When looking for a single, secure provider to consolidate its platforms, Life Storage relied on partner recommendations to determine a short list of potential providers. “We talked to a few of our trusted partners, and IntelePeer was a name that kept coming up, which is why we started to look in that direction,” said Jeff O’Donnell, Vice President of IT. IntelePeer met all the company’s requirements and created a trusting rapport with O’Donnell. He recognized that IntelePeer’s CPaaS had many features like Smart IVR, Managed Services, and AI automation that would allow Life Storage to grow beyond the capabilities they currently utilize. Plus, Life Storage employees embraced the simplicity of the platform’s interface, navigation, and execution. During implementation, which occurred during the breakout of the COVID-19 pandemic, projects slowed but “IntelePeer never skipped a beat. They were ready for us. We ramped up in time, and they were ready for us when we went live,” states Chris Vandrei, Director of Network Services.
Since the implementation of IntelePeer’s solutions, Vandrei’s world has changed for the better, with fewer late night or early morning troubleshooting calls.
With the application of IntelePeer’s CPaaS platform, all of Life Storage’s communications tools are now managed under one unifying platform. The successful consolidation allows the Life Storage team to do more with less, reports O’Donnell. IntelePeer’s cloud platform supports many back-end processes including operations and customer care. Plus, unlike with previous providers, call center feedback is positive with no channel or SIP trunking issues, supported by IntelePeer’s 99.999% uptime and a triple-redundant network.
Moving forward, Vandrei and O’Donnell plan to take Life Storage’s communications to the next level. They look forward to optimizing automation with IntelePeer’s Managed Solutions team. Smart IVR will soon help customers quickly navigate through the contact center helpdesk. Vandrei and O’Donnell’s now have time to dive into and find ways to elevate Life Storage’s customer experience to even greater heights.