Rosenau Transportation prides themselves on providing quality of service to their customers across Western Canada. Without the ability to effectively communicate with those customers, that quality could have been at risk. Rosenau was looking for a collaboration system that allowed them to effectively communicate but also utilize the advanced collaboration features to rise above their competition. See how Ignite took the time to fully understand Rosenau Transportation’s requirements and provide a solution that made the transition easy.
When Ignite started working with Rosenau Transportation, they were working with an older phone system that was end of life and no longer supported by the manufacturer. It was no longer possible to get handsets or implement new features that would enhance their business. Given that the main communication mechanism for Rosenau to connect with their customers is through their phone system, this lack of support and the ability to use what would now be deemed common features, greatly inhibited the way they did business. Jason from Rosenau states “Not being able to take calls means we’re not taking orders and that means we’re losing revenue. (It is) Super critical that our phone system is functional”.
What was the process like working with Ignite?
“It was great because there was a lot of time invested making sure that the business problems were properly understood. The initial sales proposals were well thought out and it was apparent which areas would require thorough investigation. There was thought put in to the migration process before we even committed to a solution.”
What about Ignite’s solution stood out to you among the competition?
“The fact that multiple options were presented, with the pros and cons of each was helpful. The single biggest thing that stood out was that migration strategy. We didn’t even need to ask about it. Ignite came to the table saying “and here is how we can do a smooth transition from the current system to the new one.”
It was incredibly helpful that ignite conducted a needs assessment. People from ignite contacted our staff to understand what was needed. I think this is the biggest benefit of working with a consulting firm, and yet ignite is one of the few firms I have seen conduct such an assessment. The IT department doesn’t have the experience to understand issues with a phone system, let alone know how to design a proper solution. Ignite’s approach ensured that business problems were actually being identified and solved.
“It was incredibly helpful that ignite conducted a needs assessment. People from ignite contacted our staff to understand what was needed. I think this is the biggest benefit of working with a consulting firm, and yet ignite is one of the few firms I have seen conduct such an assessment.”
Did you encounter any challenges during the process that Ignite was able to help address/overcome?
There was very little documentation about our existing system. We decided to change internal staff at the start of our project because of how confident we were in ignite’s ability to deliver. During the project we kept finding little surprises and the guys at ignite were always able to deal with them quickly and effectively.
The business result from this new phone system? “No more chronic phone issues. When people do experience issues, we can resolve them because we have the support of the vendor and a partner like ignite.”
By working with ignite and implementing this new phone system, Rosenau saw great productivity improvements within their staff. Rosenau has multiple locations that are now connected together. Whereas before they had an unstable system that would constantly reboot and not work properly, they now have all branches working together and can effectively support users outside the main branch.
“The feedback about the new phone system from our users has been extremely positive.”
“What I appreciated the most about working with ignite is the pride they took in their work. There were issues and misunderstandings but they always worked to resolve them and earn back our confidence.”