With a focus on customer service, delivering robust mobility solutions through a committed team and intelligent business systems, Summit Fleet’s client base ranges from large and medium corporations to smaller organizations like hospitals, schools, colleges, charities, councils, and universities across Australia.
The Challenge: From a PBX to Fuze to 8x8
Summit Fleet made the switch from an on-premises PBX system to Fuze in April of 2020. A move that, to put it mildly, was well-timed. “We were extremely lucky,” says Summit Fleet IT Manager Jon Bates. “We looked at a number of different options, we had each of them come in and do a demonstration of their systems, and Fuze ended up being the right choice for us.”
And then, following 8x8’s acquisition of Fuze, Summit Fleet made the choice to upgrade to 8x8. Before committing to the switch, the team looked at a few other options, just to confirm that it was the right move. “We still went through that process of comparing other vendors, so we had a look at what else was out there, but 8x8 still came out on top,” says Bates.
In the end, the decision to move from Fuze to 8x8 came down to two things: functionality and pricing. Summit Fleet was impressed by 8x8’s intuitive design and advanced reporting, and the affordability of the platform made the choice easy for Bates and his team.
The Solution: “Nothing short of fantastic”
All told, the upgrade from Fuze to 8x8 took Summit Fleet about six weeks. “Everything carried over to 8x8—quite literally. Even the project manager who got us started on Fuze did the same for us on 8x8,” laughed Bates. “It was just a smooth experience through and through. The process to upgrade from Fuze to 8x8 was nothing short of fantastic.” Bates remarked upon the ease of the transition, citing the clearly-marked milestones and timeframes that helped make the move smooth and seamless.
“The process from the beginning was very clearly thought out. It was a really smooth process, in part because all of the heavy lifting was done by the integration team at 8x8,” says Bates.
With 8x8, Summit Fleet has support for its hybrid workforce, as well as a powerful Microsoft Teams integration that keeps internal communications stress-free. The organization uses Teams for collaboration, and 8x8’s top-notch integration with Teams allows the company to have a single pane of glass. “8x8’s ability to fully integrate with Teams is huge,” says Bates. “And it’s great to not have to support yet another piece of software on our end users’ devices.”
The Result: Powerful, affordable, and complete
When asked about the greatest impact of moving from Fuze to 8x8, Bates cited the advanced reporting and analytics. With 8x8, Bates and his team can easily track the number of calls, manage staffing to ensure that the workload is balanced, and review important metrics and KPIs. Plus, if there’s ever any sort of issue, it’s easy to drill down into what happened at every step to get things resolved as quickly as possible. There are even some more advanced analytics capabilities that Summit Fleet doesn’t fully utilize now, but they’re glad to have them for the future.
“With 8x8, call analytics are simpler and more in depth,” says Bates. “8x8 is extremely intuitive, and it’s been such a nice interface to work with.”
When asked if he had any advice for other Fuze users considering a possible switch to 8x8, Bates says: “8x8’s upgrade tools are really well thought out, so take the time, follow the steps, and trust the process.”
