #1

SV&D can now respond quickly to customer problems without the need for on-site visits, thanks to Domotz's remote monitoring capabilities.

Impact #2

Proactive monitoring has reduced the number of phone calls from customers, as issues are often resolved before they are even noticed.

Impact #3

Domotz has enabled SV&D to maintain the highest level of support expected by their customers, even as the company continues to grow.

Benefit #1	Reduced operational costs by minimizing truck-rolls associated with on-site visits.
Benefit #2	Proactive monitoring reduced phone calls from customers.

Benefit #1

Reduced operational costs by minimizing truck-rolls associated with on-site visits.

Benefit #2

Proactive monitoring reduced phone calls from customers.

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Overview

Select Voice & Data: Making Service Scalable via Domotz

Operational Impact

Quantitative Benefit