Our client is a building materials and home improvement retailer operating 85 store locations across the southern United States. They faced the challenge of maintaining reliable communications on an aging phone system. Their legacy on-premise PBX hardware was costly to support and lacked the flexibility and modern features needed for a distributed retail organization. To support continued growth, remote work needs, and improved collaboration between locations, the client selected Zoom Phone as a scalable cloud voice platform.
VLCM served as the client’s full-service partner for the Zoom Phone implementation, delivering end-to-end services including planning, deployment, training, and ongoing support. VLCM worked closely with the client’s IT team to assess the current telephony environment and design a Zoom Phone deployment aligned to operational requirements. Detailed installation documentation was provided for every step of the process, including system programming and configuration, giving the customer clear visibility into the implementation and supporting ongoing maintenance.
The rollout was executed in phases to ensure smooth cutovers, with VLCM engineers onsite or available remotely to support each transition and minimize downtime. The corporate office deployment preserved existing call flows while introducing a newly configured call center.
Recognizing that user adoption is critical to success, VLCM provided comprehensive training for users and administrators. This included custom, role-specific training videos created for the client’s employees to demonstrate everyday Zoom Phone functionality and drive confident adoption. Additional call center training equipped administrators with guidance on enhanced analytics and real-time and historical reporting to improve communication efficiency.
The client experienced a seamless transition to the Zoom Phone solution. VLCM’s tailored approach was instrumental to the project’s success, and VLCM remains engaged as a trusted partner for ongoing support.
Our client is a building materials and home improvement retailer operating 85 store locations across the southern United States. Out of respect for our client's privacy, we have chosen to keep their name confidential.
Zoom Phone
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