Read up on how MetTel can benefit your business in our Telecom Case Studies.

The Customer: A key military agency focused on recruitment of candidates throughout the Northeast region.

Challenge: To achieve savings on local and long distance services and secure prompt and proactive customer service.

Solution: MetTel was able to demonstrate great value to the client. MetTel surpassed other bidders on driving savings for the agency and presented a premier customer care platform, which included a dedicated representative and a full suite of online invoice and inventory management tools.

MetTel’s client care team went above and beyond to ensure customer satisfaction; when an existing vendor could not service an inside wiring job at a remote location, MetTel immediately dispatched a technician and ensured timely completion before the grand opening of the new office.

Results: MetTel executed a seamless transition from the client’s previous carriers. Rather than dealing with over 20 different carriers across multiple locations, the agency was able to receive consolidated billing and have a Single Point of Contact for all telecommunications issues and requests. The online portal allowed the customer to understand telecommunications spend by location and on a line level. This transparency permitted the agency to identify underutilized resources and make appropriate reductions in telecom inventory.

The client recognized the firm for its excellent customer service and proactive approach in identifying cost cutting opportunities and moved additional 500 lines to MetTel.

The Customer: A privately owned company operating a broad portfolio of senior living communities, from home health care to medium sized communities offering assisted living and memory care across the United States.

Challenge: Upon consolidating all business line services under MetTel and centralizing the management of traditional voice services, the client was looking to optimize the use of the MPLS network between 20 locations. The selected vendor was required to overlay centralized Internet Access over the MPLS network without interfering with the existing wide area network (WAN).

The MPLS solution had to allow for flexibility of migrating voice services and provide class of service and quality of service, giving the client the ability to assign priority to elements utilizing the network. Due to the client’s acquisition of additional facilities, the vendor had to integrate over a dozen new sites under strict time lines as required by the client’s purchase agreement.

Solution: The dedicated project management team at MetTel designed a comprehensive plan, which allowed the client to avoid disturbances in service by running a new MPLS network without disabling the existing network. All necessary testing was conducted in a live environment with no down time. MetTel’s involvement in every aspect of planning and executing the migration ensured a seamless cut over with minimal involvement of client resources.

MetTel worked with the customer to coordinate a flawless integration of the new locations in the MPLS infrastructure. MetTel’s project management team took on all responsibilities for implementing the network, allowing the client to focus on other tactical aspects of the merger.

Results: MetTel worked within the designated time frame to implement the MPLS network with centralized Internet Access across the customer’s existing and newly acquired locations. Despite the abrupt departure of the IT project lead on the client’s side the day prior to the scheduled transition, MetTel proceeded with the cut over and successfully completed the project. In addition to designing and implementing the MPLS solution, MetTel continually monitors the quality of its service delivery by sending a test signal to each of the client’s routers every five seconds.

The Customer: A worldwide financial protection company and a premier provider of life insurance, annuity, and investment products and services.

Challenge: The client was looking to gain more visibility and control over costs by switching from the Telecommunications Expense Management firm (TEM) handling its telecom inventory and billing to a single nationwide provider. The customer required its full suite of traditional business lines, Centrex lines and PRIs across dozens of locations to be migrated within a two-month time frame. Furthermore, all cut-overs had to be completed on Friday nights only.

Solution: In order to meet the client’s stringent migration deadlines, MetTel assigned a dedicated project manager for advanced services (PRIs) and for traditional voice. To coordinate all aspects of the migration, the MetTel team also conducted two weekly “all hands” meetings with the client’s corporate and site managers for the duration of the project. MetTel performed on-site inventory audits at select locations to assist the client with placing appropriate orders.

In order to allow the customer to provide MetTel with real-time feedback, MetTel set up a live conference bridge during each migration execution. MetTel’s project management and technical support teams were on stand-by to address any arising issues during the Friday nights cut-overs. A designated representative on the client side confirmed successful completion of all conversions.

Results: MetTel installed and turned up 60 PRIs within two months. PRI is a cost-effective solution that provides the customer with the ability to have multiple lines with up to 23 simultaneous calls and routes calls to a specific Private Branch Exchange (PBX) station directly, bypassing the need for an attendant's assistance. This platform allows the company to assign a personal number to each employee, without requiring a separate phone line for every individual.

MetTel also seamlessly migrated 171 traditional business lines across 80 locations, 79 Centrex lines in 5 offices, and 223 trunks across 60 sites.

A dedicated customer care representative supports the account on a daily basis, handling all client requests from repairs to new installs. Additionally, the client is set up on the One.MetTel.Net portal to view all bills, usage reports and place and track tickets. All information displayed in the portal reflects the customer’s internal accounts payable structure and allows the client to assign and manage multiple permission levels to the staff.

