Archive for the ‘Customer Success Story’ Category


Nextiva Customer Success Story: Progressive Medical Center

Progressive Medical Center is a national integrated medical clinic headquartered in Atlanta, Georgia. They cater to patients with a variety of medical conditions and each center contains a blend of MDs and naturopaths that work together to help patients identify the root cause of their symptoms. With plans to expand the number of locations in the coming years, Progressive Medical Center was in need of a scalable phone solution that could easily grow with their business.

After looking at past few invoices and noticing that their service fees were consistently high every month, Progressive Medical Center knew they needed to switch to a phone solution that better fit their business needs. Carey Spurgeon, New Patient Acquisition Manager, explained the importance a reliable phone service, attentive support and no service or maintenance fees were for their business. After extensive research, they found that Nextiva met all their criteria for the ideal phone service provider. Nextiva’s 100% U.S.-based support takes care of all Progressive Medical Center’s questions and account updates at no additional fee, significantly reducing their operating expenses.

Implementing Nextiva’s cloud-based business phone system has provided Progressive Medical Center with many benefits, including:

  • Opening more locations across the U.S.: With plans to open more locations and grow their staff across the country, Nextiva’s phone solution easily connect all of their offices and additional lines of service can be added to their account in minutes.
  • Flat monthly fee per user: Unlimited long distance calling within the United States and Canada has saved the company significantly.
  • No service fees or hidden costs: All customer support and system maintenance is included in Nextiva’s flat monthly fee per user. Now Progressive Medical Center always has the latest technology and can make changes to their account and call flows without the fear of racking up an expensive service bill.
  • Reliable service and exceptional call quality: It is imperative that patients can creach the medical offices whenever there is an emergency, so they need reliable service with crisp call quality to build trust with the staff and physicians over the phone.
  • Employees have access to their business phone anywhere: Medical emergencies don’t follow a 9-to-5 schedule and can happen at any time. The Nextiva App allows doctors and staff to stay connected and assist patients with emergencies so they get the care they need, when they need it.

Meet Carey Spurgeon, New Patient Acquisition Manager, and hear her share her story in the video below. 


Nextiva Customer Success Story: Charlotte Geek

At Nextiva, our goal is to simplify business communication so you can focus on the important stuff, such as running your business. Our products and features are designed with the busy professional who is always on the go in mind. Our cloud-based phone system allows users to increase their productivity, flexibility and mobility with the NextOS platform. We are excited to introduce you to Charlotte Geek, one of the businesses we serve that takes full advantage of our mobility features.

North Carolina-based Charlotte Geek is an IT collective made up of IT professionals who have been permitted by their current employers to assist other small businesses in the area with IT skills that they do not currently have. Paying a monthly fee for an IT consultant is not realistic for many small businesses, especially those that only need assistance with technology-related questions or issues a few times a month. Charlotte Geek provides these local businesses with an affordable resource that is essential to their business success. IT professionals that are a part of the collective are scattered throughout the city and work on an as-needed basis for Charlotte Geek. These IT professionals are often on location and needed a phone system that they could access from anywhere so they didn’t have to provide multiple numbers to their clients.

Daniel Pentecost, Founder of Charlotte Geek, and his team were in need of a phone system that provided them with all of the traditional features of a business phone system, but allowed them to access their phone while out in the field. Additionally, they wanted to have the ability to easily transfer calls from their desk phone to their cell phone, without the client they were currently speaking with knowing as they are frequently running from one location to the next.

The NextOS platform, and specifically the Nextiva App, provides Charlotte Geek with numerous business benefits, including:

  • Mobility: Charlotte Geek IT professionals are always on the go, and they need to have the ability to easily transfer a call, put a client on hold, or instant message a colleague, which is all made possible by the Nextiva App.
  • HD Voice: Crystal clear voice quality is essential for Charlotte Geek. The team is often on the road running between client appointments, and the HD Voice feature builds trust with their clients and shows them that they are a professional company that will take care of their IT needs.
  • Amazing Service: Charlotte Geek knows they can count on Nextiva to make updates to their account quickly so they don’t experience service interruptions, whcih are common with traditional phone providers.

