Jeff Davidson, President of Modern Litho, explains that for many years the company’s communications depended on a traditional analog telephony environment. The shortcomings of that environment, Jeff says, created many challenges for the company’s operations.
“We have five locations across Missouri, and using old-fashioned phone systems at each one made it difficult for us to feel like a unified team. You’d have to dial the full number — area code included — whenever you wanted to reach someone in another office. And sometimes you’d get that office’s receptionist, and you’d think, ‘Oh, I don’t want to bother our receptionist over this. I just need to ask someone a simple question.’”
Another challenge with the old phone system, Jeff notes, was its lack of useful functionality. “We had no reporting data, so we could never get a sense of call volume or trends or how many calls our sales and customer service reps were making or answering. And because there were no intuitive administrative controls, we had to call the phone company anytime we wanted to update the IVR or make other small changes.”
