{"id":7861408,"date":"2020-11-02T10:20:20","date_gmt":"2020-11-02T10:20:20","guid":{"rendered":"https:\/\/old2.wildix.com\/case_study\/wildix-unleashes-the-communications-potential-for-big-dog-satellite-solar\/"},"modified":"2021-04-07T10:40:43","modified_gmt":"2021-04-07T10:40:43","slug":"wildix-unleashes-the-communications-potential-for-big-dog-satellite-solar","status":"publish","type":"case_study","link":"https:\/\/old.wildix.com\/us\/case-study\/wildix-unleashes-the-communications-potential-for-big-dog-satellite-solar\/","title":{"rendered":"Wildix Unleashes the Communications Potential for Big Dog Satellite & Solar"},"content":{"rendered":"
[vc_row][vc_column width=”1\/2″][mk_image src=”https:\/\/old.wildix.com\/wp-content\/uploads\/2020\/08\/big-dog-tv-internet.jpg” image_size=”full” align=”center” margin_bottom=”30″][mk_fancy_title size=”28″ force_font_size=”true” size_smallscreen=”25″ size_tablet=”25″ size_phone=”20″ margin_top=”20″ margin_bottom=”10″ font_family=”none”]The Problem[\/mk_fancy_title][vc_column_text css=”.vc_custom_1598080696630{margin-bottom: 0px !important;}”]With a large customer base and multiple locations, Big Dog Satellite & Solar is a TV, internet and mobile phone retailer, as well as a solar panel provider<\/a> with significant communications requirements. Internally, the company conducts daily calls between its three locations in Idaho (where their headquarters is based) and its offices in Iowa, Colorado and Puerto Rico. Externally, meanwhile, Big Dog takes numerous customer care and support calls, necessitating equipment powerful enough to reliably support a call center.<\/p>\n

Previously, Big Dog used a traditional on-premise PBX to handle all these communications. However, this setup led to numerous issues. Foremost among these was the fact that the system’s unintuitive design created difficulty in changing its functionalities.<\/p>\n

“Our biggest issue was that when we needed to make any changes to call trees, call flows or anything like that, we had to deal with this user interface that was honestly pretty horrible<\/b>,” recounted Mitch Workman, IT director for Big Dog Satellite & Solar<\/b>. “We would rely on our system administrator \u2014 who wasn’t in house but just somebody we contract with \u2014 to make those changes, and we didn’t always get the best response rate. There were instances where we couldn’t get the proper setup going for days or even weeks at a time<\/b>.”<\/p>\n

In addition to this general unreliability in the system, Mr. Workman also described an ongoing problem with voicemail:<\/p>\n

“There was a long time where we didn’t even have voicemails properly set up<\/b>. If calls weren’t attended to at the time, we didn’t even have the proper setup for allowing users to leave a voicemail, let alone for us to go in and retrieve them. It was a big headache.”<\/p>\n

Faced with these difficulties, Big Dog sought a communications platform that they could more easily manage themselves \u2014 without requiring constant support from an administrator.[\/vc_column_text][mk_fancy_title size=”28″ force_font_size=”true” size_smallscreen=”25″ size_tablet=”25″ size_phone=”20″ margin_top=”20″ margin_bottom=”10″ font_family=”none”]The Solution[\/mk_fancy_title][vc_column_text css=”.vc_custom_1598080685659{margin-bottom: 0px !important;}”]Subsequently, Big Dog Satellite & Solar contacted Advantage Business Communications, a Wildix Gold Partner based in Idaho, in the hopes of improving their system.<\/p>\n

“Basically we said, ‘Hey doc, here’s our symptoms \u2014 what kind of prescription do you have?’,” Mr. Workman recounted. “And they came in and pitched to our team what they thought would be a good solution, which was the Wildix system<\/b>.”<\/p>\n

This Wildix platform that Advantage installed consisted of a hosted system with licenses for 120 total users<\/b>. Big Dog found particular use in the Wildix platform through its app and in-browser accessibility.<\/p>\n

As such, the Wildix system was also set up to enable smart working for Big Dog, resulting in 90% of the company’s staff being able to work remotely<\/b>.<\/p>\n

Mr. Workman described this part of the process as particularly streamlined:<\/p>\n

“It was super easy because in our initial setup, a representative from Advantage, Harrison Smith, made sure everybody had the Chrome extension loaded up. It made it super easy to open up the browser and click on who you wanted to call and just start talking.<\/b> It was seamless<\/b>.”<\/p>\n

Advantage also created a user-specific setup for Big Dog’s call center.<\/p>\n

“When an inbound call comes to a particular phone number for a specific branch, if those users are already occupied on phone calls, then other branches \u2014 maybe in another state \u2014 are used as the overflow for the initial branch that was unable to take the call<\/b>,” Mr. Workman explained.[\/vc_column_text][\/vc_column][vc_column width=”1\/2″][vc_icon icon_fontawesome=”fa fa-quote-left” color=”custom” size=”lg” custom_color=”#003366″ css=”.vc_custom_1529958137798{margin-bottom: 0px !important;margin-left: 0px !important;border-bottom-width: 0px !important;border-left-width: 0px !important;padding-bottom: 0px !important;padding-left: 0px !important;}”][vc_column_text css=”.vc_custom_1598080936141{margin-bottom: 0px !important;margin-left: 2% !important;}”]The features are all excellent, but the best thing about [Wildix] is that it’s easy to manage ourselves. We can get in and manage everything really easily within the system. […] Just being able to manage it and use it internally, rather than needing a system administrator for everything, is a big deal for us.<\/em>[\/vc_column_text][vc_row_inner][vc_column_inner width=”1\/4″][mk_circle_image src=”https:\/\/old.wildix.com\/wp-content\/uploads\/2020\/08\/mitch-workman-headshot.jpg”][\/vc_column_inner][vc_column_inner width=”3\/4″][mk_padding_divider size=”20″][vc_column_text css=”.vc_custom_1598080543017{margin-bottom: 0px !important;}”]Mitch Workman,
\nIT director at Big Dog Satellite & Solar[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][mk_divider style=”thin_solid”][mk_fancy_title size=”28″ force_font_size=”true” size_smallscreen=”25″ size_tablet=”25″ size_phone=”20″ margin_top=”20″ margin_bottom=”10″ font_family=”none”]Requirements[\/mk_fancy_title][mk_custom_list style=”mk-moon-circle-small” icon_color=”#777777″]\n