Skip to main content
1-866-879-8647
Request demo
1-866-879-8647
Request demo
Man in a blue shirt stands with arms crossed in a modern factory, viewed through a glass wall. Machinery is visible in the background.

Custom Glass Solutions gains a clearer view of the customer experience

20%

Cost savings

650

Employees

9K

Calls per month

Custom Glass Solutions (CGS) is an OE manufacturer of large format glass for public transportation, agricultural, recreational and construction vehicles. Their contact center serves a wide variety of customers – including vehicle owners, insurance companies and just-in-time manufacturers – and they all demand exceptional service.

"It feels really good to have people compliment my IT team on a big change we’ve made."
Matt Cox
IT Manager

The Challenge: Secure the phone system

Custom Glass Solutions has a culture of responsive customer service through multiple channels. The company boasts an impressive 98% customer satisfaction rating – the envy of any manufacturer.

When CGS looked into adding web chat queues, they were surprised to discover a major security vulnerability in their contact center suite from a big-name vendor. The fix would have required a substantial amount of time and resources. Instead, CGS started looking for a new, modern communications platform.

“The security issue triggered the whole downfall of the on-premises system for us,” says Matt Cox, IT Manager for Custom Glass. “We had wanted to consolidate our communications spend anyway, toward a cloud-based solution that would be easier to manage and integrate with Microsoft Teams.”

For advice, Cox reached out to PERRY ProTECH, a leading provider of business technology solutions and a trusted IT service provider to Custom Glass.

Custom Glass Solutions has an impressive 98% CSAT rating. But they discovered a security hole in their big-name contact center suite. CGS switched to 8x8’s eXperience Communication Platform and shortcut their path to NIST SP 800-171 compliance.

Custom Glass Solutions has an impressive 98% CSAT rating. But they discovered a security hole in their big-name contact center suite. CGS switched to 8x8’s eXperience Communication Platform and shortcut their path to NIST SP 800-171 compliance.

Custom Glass Solutions has an impressive 98% CSAT rating. But they discovered a security hole in their big-name contact center suite. CGS switched to 8x8’s eXperience Communication Platform and shortcut their path to NIST SP 800-171 compliance.

Custom Glass Solutions has an impressive 98% CSAT rating. But they discovered a security hole in their big-name contact center suite. CGS switched to 8x8’s eXperience Communication Platform and shortcut their path to NIST SP 800-171 compliance.

The Solution: 8x8 Platform

PERRY ProTECH recommended 8x8 Platform, a deployment model that removes the boundary between contact center and unified communications users.

“The 8x8 Platform actually has all the features we were looking for, with a robust contact center system and native Microsoft Teams integration, all in one secure platform,” Cox says.

Contact Center Supervisor Holly Whitt was involved in the selection process. In addition to reliability and simplicity, 8x8 met her criteria for easily customizable reporting. “8x8’s ease of use made for a smooth implementation and transition for everyone,” she recalls.

The Results: Secure communications made easy to manage

“One of the benefits that 8x8 gives us is security out of the box,” Cox says. CGS is focused on NIST SP 800-171 compliance, which would have been costly to achieve with their legacy system. “When we learned that 8x8 has all the important security certifications, we realized that we could shortcut our path to compliance.”

Whitt loves being able to tailor KPI reports to meet her needs. “The reporting in 8x8 is head and shoulders above what we had,” she says. “And it doesn’t take an IT person. I’ve even set up dashboards so that I can see real-time data.”

CGS implemented 8x8’s ready-to-use web chat queue functionality. Whitt configured and deployed it with virtually no involvement from IT.

Adding features to 8x8 is fast, easy and secure. “In the time it took just to plan out a project with our previous system, we can implement it on the 8x8 platform,” Cox says. Before, setting up each office user took around 30 minutes and each agent took up to an hour. “With 8x8 we can set up any user in a matter of five to 10 minutes – a pretty significant savings.”

Just-in-time manufacturing customers are especially demanding. To be responsive, CGS depends on 8x8’s integration with Microsoft Teams to keep everyone connected. “The synergies that we gained by having all communication and collaboration in one place gives us a competitive edge,” Cox says.

Coworkers have told Cox how much they like having dial tone in Microsoft Teams. “It feels really good to have people compliment my IT team on a big change we’ve made,” he says.

The Solution: 8x8 Platform

PERRY ProTECH recommended 8x8 Platform, a deployment model that removes the boundary between contact center and unified communications users.

“The 8x8 Platform actually has all the features we were looking for, with a robust contact center system and native Microsoft Teams integration, all in one secure platform,” Cox says.

Contact Center Supervisor Holly Whitt was involved in the selection process. In addition to reliability and simplicity, 8x8 met her criteria for easily customizable reporting. “8x8’s ease of use made for a smooth implementation and transition for everyone,” she recalls.

The Results: Secure communications made easy to manage

“One of the benefits that 8x8 gives us is security out of the box,” Cox says. CGS is focused on NIST SP 800-171 compliance, which would have been costly to achieve with their legacy system. “When we learned that 8x8 has all the important security certifications, we realized that we could shortcut our path to compliance.”

