The Customer
Based in Marlton, NJ, this title insurance and settlement services company began in 1992. Since then, this rapidly growing leader has expanded across the country, serving all 50 states. Under the Surety Title Company umbrella, they have more than 33 title brands across 39 locations, with a total of 400 users. Proud of a foundation built on integrity and service, they strive to offer their clients respect and the services they need in a family-like atmosphere.
Based in Marlton, NJ, this title insurance and settlement services company began in 1992. Since then, this rapidly growing leader has expanded across the country, serving all 50 states. Under the Surety Title Company umbrella, they have more than 33 title brands across 39 locations, with a total of 400 users. Proud of a foundation built on integrity and service, they strive to offer their clients respect and the services they need in a family-like atmosphere.
Business Challenges
Most customers move from an outdated phone system to one of Sangoma’s UC business phone systems, but the Surety Title Company case study is different. They were using an on-site Switchvox system and were simply looking to migrate to a hosted solution to achieve several identified goals and prepare their business communications for the future. With growing remote work needs and the need for 24/7 support, as well as a user-friendly IVR attendant to direct calls to the appropriate department without putting the customer on hold, Surety Title Company also wanted to consolidate its legacy SIP trunks, thereby reducing the hardware and number of providers to maintain. The customer service call center was looking for advanced call center features with enterprise-grade cloud fax for all employees. Finally, simplifying and streamlining administrative and end-user management tools was something they were accustomed to using and needed to retain with their next phone system.
Sangoma Solutions
DKLR LLC was the Sangoma partner on the project. They had the IT experience needed to ensure the winning solution would be the perfect fit for their needs. RingCentral was considered and met several of the required feature needs, but ensuring they got what they needed at the best price was a key differentiator that Sangoma was able to provide. Cloud migration has been a growing trend for several years and, fortunately, because Switchvox Cloud and Switchvox on‑premises are built on the same platform, the transition was a task that Sangoma and DKLR had completed for many other businesses.
DKLR LLC was the Sangoma partner on the project. They had the IT experience needed to ensure the winning solution would be the perfect fit for their needs. RingCentral was considered and met several of the required feature needs, but ensuring they got what they needed at the best price was a key differentiator that Sangoma was able to provide. Cloud migration has been a growing trend for several years and, fortunately, because Switchvox Cloud and Switchvox on‑premises are built on the same platform, the transition was a task that Sangoma and DKLR had completed for many other businesses.
Results
Consolidating all sites on a single platform with no on-site hardware to manage was a major improvement. A major benefit of Switchvox Cloud is the absence of recurring maintenance costs. All your support and software updates are automatic, allowing IT staff to focus on more important tasks. For all of Surety Title Company’s remote workers, the mobile app and desktop softphone were an excellent addition, along with improved inbound call routing with IVRs for each title company under the Surety umbrella. Custom call routing enabled Surety to improve customer service and quality control, which is crucial to its foundation focused on integrity and service. Finally, call center reports gave Surety Title Company a way to manage resources efficiently, and FAXStation provided the reliable hosted fax service they were looking for. Switchvox Cloud includes all features at no extra cost, and for this company with more than 400 users, the savings achieved with Switchvox Cloud were unexpected. Moving to Switchvox Cloud gave Surety a future-ready environment, with features that help this company deliver on what it stands for: integrity, a family-like atmosphere, and an excellent level of customer service.