Total Technologies, a Houston-based leading provider of fully integrated telecommunication services to customers across a broad range of industries throughout North America, was looking for a better way to offer highly skilled VoIP deployment project management and implementation to its clients. Executing these implementations is a highly specialized, hard-to-find skill, according to Total Technologies CEO Mike Murphy. “Finding people with the right combination of technical and management expertise is half the challenge we face in deploying solutions to our customers.”
Although Total Technologies had a cadre of highly skilled internal engineers, staff was not fully utilized given the ebb and flow nature of telecom implementation. The ability to outsource these functions to Convergent was a cost-effective way for Total Technologies to manage its projects. “Through our partnership with Convergent, we’re able to better staff projects and deliver more efficient solutions to our clients while still providing best-in-class level service,” said Murphy.
Convergent has worked with Total Technologies on eight projects for customers with 30-300 telecom users each. The provider relies on Convergent’s management of VoIP installation, implementation, and training. Convergent offers flexibility on how they approach customer-facing interactions depending on Total Technologies’ unique relationship with each customer. This ranges from Convergent being a visible brand with direct-to-customer communication to simply acting as Total Technologies’ behind-the-scenes deployment specialist.
As a result of Convergent’s aligned focus on customer service, Total Technologies hasn’t had to sacrifice customer satisfaction by working with an outside partner. “Convergent has excellent project management skills and they have treated Total Technologies’ customers as their own. Their work has consistently been on time, accurate, and detailed,” said Murphy.