The Challenge: A “clunky” and error-prone system
Before making the switch to 8x8, JFCS was using Windstream for its communications. “It was rocky from the start,” says Ethan Scarbrough, Systems Administrator in the organization’s IT department. “The system was clunky and not very streamlined. Plus, we had four major outages during the three years we used the system. One of those lasted over a week.”
It was clear that Scarbrough and his team needed to find a better solution. They started researching solutions that would offer a more reliable system with advanced reporting and analytics.
In the end, they chose 8x8 for their communications, citing 8x8’s end-to-end customer journey data as one of the deciding factors. Also, the organization’s CFO had used 8x8 in a previous role, and spoke highly of his experience with the platform.
The Solution: “I had so much fun”
JFCS uses 8x8 Work for internal and external communications between staff, and 8x8 Contact Center for external communications. JFCS started rolling out 8x8 in July of 2023, and Scarbrough recalls,“The implementation was great.”
He continues, “It was the first time I ever built out a phone system, and I was nervous about the whole process. I remembered what my boss went through when he implemented Windstream, and I was scared that I would have the same rough experience. But the entire process was so nice and easy.” 8x8 was there during every step of the way, making the process actually fun. “I had a great experience,” says Scarbrough. “I loved it—I had so much fun building the system.”
In terms of getting the rest of the organization familiar with 8x8, JFCS did a total of eight end-user training sessions for 500+ employees across its various locations.
The Result: Simple, easy, and intelligent
When asked about the impact that 8x8 has made on the organization’s operations, Scarbrough’s answer was simple: it really works. “We’ve been with 8x8 for about a year, and we’ve had zero problems,” he says. He also praised 8x8’s versatility. “We use a mix of desk phones, softphones, and the desktop app to stay connected, and 8x8 keeps everything so simple,” says Scarbrough. “Wherever you are, you can use it. And that’s what we love.”
For JFCS, 8x8’s data and analytics has made a huge difference. The visibility that 8x8 offers allows the team to forecast trends and watch metrics in real time, allowing for more intelligent operations, streamlined staffing, and a smoother system overall. “My average wait time right now is about five minutes,” says Scarbrough.
