Category Archives: Case Studies

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Kinney Pike

Category : Case Studies

KinneyPikeLogo

Kinney Pike was founded in 1904, when the Steven C. Dorsey Agency formed to sell industrial life insurance policies. The Pike Insurance Agency operated separately at the time nearby, selling industrial health and accident insurance as well as business property & casualty insurance. Over the next several decades, the business names changed, the companies expanded and in 1969, the companies merged and the agencies formed Vermont’s largest independent property & casualty insurance agency, knows as Kinney, Pike, Bell & Conner.
Kinney, Pike, Bell & Conner continued to expand and strengthen their competencies by employing professionals dedicated to helping clients obtain insurance coverage with reputable companies at reasonable prices.
In 1976, Kinney, Pike, Bell & Conner was invited to become a partner in Assurex Global, a prestigious international consortium of top brokers worldwide, and today still holds the distinction of being Vermont’s only Assurex Global partner.

Today the company is known as Kinney Pike Insurance professionals and is still one of the largest independent insurance agency in the state of Vermont.

Challenge:

Kinney Pike had individual old outdated PBX’s at each office. The need to modernize, collaborate and better serve their clients was paramount. Angie Charron, the IT Manager researched several hosted companies and narrowed it down to 2-3 companies that offered hosted business class VOIP. This included IPNetVoice.

Initially Kinney Pike chose another company to do their hosted VOIP project, however , after 6 months of efforts to bring the solution on line it was decided the choice was not meeting Kinney Pike’s needs. Because IPNetVoice had impressed Kinney Pike with their presentation and knowledge of unified communications, though not chosen initially due to the organization size, Angie Charron contacted IPNetVoice, to ask for advice. After a few months of discussions and fact finding IPNetVoice returned to meet with IT, tested Kinney Pike’s network and determined that VOIP would work in their IT environment and be a suitable solution.

Execution:

IPNetVoice (IPNV) performed an audit of Kinney Pike’s network capacity in order to identify any latency, jitter and packet loss issues. Once capacity was verified, IPNV provided network modifications needed to leverage the existing investment in a Cisco VoIP enabled infrastructure and handsets for each location. Training was provided at each site and a follow-up training to cover any questions and provide the training to any users who had missed the initial sessions. The installation of the UC network was in parallel with the existing legacy telephone system. There was never an interruption of service. When the system was fully operational, tested and verified, IPNetVoice then migrated all the Kinney Pike voice lines from analog over to SIP and completed the cutover.

Solution:

Aaron Archambault, CEO of IPNetVoice recommended a trial set up so users could see the benefits of our solution. This was quickly accepted and the trial was a success. The solution proposed by IPNetVoice, put all communication devices, i.e. telephones, desktop computers, laptops, smartphones or tablets on one, hosted communications network. By taking advantage of Unified Communications technologies, Kinney Pike was able to eliminate separate telephone systems and long distance charges, reduce equipment overhead, reduce IT resources needed to maintain legacy systems and greatly increase the functionality of their communications network.

Summary:

Kinney Pike now enjoys the latest in technology and is leveraging it to improve client relations. Their internal staff can collaborate, via IM, Video, Voice and their tasks are simpler to accomplish. The best part is they are future proof. By choosing the hosted UC solution from IPNetVoice, Kinney Pike will always be up to date on current software for the system and any new Unified Communications applications. The onus is on IPNetVoice to do what we do best, provide top quality Unified Communications services at a reasonable price, without compromise. To quote Terrence Hughes, Treasurer & Vice President of Human Resources;

“ Since moving to our new phone system designed and implemented by IPNetVoice our phone calls are crystal clear and the phones are easy to use. With the caller ID in place, we can see who is calling and greet the caller accordingly. The conversion from our old system to the new system was seamless. Aaron Archambault CTO came in and did all of the setup and training. IPNetVoice took care of the porting over of our numbers and the back room programming of the system. We had to tweak a few things but as soon as we reported the issue to IPNetVoice, they immediately took steps to have the system work in the manner we wanted.

With this new phone system in place, our staff can now more easily process our customer’s calls to the appropriate agent, providing more timely customer service which will generate greater customer satisfaction. All of the features that IPNetVoice told us about in the sales presentation work in the manner as described. IPNetVoice made a promise to deliver a modern day Unified Communications system along with prompt accurate service. They have kept their word.”


