More detailed examination of the communications services at Checker Taxi uncovered that the company was using several platforms, some old, some new, to deliver:

• Call recording

• Call reporting

• Agent booking and contact centre

• Administrative phone system

• Customer management software

• Database lookup

• Wall boards

• Auto routing and call processing

Conclusion

After due diligence, Altitude Communications proposed and, working collaboratively with Checker Taxi, installed a communications solution that not only addressed the initial ask of the voice widget, but also replaced the ageing phone system, provided a single pane of glass to replicate most of the other solutions which required their own login and administration. Not only did the solution exceed the initial request for proposal, the price was 70% less than what the original telecom support company was offering.

Key points to victory

• Really really smart technical team

• Lots of questions

• Ability to say yes more than “no we don’t do that”

• Effective technology to human translator (project manager)

• Patience

• Effective training and onboarding plan

Customer loves us because

• We treat them like they are our number one customer

• We offer more than is asked of us

• We consider their point of view and their staff’s point of view first and foremost

• We’ve done this before but somehow we made it feel like it was just for them

• We took on a low cost proposal (for the initial widget) without knowing it would turn into the widget and every other solution we sell

• We asked enough questions to see that the widget wasn’t what was actually needed

• We never treated them like a cash cow

• We took the time to understand their people and processes and fit the technology into those pillars.