Nextiva Case Study | PetRelocation

PetRelocation is a company based in Austin, TX that keeps pets and owners together all over the world. They specialize in transporting pets from point A to point B when their families relocate. Moving pets can be a huge stress, but PetRelocation makes it simple for both owners and their beloved animals. They handle everything from pick up to drop off, including all the paperwork and doctor visits in between.

Timothy Phillippe works as a PetRelocation Consultant, acting as facilities manager, sales consultant, and security coordinator for TSA, which includes processing local vendors to be certified in order to drop off pets. When he started with the company about two years ago, they were already using VoIP phone service through Airespring. Coordinating international travel requires a lot of phone time. With 3000 to 4000 calls each month and local agents all over the world, they needed a more reliable partner for their communications needs.

Tim expressed his frustration with the old system, stating, “We couldn’t route calls, there was no phone tree… everything had to be transferred. It was wasting a lot of time for our business.”

He began doing research on other VoIP providers, and quickly realized he could get greater efficiency from other companies. This was when Nextiva caught his eye. The Nextiva App provided everything they were looking for. PetRelocation had been using softphones, and wanted to continue using softphones for the mobility and ease of use. The App offered a phone tree, overall greater usability on the backend, a chat feature, presence and more. The great customer support Nextiva is known for was just another bonus.

After speaking with his leaders, Tim was able to pull the trigger and get started with Nextiva. While there were some setbacks with their old provider, “Set up with Nextiva was seamless,” even while PetRelocation was in the middle of relocating themselves.

The biggest gain from switching to Nextiva was the time they got back from building an Auto-Attendant and phone tree so calls could be routed correctly and individuals could be easily reached without manually transferring. They also began using Nextiva vFax, an online faxing service that is included with their phone service, without any issues. Internal communications improved as well. Everyone in the office now uses the chat, presence, and video chat features of the Nextiva App, and they are working on learning even more about how they can use their phone system to grow their business.

“We’re always discovering new features. We wanted a way for managers to listen to calls, and with a simple call to Nextiva Support, we found out that the ‘barge-in’ feature already exists!”

“Nextiva absolutely solved the communication problems we were having. It was a god-send. The little things made a world of a difference,” said Tim. “We have saved a lot of time. Nextiva makes us more productive, and has been amazing for streamlining our business.”

Beyond being impressed with the features, Tim has found that Nextiva provides extremely reliable customer service. “I rarely even need to call in to get support, because the support materials and video tutorials that are available online are comprehensive and walk you through things step-by-step. It’s all available for you and easy to understand.”

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"Nextiva makes us more productive, and has been amazing for streamlining our business."

Tim stated, “We had VoIP with our former provider, but now we have a total communications service. The Nextiva App is not your cell phone; it’s a great feature of Nextiva’s VoIP phone service, and is definitely the one I’d recommend.”

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