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Wells River Savings

Category : Case Studies

Wells_River_Savings_Bank

Background

The Wells River Savings Bank is dedicated to serving its customers and communities as a locally owned mutual savings bank. With 6 locations and 65 associates serving in the Upper Connecticut River Valley, quality of service is enhanced by offering full suites of Personal and Commercial Banking services. In service for over 120 years, Wells River Savings continues to play a role in the successes in the Upper Valley.

Situation and Challenge

In 2004, Wells River Savings Bank upgraded their legacy telephone system with a combination of new and old technologies. They set up a VoIP network (Cisco) for internal communication between locations, but also maintained traditional POTS lines for each location to accommodate in‐bound calls to individual branches. While this generated efficiencies and savings in long‐distance charges, it was not enough. Each location had their own telephone system, hardware and equipment in addition to their frame relay data circuit contracts. Maintaining 6 small offices meant that Wells River Savings could still not completely consolidate telecom services, or benefit from any economies of scale. Wells River Savings needed a solution that would link all locations into one network, consolidate management requirements, allow for the implementation of a call center and minimize costs and increase capabilities and functionality. The reality is that legacy phone systems are more costly to own and maintain, while offering a fraction of the functionality and capabilities of a managed Unified Communication (UC) system.

Solution

Provide a phased‐in migration to a Unified Communications Solution over time as requirements and technologies become available in rural locations. The first step was to integrate a Call Center into their network and add functionality to their internal messaging capabilities. This was to be followed by the elimination of the need for external POTS lines at branch locations.

Execution

In 2008, Wells River Savings worked with IPNetVoice (IPNV) to upgrade their servers in order to accommodate the launch of their Call Center and completely integrate Branch operations into one network. Wells River Savings elected to go with a “Managed” solution, while maintaining ownership of equipment. Now all inbound calls passed through their Call Center, and only those requiring additional services were routed to individual branches. Additionally, Jabber (Cisco Messaging) was deployed providing employee status information and internal instant messaging capabilities. While this was an improvement, it was not enough: There was still a minimal duality of providers‐both VoIP and POTS for some more remote branches. In 2011, Wells River consolidated their communications network by integrating MPLS (Multi-protocol Label Switching) and SIP (Session Initiation Protocol) into their network. The addition of MPPS and SIP to the communications network allowed Wells River Bank to benefit from greatly improved efficiency, lowered administrative costs, greater bandwidth and significant savings in long distance charges. Since the initiation of the UC Solution in 2008, Wells River Savings has gone through two upgrades to their network. When asked about the service provided by IPNetVoice, Judy Lavely, Chief Operating Officer, said, “Our expectations have been exceeded.”


National Chimney

Category : Case Studies

National Chimney

national chimney

Background

National Chimney is an industry leading manufacturer of liners, caps, and other chimney supplies. With 5 locations throughout the United States and a fleet of delivery trucks, a comprehensive and robust communications network was required to insure their client’s needs are met in the most cost-effective and efficient way possible.

Situation and Challenge

With over 60 users distributed across the country in five locations, National Chimney accepted the inefficiencies associated with a legacy communications network as the “cost of doing business”. Each location had their own telephone system, hardware and equipment in addition to their broadband internet contracts.

Solution

IPNetVoice proposed a Hosted Unified Communications Solution. Put all communication devices, i.e. telephones, desktop computers, laptops, smartphones or tablets on one, hosted communications network. By taking advantage of VoIP technologies, National Chimney would be able to eliminate separate telephone systems and long distance charges, reduce equipment overhead, reduce IT resources needed to maintain legacy systems and greatly increase the functionality of their communications network.

Execution

IPNetVoice (IPNV) performed an audit of National Chimney’s network capacity in order to identify any latency issues. Once capacity was verified, IPNV provided routers and handsets for each location, one location at a time. The installation of the UC network was in parallel with the existing legacy telephone system. There was never an interruption of service. This process was repeated with each location, bringing them on‐line, one at a time. When the system was fully operational – tested and verified, were any individual legacy system terminated.

Summary

The reality is that legacy phone systems are more costly to own and maintain, while offering a fraction of the functionality and capabilities of a Unified Communication (UC) system. With the cost savings realized, National Chimney was able to recover the initial costs in less than a year and greatly improve functionality.

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