IODA, a digital music distribution company, needed to find a way to improve their customer communications and management visibility system. What the company was lacking was a consistent and centralized set of communications and management tools. Providing support to over 7,500 customers, IODA still faced challenges such as quickly identifying customers calling in, and efficiently finding account specific information.

 

Headquartered in San Francisco, IODA has branches all over the world. With its sales team geographically distributed and many working out of small branch and remote home offices, IODA found that there were no tools for automating outbound activity and there wasn’t a centrally managed system to track sales activity and opportunities. Their main challenge was their large number of smaller independent labels as customers.

 

“Before, our phone system was an island with no integration to our other systems…now, we have a wealth of customer information right from the time the phone starts ringing.” Steve Bronstein, COO, IODA.

 

When IODA started looking for a solution, the key factor for them was that the solution would have the capability to perform on a single platform.

 

“We went looking for pre-integrated solutions as we wanted all of our internal developers and resources to stay focused on our core business. Given our requirements, we quickly narrowed down to a couple of large enterprise premise based systems, and Thinking Phone Networks C3 (News - Alert). The integration between the Voice, Communicator, CRM, and Analytics modules in the Thinking Phone Networks C3 is unique. Each of these is valuable in its own right, but combined on a single platform they deliver tremendous business value. All this without the integration work required of the premise based options,” explained Bernstein.

 

Thinking Phone Networks, a communications solutions software developer, infiltrated the problem head-on and initiated the C3 platform into IODA’s network.

 

“C3 Voice deployed for IODA is a fully featured hosted IP PBX. Polycom (News - Alert) IP 301 and 501 handsets were deployed to all the IODA end users including all the remote and international users,” according to Thinking Phone.

 

As part of the deployment, end-users received access to all the advanced features of a modern PBX (News - Alert) including voicemail, auto-attendants, call forwarding, voicemail to e-mail, integrated conferencing, fax to e-mail, ring groups, and more. A critical part of the deployment was to ensure proper Quality of Service (QoS) for voice traffic on the network. Thinking Phone employs QoS enabled network devices and internet connections to ensure business grade voice quality for all voice deployments.

 

With the help from Thinking Phone’s C3 Voice and Communicator modules, IODA employees were brought onto a common hosted communications platform. The immediate improvability of internal and customer communications, by providing a common set of communications tools, was seen early on after its installation.

 

"Management visibility into sales activity customer interactions has taken a huge step forward with C3 Analytics. We now have a comprehensive view into what is happening pre and post sales, and can drill down to actual customer communications data when necessary,” said Bronstein.

 

With the help of Thinking Phone Networks, companies can rest assured that they can provide communications solutions that are easy to use and install transitioning companies’ communications platforms effectively and painlessly.