The client has been setting the standard for photography equipment for more than a century. They offer a premium camera, that produces premiere results, and demands a high price point. Their US office and stores needed to be elevated to the same level, and that’s where our team came in – developing and deploying an intricate system reflecting the reputation of the customer in every way, except for the price. The engagement turned a jumble of individual pieces into a well-thought-out collective whole, with the modern functionality, speed, analytics, and scalability that the client had been craving! In all, this effort upgraded their customer service, tech support, and order departments significantly, while also creating a call flow process ensuring every call, text, or other message is promptly addressed.

Customer Profile:

  • Premier camera brand, founded over 150 years ago
  • HQ + 4 retail stores (more to come)
  • US subsidiary
  • 26 CCaaS Seats
  • 54 UC Seats


Customer was moving their US headquarters (main HQ based in Europe). This move triggered a review of their overall telecom infrastructure from headquarters through to retail stores. The product they offer is high touch and high reputation with an expectation for support that maintains this same level. They needed to pivot from a piecemeal collection of systems to a unified approach that provided equal connection and capability throughout their operations. The customer was also invested in realizing actionable metrics, to help empower their customer care reps with the information and feedback necessary to improve (and monitor) their performance.


Address the pain points of today and provide for future growth. The initial conversation included the assistant to the CEO and CTO. The client was at a good place for review, each location was an island onto itself, with different local Connectivity and disparate phone systems, creating expensive siloed inefficiencies that lacked many of the modern requirements customers and businesses both expect. Three different Provider options were reviewed, with two moving to the demo stage – where one solution quickly made an impression, making its selection a “no-brainer” based on capability, cost, scalability, and the ability to provide. “White-Glove” service during the deployment stage


The solutions chosen spanned basic broadband (retail locations) and shared fiber (HQ) for Connectivity with organization-wide Voice-over IP (VoIP) equipment/service, integrated Contact Center as a Service (CCaaS) with features like call flow and chat SMS, and ongoing enterprise support service. This created an extremely smooth fluid experience. Infrastructure was also significantly upgraded while also cutting costs – every location’s internet service was upgraded. The engagement went of without a hitch. Within 30 days of being closed and signed, the Provider conducted Portal/technology training, shipped equipment, ran cables, plugged in phones.

Customer Gain:

  • Improved customer service capabilities
  • Access to performance metrics and data
  • 21% cost savings