A Centralized Messaging Platform for Improving Response Times and Streamlining Communications
A national leader in commercial refrigeration, HVAC, food service, and cold storage support, the client serves a broad family of companies through a wide network of specialized technicians and service capabilities. Its position across stand-alone refrigeration, rack refrigeration, hot-side commercial cooking, and specialty coffee and beverage equipment reflects both the scale of its operations and the complexity of the environments it supports. With a lean IT team and a strong emphasis on practical functionality, the organization needed technology that could keep pace with its business.
Challenges
- Transition from end-of-life contact center software to a modern platform without disrupting day-to-day communications
- Balance the need for a solution that was scalable and robust while still simple enough for a lean IT team to manage independently
- Provide enough early education and hands-on support so the client can confidently adopt, administer, and maintain the platform over time
- Demonstrate real-world value quickly, so the client can evaluate the platform’s fit before committing to a full rollout
Solutions
- Implemented an integrated Cisco Webex platform to replace the client’s end-of-life contact center software and support messaging and communications needs
- Structured a three-month trial of the Webex suite so the client could evaluate the platform in a live environment before committing to a full deployment
- Configured the platform within a centralized Control Hub, giving the client a unified way to manage communications and system administration
- Delivered a train-the-trainer onboarding approach, supplemented by short-form instructional content, to prepare the client’s team for day-to-day platform management
Results
- Improved email response times by approximately 40%, helping streamline communications across the organization
- Gave the client confidence in the platform and avoided the need to restart implementation from scratch after adoption
- Client gained a centralized, easy-to-manage communications environment that aligned with the needs of its lean IT team
- Hands-on training and instructional resources equipped the client to manage the platform independently over time
Overview
A national provider of mechanical solutions for commercial refrigeration, food service, HVAC, and cold storage equipment has a vast family of companies offering a wide range of services and technicians. It is considered a market leader in stand-alone refrigeration, rack refrigeration, HVAC, hot-side commercial cooking, and specialty coffee and beverage equipment.
New Era Technology and the client had a preexisting relationship, and New Era Technology was tapped to assist with a transition from contact center software at the end of its service life to an integrated Cisco Webex platform that could handle their messaging needs.
A Modest IT Team Needed an Easy-to-Operate Platform
The client required a platform that was capable, scalable, and easy to operate. The company maintains a lean IT department and was more interested in functionality over flashy bells and whistles in its platform. Early education was a priority for the IT department, as they needed to ensure they understood the platform sufficiently to use it independently on a day-to-day basis.
Evaluation Period Allows Client to Identify If Software Was the Right Fit
Cisco’s Webex was one of the first platforms New Era Technology targeted, and New Era benefited from the ability to offer a 3-month trial of the Webex suite. This gave the client time to learn the software and evaluate if it was suited for their needs. The software improved the client’s email response time by approximately 40% while providing extensive reporting tools within a scalable solution.
Leveraging Expertise for a Future-Proof Solution
New Era Technology leveraged its Webex expertise to deliver a solution that would work for the client now and into the future.
Single Pane of Glass Control Hub
Webex’s trial is built inside each customer’s control hub, allowing production control of the entire system from a single unified interface. This grants users an easy-to-use but powerful access point for all communication and production.
Evaluation Period
The ability to demo the platform over a few months helped to solidify the client’s confidence in Webex and New Era Technology. This allowed the client to see Webex in action in situations it encounters every day and observe how the platform handled everything.
Trial Carried Over onto Full Platform
Another benefit of the trial period was that the client did not need to start over from scratch once it decided that Webex was a good fit. The organization was able to continue using the platform and the company’s established settings for it, while gaining a few additional features.
Extensive Training
The client was also assisted by New Era Technology’s comprehensive training support. The company opted for the “train the trainer” model of education, and New Era Technology guided their main support staff through the process for a smooth transition to the Webex platform. New Era Technology also activated a short-form video platform featuring instructional content that allowed users to train at their own pace.
Frequently Asked Questions
The solution was designed to help the client move off end-of-life contact center software without disrupting daily communications. At the same time, it needed to give the organization a more modern, centralized platform that its lean IT team could manage with confidence.
Webex offered the client an integrated platform for messaging, communications, and administration, along with the flexibility to test the solution in a live environment before making a long-term commitment. Its centralized Control Hub also aligned well with the client’s need for a practical, easy-to-manage system.
The three-month trial gave the client time to evaluate the platform under real operating conditions, see how it performed in day-to-day use, and build confidence before full adoption. Because the trial environment carried forward into the full deployment, the client also avoided having to restart implementation from scratch.
One of the clearest outcomes was an approximately 40% improvement in email response times. Beyond that, the client gained a centralized communications environment, stronger confidence in the platform, and a smoother long-term path for administration and support.
New Era Technology used a train-the-trainer onboarding model to equip the client’s primary support staff with the knowledge needed for day-to-day administration. This was reinforced with short-form instructional content so team members could continue learning at their own pace.
This case study shows that organizations do not need a large internal IT staff to adopt a robust communications platform successfully. With the right mix of centralized administration, phased rollout, and practical training, teams can modernize without adding unnecessary complexity.
Let’s Build What’s Next—Together
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