Case Studies
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VisionCTS
690 Kintner Parkway
Sunbury, OH 43074
(800) 596-1992
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OBJECTIVE:
A growing business was frustrated with the ongoing costs associated with managing their phone system. Every move, add, change, or programming request resulted in another invoice. They wanted predictable costs, responsive support, and a communications provider that acted like a partner rather than a billing department.
Primary Issues to Resolve
The customer was trapped in the traditional telecom support model. Their phone system worked, but every adjustment came with a service charge. Need a new employee extension? Invoice. Change a call flow? Invoice. Update a voicemail box? Invoice. Over time, these costs added up and created hesitation to make even simple improvements.
Issue 1: Unpredictable support costs – Routine changes required service calls or billable remote support, making it difficult to budget for telecommunications expenses.
Issue 2: Delayed response times – Simple requests often required scheduling with a vendor, creating delays for changes that directly impacted business operations.
Issue 3: Multiple vendors and support contacts – The customer found themselves navigating different providers for phone service, system maintenance, and technical support, leading to confusion and finger-pointing when issues arose.
SOLUTION IMPLEMENTED
Migrated the customer to the CTS hosted voice platform – By moving to a cloud-based solution, the customer gained a modern communications platform that is centrally managed and easily scalable as their business grows.
Included programming changes and support as part of the service – CTS takes a different approach than traditional telecom providers. Routine moves, adds, changes, call flow adjustments, voicemail updates, and user administration are included as part of the monthly service. No surprise invoices. No hesitation to make improvements.
Consolidated support into a single point of contact – Instead of juggling multiple vendors, the customer now has one provider responsible for both service and support. When assistance is needed, they make one call and CTS handles the rest.
Improved flexibility for future growth – New users, new phones, office moves, remote workers, and changing business requirements can all be accommodated without requiring major system changes or expensive service visits.
Results
The customer now enjoys predictable monthly costs, faster response times, and a communications platform that evolves with their business instead of holding it back.
More importantly, they no longer avoid making changes because they're worried about getting another invoice. Their phone system is now a tool that supports their business—not another expense that has to be managed.
At CTS, we believe support should be part of the service, not a revenue stream. When our customers need help, they shouldn't have to wonder what it's going to cost. They should simply get the assistance they need and get back to running their business.
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690 Kintner Parkway - Sunbury, OH 43074 - (800) 596-1992
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