Inline Communications VoIP migration for Garry Mercer from a failing Nortel PBX to a Telcloud Hosted VoIP Platform.

Garry Mercer Trucking Inc. (GMTI), established in 1982 by Garry and his wife Deborah, continues to thrive today with their three sons Brennan, Andrew and Mitchell, as well as an office full of committed colleagues. As a third generation trucker, Garry built the company with these important goals in mind, provide customers with the highest quality of service, treat customers and employees as if they were family and build a better future for his wife and children.

GMTI is proud to be in business for over 30 years and it feels privileged to maintain the trust of its customers. Their success is built on the dedication and hard work of its incredible team of professionals both in the office and over the road.

CHALLENGES

• Garry Mercer Trucking was the owner of an older Nortel phone system that no longer had manufacturer support, and replacement parts were becoming rare and expensive. Their phone system also required the use of costly PRI lines to function and handle their call volume.
• With truckers across Canada and the US they were often making expensive long distance calls.
• As a trucking company with customer service personal, as well as dispatch to direct their truckers on the road, their failing phone system was becoming an enormous liability.

SOLUTIONS

• The first step was migrating Garry Mercer away from their on-premises Nortel system to Inline’s state-of-the-art TelCloud Unified Communication Hosted VoIP platform.
• Inline mapped Garry Mercer’s current phone system and also suggested changes to streamline their call flow.
• Inline worked out a fixed monthly plan for Garry Mercer that includes all long-distance and toll-free inbound calls.
• All employees were trained on the new phone system and provided user guides.

BENEFITS

• By moving to Inline’s TelCloud Hosted VoIP platform Garry Mercer now enjoys the peace of mind of multiple redundant power and network uplinks, meaning their customers will always be able to get in contact.
• Removing their PRI lines and moving to SIP trunks significantly reduces the cost of making and receiving calls, as well as increased call quality.
• Enhanced call flow with call queues ensures all calls are answered and directed to the appropriate agents in a timely manor.
• Employees are now able to work from home using TelCloud’s softphone apps that are available on any browser or smartphone.

IMPACT TO THE BUSINESS

• By moving to Inline’s TelCloud Hosted VoIP platform Garry Mercer now enjoys the peace of mind of multiple redundant power and network uplinks, meaning their customers will always be able to get in contact.
• Removing their PRI lines and moving to SIP trunks significantly reduces the cost of making and receiving calls, as well as increased call quality.
• Enhanced call flow with call queues ensures all calls are answered and directed to the appropriate agents in a timely manor.
• Employees are now able to work from home using TelCloud’s softphone apps that are available on any browser or smartphone.