Whitt loves being able to tailor KPI reports to meet her needs. “The reporting in 8x8 is head and shoulders above what we had,” she says. “And it doesn’t take an IT person. I’ve even set up dashboards so that I can see real-time data.”

CGS implemented 8x8’s ready-to-use web chat queue functionality. Whitt configured and deployed it with virtually no involvement from IT.

Adding features to 8x8 is fast, easy and secure. “In the time it took just to plan out a project with our previous system, we can implement it on the 8x8 platform,” Cox says. Before, setting up each office user took around 30 minutes and each agent took up to an hour. “With 8x8 we can set up any user in a matter of five to 10 minutes – a pretty significant savings.”

Just-in-time manufacturing customers are especially demanding. To be responsive, CGS depends on 8x8’s integration with Microsoft Teams to keep everyone connected. “The synergies that we gained by having all communication and collaboration in one place gives us a competitive edge,” Cox says.

Coworkers have told Cox how much they like having dial tone in Microsoft Teams. “It feels really good to have people compliment my IT team on a big change we’ve made,” he says.

The Solution: 8x8 Platform

PERRY ProTECH recommended 8x8 Platform, a deployment model that removes the boundary between contact center and unified communications users.

“The 8x8 Platform actually has all the features we were looking for, with a robust contact center system and native Microsoft Teams integration, all in one secure platform,” Cox says.

Contact Center Supervisor Holly Whitt was involved in the selection process. In addition to reliability and simplicity, 8x8 met her criteria for easily customizable reporting. “8x8’s ease of use made for a smooth implementation and transition for everyone,” she recalls.

The Results: Secure communications made easy to manage

“One of the benefits that 8x8 gives us is security out of the box,” Cox says. CGS is focused on NIST SP 800-171 compliance, which would have been costly to achieve with their legacy system. “When we learned that 8x8 has all the important security certifications, we realized that we could shortcut our path to compliance.”

Whitt loves being able to tailor KPI reports to meet her needs. “The reporting in 8x8 is head and shoulders above what we had,” she says. “And it doesn’t take an IT person. I’ve even set up dashboards so that I can see real-time data.”

CGS implemented 8x8’s ready-to-use web chat queue functionality. Whitt configured and deployed it with virtually no involvement from IT.

Adding features to 8x8 is fast, easy and secure. “In the time it took just to plan out a project with our previous system, we can implement it on the 8x8 platform,” Cox says. Before, setting up each office user took around 30 minutes and each agent took up to an hour. “With 8x8 we can set up any user in a matter of five to 10 minutes – a pretty significant savings.”

Just-in-time manufacturing customers are especially demanding. To be responsive, CGS depends on 8x8’s integration with Microsoft Teams to keep everyone connected. “The synergies that we gained by having all communication and collaboration in one place gives us a competitive edge,” Cox says.

Coworkers have told Cox how much they like having dial tone in Microsoft Teams. “It feels really good to have people compliment my IT team on a big change we’ve made,” he says.

The Solution: 8x8 Platform

PERRY ProTECH recommended 8x8 Platform, a deployment model that removes the boundary between contact center and unified communications users.

“The 8x8 Platform actually has all the features we were looking for, with a robust contact center system and native Microsoft Teams integration, all in one secure platform,” Cox says.

Contact Center Supervisor Holly Whitt was involved in the selection process. In addition to reliability and simplicity, 8x8 met her criteria for easily customizable reporting. “8x8’s ease of use made for a smooth implementation and transition for everyone,” she recalls.

The Results: Secure communications made easy to manage

“One of the benefits that 8x8 gives us is security out of the box,” Cox says. CGS is focused on NIST SP 800-171 compliance, which would have been costly to achieve with their legacy system. “When we learned that 8x8 has all the important security certifications, we realized that we could shortcut our path to compliance.”

Whitt loves being able to tailor KPI reports to meet her needs. “The reporting in 8x8 is head and shoulders above what we had,” she says. “And it doesn’t take an IT person. I’ve even set up dashboards so that I can see real-time data.”

CGS implemented 8x8’s ready-to-use web chat queue functionality. Whitt configured and deployed it with virtually no involvement from IT.

Adding features to 8x8 is fast, easy and secure. “In the time it took just to plan out a project with our previous system, we can implement it on the 8x8 platform,” Cox says. Before, setting up each office user took around 30 minutes and each agent took up to an hour. “With 8x8 we can set up any user in a matter of five to 10 minutes – a pretty significant savings.”

Just-in-time manufacturing customers are especially demanding. To be responsive, CGS depends on 8x8’s integration with Microsoft Teams to keep everyone connected. “The synergies that we gained by having all communication and collaboration in one place gives us a competitive edge,” Cox says.

Coworkers have told Cox how much they like having dial tone in Microsoft Teams. “It feels really good to have people compliment my IT team on a big change we’ve made,” he says.

Customer:
Custom Glass Solutions
Industry:
  • Manufacturing
Size:
  • Enterprise
Share story