A Move Worth Making to Scale & Measure Customer Service

For Move Happy, a Los Angeles-based umbrella corporation that oversees four moving companies and serves more than 4,500 clients every year, moving goes far beyond the simple act of shipping someone’s belongings. According to Tia Aleksandrova, the company’s project manager, “We are a moving company, but we don’t see what we do as just moving things from one place to another,” she said. “We are in a customer service business. Happy clients are our highest priority. We do everything we can to ensure that the process of relocating to a new home, which can put a lot of stress on a person, is easy and stress-free, and clients have the best possible experience.”

It was this commitment to their customers that led Move Happy to begin the search for a new phone service provider in early 2018.

Previously, each of Move Happy’s subsidiary corporations used different VoIP-based phone systems.

Some had RingCentral, and others had tried Broadvoice. But none of Move Happy’s locations was satisfied with their service.

They encountered issues with slow and unresponsive dashboards, underwent challenging implementation processes, and experienced poor customer service and call quality.

None of the systems provided the level of service that Move Happy depended on to grow their business.

“Because we are in a very dynamic environment, and sometimes make changes every day, we needed a provider with a lot of support,” Aleksandrova said.

“But we were not happy with the service from our previous providers. IT was unreliable, and if we can’t connect to our own customers, we cannot achieve our goals as a business.”

Use One System to Deliver Company Goals

Move Happy first heard about Nextiva through Telergent, their IT partner, through PSI Net. According to Aleksandrova, the NextOS Portal was the first feature that piqued their interest in Nextiva.

“We fell in love from the beginning with the portal and dashboard,” she said because it looked so intuitive and easy to use.

Connect and Form a Real Partnership

More importantly, Move Happy recognized Nextiva as the single provider who shared their most essential value — an unwavering dedication to customer service.

“We were so impressed with our Nextiva Channel Manager’s presentation. He wasn’t just coming to sell a product; he showed us that Nextiva works like a business partner who can help us, and that was very important.”

Shortly after, Move Happy settled on Nextiva, officially signing on in March 2018.

The implementation of seventy lines of service proved to be a seamless experience across locations.

“I don’t think a lot of people even realized we switched providers; that’s how smooth it was,” Aleksandrova said.

A Virtually Invisible Transition

At Move Happy’s request, Nextiva was able to easily unlock the different locations’ existing phones, integrate the ten new phones purchased from Nextiva, and also port most of the existing phone numbers from previous providers. From many employees’ points of view, the transition was virtually invisible.

Satisfy All Your Business Needs

“Now, the control we have over our phone system is insane,” said Aleksandrova.

“Nextiva has been doing an amazing job to satisfy all our needs. The dashboard analytics are responsive, and we can see the number of inbound and outbound calls in certain departments.

This is important for sales so we can evaluate and strategize to see call volume and adjust staffing if needed.”

Frank Rivera, the company’s sales manager, seconded Aleksandrova’s emphasis on Nextiva Analytics as an invaluable asset to company-wide productivity.

“In sales, we use reporting and monitoring so we can show our team how many calls they answered, what their call time is, and what their strategy might be on a specific date or time frame when we’re getting more calls,” Rivera said.

“Because we’re dealing with different time zones, it’s very important that we’re able to give enough support to our customers. Being able to advise and show [the salespeople] specifically what is going on is the most important part for me, and it was a huge selling point for me in choosing Nextiva.”

Receive Every Important Phone Call

For some team members, the Nextiva App is the most heavily used feature.

“If a salesperson gets up for a meeting or to go to lunch, the App allows their desk phone to ring simultaneously with their cell phone. They can have a break, and still receive that important phone call,” said Rivera, the company’s sales manager.

“Implementing the App and having access to our customers and to the phone lines at all times is crucial.”

Additionally, all departments—sales, finance, human resources, marketing, customer service, logistics, and storage—use Auto Attendants to address customers needs and provide faster solutions efficiently.

“We’re still discovering new features constantly. I am very sure we are going to be pleasantly surprised even more in a few months from now,” Aleksandrova said.

Move Happy also reported positive interactions with Nextiva Support. “The support is immediate. They know what the issues are and resolve them quickly,” Aleksandrova said.

“You don’t get that feeling that you’re speaking to somebody because you have to. It’s a pleasure to give Nextiva a call to make an adjustment because it’s always a nice conversation. Our Channel Manager is extremely responsive, and we feel taken care of.”