Founded in 1977, Stanley Steemer’s franchise location in Charlotte, NC offers residential and commercial cleaning services including flooring, furniture, air ducts, and 24/7 water restoration. Maintaining their commitment to quality service, they continue to train employees to exceed customer expectations.
Keeping a clean home is part of maintaining a relaxed and happy household, and clean surroundings at work can boost employee morale and increase productivity.
For over 40 years, Stanley Steemer has been welcomed into homes and businesses as trusted experts to take care of their flooring for healthy work and home environments.
Jeff Bratschie is Director of Operations at two Stanley Steemer franchise locations in Charlotte, North Carolina, and Bernalillo, New Mexico.
His responsibilities include overseeing day-to-day operations and assisting training Technicians and Customer Service Advisors (CSAs). In 2017, these locations served 25,000 customers residentially and commercially.
We made a phone call to Nextiva and they were able to switch us over immediately, so we had no downtime. The temporary numbers Nextiva gave us rolled in, and it was seamless.
Eradicate Multiple Location Communication Issues
Bratschie’s locations had Avaya phones with a PBX for ten years. The PBX in North Carolina and New Mexico communicated with each other so the company’s CSA could answer calls for both locations.
Whenever a problem such as a dropped call, poor call quality, or a system outage occurred using the PBX, Stanley Steemer wasn’t sure if it was an issue with the carrier, internet, or the equipment provider.
Bratschie said this resulted in calling many people seeking a solution, and often none could provide an answer as to why the issue was happening.
These repetitive issues led Bratschie to research various communications systems.
A critical factor in selecting the right provider was finding one that could enable easy transfers between New Mexico and North Carolina, and the corporate call centers.
“If all the CSAs are busy, calls need to go to one of our three national call centers. Other providers were not able to have the two locations transfer to a call center,” Bratschie said. “In our search, we came across Nextiva, and they were able to provide what we needed.”
After reviewing Nextiva features and capabilities, including call transferring, Stanley Steemer switched in March 2017.