When discussing the importance of Charlotte Geek’s phone system, Daniel said, “A phone is the lifeline of our business, and I absolutely consider Nextiva to be that lifeline for us.”

Meet Daniel and hear his story in the video below:  


Nextiva Customer Success Story: Defy Gravity

We love visiting the businesses we serve and learning more about their business and how they use their phone system. On a recent trip to North Carolina, we had the pleasure of visiting Defy Gravity, an indoor trampoline park based in Charlotte, North Carolina, with other locations throughout the state. With 10,000 square feet of open jump space, a dodge ball court, basketball hoops, and foam pits, it is an exciting activity park that all ages enjoy. They recently added a ninja course featuring 13 obstacles that young and old can experience and conquer. The trampoline park also hosts a variety of parties and events, from birthdays to company team builders.

The company had previously tried another VoIP provider at their other locations, but was dissatisfied and frustrated with the customer service they received. When opening their Charlotte location, they knew they wanted to go with a different provider and did extensive research, which led them to Nextiva. From their first call with an Account Executive to setting up their system and making adjustments along the way, Nextiva’s team has been there for them every step of the way.

Delinda Hernandez, General Manager, told us about how the trampoline park uses Nextiva’s cloud phone service to communicate with customers and grow their business. Defy Gravity has received multiple benefits from switching to Nextiva, including:

  • Instant Updates: Changes to Defy Gravity’s phone system can be done with one phone call to Nextiva’s Amazing Support team. Also, Nextiva handles all maintenance and service upgrades to their phone system at no additional charge.
  • Reliable customer support: Nextiva’s support team is dedicated to resolving any issues that arise and will stay on the phone until they confirm that everything is working correctly.
  • Scales with business growth: Defy Gravity plans to add more parks in the future, and Nextiva’s cloud-based platform allows them to add users and additional locations to their Nextiva account in a matter of minutes.

Meet Delinda and hear her story in the video below: 

 


Nextiva Customer Success Story: HagBros Precision

Nextiva customer Hagbros Precision is a manufacturing solutions provider that designs and produces competitively priced molds at their Round Rock, Texas headquarters just north of Austin. Developed by a group of inventors, entrepreneurs, and metal workers, Hagbros focuses on precision tooling, mold making, and customer focused manufacturing solutions.

We met with Roya Foroughi, Project Manager at Hagbros, to learn more about how their team uses their Nextiva phone system on a day-to-day basis. “One of the things that’s really important is being able to talk to our customers on a regular basis, because one of the things we do is custom-order parts and machinery,” said Roya. “Having a good quality phone system that works around the clock is really important.”

Prior to Nextiva, Roya had to provide customers with multiple phone numbers to reach employees at their two different office locations. With Nextiva’s advanced call forwarding options, she’s now able to transfer phone calls to other team members, creating a much smoother customer experience. “If we have the connection between our two buildings, it makes things seamless,” explained Roya.

Another obstacle that the Hagbros team was able to overcome by switching to Nextiva was the necessity of clear call quality. Roya says, “When our engineers are on the phone with customers talking about parts they’re trying to order, it’s really important that they have clear conversations so they can hear the precise measurements.”

Meet Roya and the Hagbros team:

 


Customer Success Story: ABBOTT Engineering

We always enjoy meeting with Nextiva customers and recently had the pleasure of meeting the team at ABBOTT Engineering in Cardiff-by-the-Sea, California. ABBOTT Engineering is a full service HVAC and plumbing design firm that serves the greater San Diego area with building energy optimization, plumbing, humidification, engineering reports, and more.

