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The Client: Innovative Insulation

The Account Representative: Lee Wise

The crucial nature of the Partnership Review – it can’t be understated.

It was during this three-month meeting with a client that Lee Wise introduced CommCare, Datamax’s signature Unified Communications as a Service (UCaaS) solution, as a potential opportunity. The new solution has brought more capabilities, and trusted local support for Innovative Insulation’s communications platform.

The Business Challenge

The client was an existing TechCare customer that was still using Plain Old Telephone Service (POTS), and knew that an antiqued phone system was holding them back. The company had already signed off on another phone solution (just a week before Datamax unveiled CommCare), but was interested in potentially exercising its 30-day out because of the trust that Lee had built with the company.

“I make it a point to stay on top of current and future needs, particularly with the Partnership Review,” Lee said. “A Lot of time and effort goes into those. And whether it’s good news or bad news, clients know that they’re going to hear from me often. I really believe that’s how I’ve developed trust with clients like Innovative Insulation.”

The Thought Process

“When I begin the conversation about phone systems, I don’t lead with UCaaS because most people don’t know what that means,” Lee says. “The first thing I did when we started CommCare was send an email out to all my clients letting them know of this new service.”

During reviews, he mentions that we’ve ventured into VoIP Phone Systems. He mentions, too, that it isn’t just a phone system: It’s a full communication solution with messaging, conference bridges, video, etc. all built into one solution.

If there’s interest, he begins asking questions like “What does your phone system not have that you wish it had?” “How much are you paying currently?”

“Because this is a UCaaS Solution, there’s many other places that can save them money,” Lee says. “ShareSync is a service built into it that could take the place of Dropbox. There’s a messaging solution, a meeting solution. So clients are able to drop some of these services they’re paying for.

In the case of Innovative Insulation, the decision came down to local support.

“With the other solution, it was ship the phones to them, unbox them and plug them in. And then log in and set up your settings,” Lee said. “Even though they’d had these phones up and running for a week, they didn’t know how to set them up, they didn’t know what they were doing.”

Datamax doesn’t ship phones, we deliver them. We set them up and provide training on the spot. Three weeks later, there’s another refresher training.

“That was the deciding factor in choosing us,” Lee says. “They really wanted that local support. We were a little higher, but we’d already been handling their IT, and they trusted us.”

The Prevailing Results

The phones have been up and running for two weeks now.

“The initial feedback I’ve gotten is that the systems have more capabilities than the other solution, and the onboarding process was simple and efficient, because they had the local support,” Lee says.