Greystone Power desired to improve customer service by replacing the telephone systems at each of their two offices with a unified system that would integrate all customer services functions appearing as one.

Greystone Power also wished to reduce the number of busy signals encountered by members calling to transact business or report outages.

Greystone Power desired assistance with the design of the telephone and data infrastructure to prepare them for future technology changes.

Greystone Power preferred to allow its customers the ability to communicate via telephone conversation, web chat functions as well as Interactive Voice Response (IVR) applications.

Determined Greystone Power’s functional requirements for a new telephone system and then prepared a Request For Proposal (RFP), reviewed the responses to the RFP, made specific recommendations to Greystone Power’s management and negotiated the final contracts.

Negotiated Greystone Power’s telecommunications network service contracts that decreased their telecommunications operating expense by 18%.

Managed the project to design and implement the new telecommunications network and systems that included two customer service sites.

The new customer contact system functioned as a unified call center as a customer service representative at any location could potentially answer a member call. 

Implemented an overflow and after-hours outage reporting function to satisfy “no” busy signals for customers during power outages.