Louis Abbott, President and CEO, told us about how his growing team of mechanical engineers uses Nextiva’s cloud phone service to keep in touch with contractors and clients. His business received multiple benefits from switching to a VoIP system, including:

  • Affordability– Previously, the team at ABBOTT had a single cordless phone that they passed throughout their 10-person office. Now, each employee is able to have their own desk phone at a price that the company can easily afford.
  • Scalability – Louis has enjoyed how easy it is to add new phone lines as his team continues to grow.  “All we have to do is just plug it in, and it works,” Louis says. “It caters towards growth.”
  • Advanced Features – Louis’s team enjoys utilizing Nextiva’s phone functions, especially voicemail-to-email and call forwarding so they can receive messages when out of the office (and on surf breaks!)
  • Accessible Customer Support – The ABBOTT team is able to reach out to the Nextiva support team whenever they have a question or issue so they can spend their day focusing on what they excel at: mechanical engineering.
  • Enhanced Company Image – The professional features and organized forwarding that Nextiva has put into place for the ABBOTT Engineering team has allowed their 10-person team to project the image of a larger company.

Meet Louis and hear his story:


Nextiva Customer Success Story: Nella Law Group

Cloud-based phone systems can benefit all types of office environments by bringing companies reduced costs and enhanced features. Nextiva serves over 100,000 businesses across the country, including thousands of law firms. We understand how critical it is, in particular for lawyers, to be able to handle clients’ calls properly every time.

Our latest Customer Success Story spotlight features Nella Law Group, a boutique law firm in Los Angeles that helps small and mid-sized businesses with their legal needs. We met with Rahsaana Allen, founding and managing attorney of Nella Law Group, to find out more about her team’s experience with Nextiva’s phone service.

“Prior to Nextiva, I had the standard Verizon basic business plan. It was very expensive and it didn’t offer a lot of flexibility,” Rahsaana explained. “I did a lot of research into what voiceover IP company I wanted to go with…Nextiva stood out from the pack.” Her team and clients are now able to experience:

  • Accelerate client response time – It’s impossible to be in the office 24/7, but features such as Voicemail-to-Email allow Rahsaana to receive messages any time, from any place.
  • Reduce monthly expenses – “I’m able to offer my clients a much more competitive legal rate,” explained Rahsaana. One of the greatest benefits of VoIP service is a bundled flat monthly fee.
  • Eliminate answering service – Multiple Call Recording options allow the Nella Law Firm team to ensure that clients are able to reach the right line every single time, whether they’re dialing an extension or main number.
  • Increase billing accuracy – Rahsaana can easily access phone records from the customer dashboard to review phone recordings and read call history reports to ensure an accurate client bill.
  • Boost productivity – Rahsaana’s team can now instantly swaps calls from one device to another with no hang-ups or hold time, allowing them to remain mobile throughout the day.
  • Improve client relations – The Nextiva dashboard lets the Nella Law Firm team access reports that show call trends that can affect staffing and other business decisions.

Meet Rahsaana and hear her story here:

Time is money for a business, especially for law firms. We understand that efficiency and productivity are a key to maximizing the time small business owners have to serve their customers. Give us a call at 800.799.0600 to chat with us about what phone system and features could best benefit your business!


Nextiva Customer Success Story: Austin Cake Ball

Part of our goal at Nextiva is to ensure your phone system is optimized so that you can focus on providing great service to your clients and customers this holiday season.

We’re always eager to hear feedback about our system and service, which is why we love to meet face-to-face with customers to hear their candid opinions about Nextiva. Our Customer Success Story series has taken us across the country to speak with small business owners in a variety of industries, and we are excited to introduce you to our first restaurant spotlight: Austin Cake Ball.

Texas-based Austin Cake Ball resides within Copper Restaurant & Dessert Lounge just north of the city in The Domain shopping center. Diners can satisfy their sweet tooth with a full menu of bite-sized cake balls, in addition to the full dining and cocktail menu that the restaurant has available.  The holiday season means that Austin Cake Ball expands their menu from classic options such as chocolate, red velvet, salted caramel, and Oreo to include festive flavors like pumpkin spice and white chocolate peppermint. In addition to shoppers dropping in from the nearby shops, the restaurant receives a steady stream of dining reservations and cake ball to-go orders – especially in the fall and winter months.

