A Success Story
Title & Settlement Services Company Known for its Integrity Saves Money & Modernizes Communications in the Cloud

Title & Settlement Services Company Known for its Integrity Saves Money & Modernizes Communications in the Cloud

The Customer

Based out of Marlton, NJ, this title insurance and settlement services company
started its journey in 1992. Since then, this rapidly growing industry leader has
spread its wings across the nation servicing all 50 states. Under the Surety Title Company Umbrella of Companies, they have over 33 title brands spanning across 39 locations with a total user count of 400. Priding themselves on a foundation of integrity and service, they strive to provide their customers with respect and the services they need in a family-like environment.

Business Challenges

Most customers are moving from an outdated, legacy phone system to one of
Sangoma’s UC business phone systems, but Surety Title Company’s case study is
different. They were on a Switchvox on-premise system and simply looking to
move to a hosted solution to accomplish a few goals that had been identied in an
effort to future proof their company’s communication.

With remote working needs on the rise and 24/7 support becoming necessary, as
well as an easy to use IVR auto attendant to direct calls to the appropriate
department without the customer on hold. Surety Title Company was also looking
to consolidate their legacy SIP trunks giving them less hardware and vendors to
maintain. Their customer service call center was looking for more advanced call
center features with enterprise grade cloud faxing for all employees. Lastly,
simplifying and streamlining the admin and end user management tools was
something they had grown used to and needed to maintain with the next phone
system.

The Solution From Sangoma

DKLR LLC was the Sangoma Partner on the job. They had the
years of IT experience to make sure the winning solution would be
the best t for their needs. Ring Central was being considered and
checked off several of the features required, but making sure they
got what they needed for the best price was a key differentiator
that Sangoma was able to deliver.

The move to cloud, has been an increasing trend for several years
and fortunately, since Switchvox Cloud and Switchvox on-premise
are built on the same platform, making the switch was a task that
Sangoma and DKLR has done for many other companies.

The Results

Consolidating all locations to a single platform with no on-site
hardware to manage was a huge improvement. A major benet to
Switchvox Cloud is not having any more ongoing maintenance
costs. All of your support and software updates come out
automatically, leaving IT staff to focus on more important matters.
For all of Surety Title Company’s remote workers, the mobile app
and desktop softphone was an excellent addition, in addition to
enhanced incoming call routing with IVRs for each title company
under the Surety umbrella. The custom call routing ensured that
Surety was able to enhance customer service and quality control,
which is crucial to their integrity and service-focused foundation.
Finally, call center reporting gave Surety Title Company a way to
efciently manage resources and FAXStation provided the reliable,
hosted fax service they had been searching for.

Switchvox Cloud includes all features at no extra cost, and for this
400+ user company, the cost savings they experienced with
Switchvox Cloud was a feature they did not anticipate. Moving to
Switchvox Cloud gave Surety a futureproof environment to grow
and features that help this company accomplish what they stand
for: integrity, a family like environment, and an excellent level of
customer service.

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