Austin Cake Ball Office Manager, Christi Greene, explained why their business decided to switch to Nextiva, “Before we used Nextiva it was extremely frustrating; we would unfortunately hear stories of people not being able to connect to us and our business.” And those were only the stories that Christi’s team heard – how many other potential customers had they lost because phone calls weren’t coming through?

Anticipating high volumes of bakeshop custom orders and restaurant reservations over the holidays, Christi looked to other business phone solutions so that their phone communications wouldn’t be hindered. “When folks reach out to us via telephone, it’s essential that we’re there to answer the call and that they don’t get a busy signal,” Christi says. Nextiva was able to give her team this peace of mind.

“With our Nextiva service, I know that our guests and clients are able to reach us, make their reservation or place an order and receive great information,” explained Christi. “Our phone system is our lifeline to the outside world.”

Meet Christi and hear her story here:


Nextiva Customer Success Story: MaidPro

Nextiva customer MaidPro has a simple vision: to clean up North America. Their nationwide residential and commercial cleaning service brings trained professionals to rid customers of dirt at surprisingly affordable rates. Founded in 1991 in Massachusetts, MaidPro has recently franchised their cleaning business into offices across the country.

The Nextiva team traveled to Boston to meet with Jeff Wechsler, VP of R&D and Technology at MaidPro, to learn more about the organization and how cloud phone service can benefit a franchised company.

Jeff explained how the transition into adding franchisees led to the need for a more intricate phone system. He shared with us, “When we originally built our model, the only option was to get copper. To be able to handle multiple calls simultaneously, you’d have to get multiple lines, and it became very expensive and cumbersome.”

Eventually, these annoyances led the MaidPro team to look into alternative communication options. What Jeff’s team found with Nextiva was a partnership that was able to make their business communications:

  • Simpler – MaidPro is now able to provide franchisees with a system that is simple to set up, use, and obtain support. As a franchisor, we need to ensure that our franchisees get support from the vendors that we help line up for them,” Jeff explained.
  • Easier – MaidPro can now provide franchise owners with a phone system that can be activated by simply plugging an IP phone into an Internet connection. “This solution makes it a heck of a lot easier for us,” he said of communications in the cloud.
  • Faster – Things move rapidly within MaidPro, as they’re constantly adding new franchises across the country. Jeff told us, You want someone picking up the phone that can actually help you. There’s always work for us and our franchisees end up getting the support that we require.”
  • More cost efficient – MaidPro discovered the attractive cost benefit of VoIP that thousands of other businesses across the country have experienced: a flat monthly rate payment structure instead of being charged per-minute, which has improved their franchisees’ profit margins.
  • More manageable – “One of the real benefits we’ve always found with Nextiva is that their infrastructure is designed in such a way that it makes it very usable for franchised and distribution organizations,” explained Jeff. The cloud system allows business owners to have hands-on access to their own system, or simply call Nextiva’s Support Team for immediate assistance

Nextiva Customer Success Story: Five Star Tours

The leading tour bus company in San Diego, Five Star Tours and Charter Bus Company is a family-operated business that specializes in international group transportation and tour services along the Californian and Mexican coasts.

We recently met with Alfonso Hernandez, General Manager of Five Star Tours, to chat with him about how his company uses their phone system to conduct their business operations.

Located in a bustling train station, the Five Star Tours team used to have a phone system that was connected to the station’s PA. This proved to be a headache throughout their day-to-day activities, as the system consistently dropped calls, didn’t support caller ID, and wouldn’t accurately transfer calls. On top of that, they would receive conductor messages over their phone calls. It was time for a change.

We were happy to hear Alfonso report that Nextiva’s phone service gave them a 100% turnaround. They can now hear their clients clearly, and they have programmed their call forwarding functions and hunt groups to give the team more freedom of mobility.

Best of all, Nextiva gave Five Star Tours a competitive advantage. That’s the goal of Nextiva’s products and services – to make your day easier and give you a leg up on your competition. We’re glad that we were able to make that happen for Alfonso and his team.

Hear his full story here:




 
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