The Customer: A premium pizza restaurant chain with 253 locations across 32 states and D.C.

Challenge: The client set out to achieve cost savings on telecom services at over 220 sites. Additionally, the restaurant chain required a solution that would allow for customized call routing from each site’s main listed number to various sites depending on type of call and time of day.

Solution: MetTel’s team of product specialists partnered with client’s IT staff to audit each location and identify underutilized telecom services. Although the customer was already sourcing business line services from a competitive local exchange carrier, MetTel was able to provide the same services at additional savings.

To streamline the client’s call center operations, MetTel implemented a SIP Remote Call Forwarding (RCF) solution via a VoIP soft-switch platform for each of the main listed numbers. According to client’s specifications, calls to each location are routed to a central call center or the retail store based on the time of day and other user-defined variables. Custom greetings are in place for each location.

Results: The customer chose to do a concurrent migration of the lines and port of the numbers. MetTel’s dedicated project management team worked with the client to implement a migration timeline based on the client’s immediate needs for call routing and savings over prior provider. By switching the analog business lines to MetTel, the client was able to cut its costs by an additional 10%.

The cost-effective SIP solution allows an unlimited number of concurrent calls to be routed to the call center for cross- and up- selling opportunities. Furthermore, the flexible voice greeting/prompt technology helps the client with order standardization.

The Customer: One of the nation's leading chains of clothing stores operating under three brands at 4,000 locations.

Challenge: The customer was aiming to consolidate its business voice lines under a single carrier that could provide line level reporting and integration with the client’s existing TEM (Telecommunications Expense Management) firm. To achieve operational efficiencies, the retailer required a single point of contact and standardized procedures for placing repair orders and trouble tickets.

Solution: MetTel partnered with the client’s telecommunications management group to design and execute a comprehensive migration plan over 11 months. The dedicated client care team managed all aspects of the migration, accommodating the client’s schedule and handling all requests for moving existing and installing additional services.

By having MetTel consolidate thousands of invoices into one, the client was able to reduce resources required to coordinate invoice processing. MetTel’s online portal, MetOne, has provided a central point of access for all billing, reporting, and repair issues. The consolidated billing platform and extensive reporting capabilities allow for accurate forecasting. The client was also provided with a customized toll-free customer service number with direct access to the dedicated account representative, thus facilitating information sharing and expediting call processes.

Results: A total of 20,000 lines across 4,000 sites were migrated successfully. During the transition, MetTel’s New Client Services team worked to categorize the customer’s telecom inventory and the intended usage for each line. MetTel identified over 500 obsolete lines, resulting in annual savings of $400,000. Additionally, the team found lines that did not belong to the client; MetTel achieved annual savings of nearly $60,000 by disconnecting the lines.

Overall, MetTel achieved 20% savings for the customer.

The Customer: A leading U.S healthcare provider operating 216 skilled nursing, long-term care, assisted living and mental health facilities in 25 states with approximately 23,520 operating beds.

Challenge: The client set out to achieve three goals:
Organize and consolidate telecom services purchased at more than 200 locations from well over two dozen carriers in 40 states, for the 9 distinct companies.
Implement customized digital billing for all telecom services to be uploaded into their ERP Accounting System, utilizing appropriate General Ledger (GL) coding.
Reduce actual telecommunications hard costs as well as backroom expenses.

Solution: MetTel was able to provide all telecommunications services for the client nationwide; this consolidation allowed the client to significantly reduce the administrative costs of managing multiple carriers. MetTel implemented GL coding conventions for telecom invoicing reflecting the client’s internal accounting structure. MetTel achieved further cost and operational efficiencies for the customer by designing and implementing a custom Business Trunking platform.

In addition, MetTel established a customized site, which details the services and related telecommunications expenses for each facility, utilizing GL codes provided by the client. This portal allows each facility manager to monitor each site’s telecom costs while headquarters personnel can view information by location, division, and on a company-wide level.

Results: More than 3,000 lines in 40 states are now provided by MetTel. MetTel also replaced and aggregated 250 Internet T1’s with custom designed circuits, allowing redundant DS3 Internet access on separate facilities. This architecture provides cost-efficient service redundancy and disaster recovery.

A unique Business Trunking product was deployed utilizing the client’s existing data infrastructure at 65 sites. The solution allows the customer to provide centrally managed individual lines to facilities on the existing data network for administrative and patient use. This platform is built on the simultaneous call basis and costs a fraction of a traditional business line model. Optimizing the number of concurrent calls resulted in 80% savings for the client.

The Customer: A publicly traded health care services company whose subsidiaries and affiliates own and operate acute care hospitals and related ancillary health care businesses.

Challenge: Upon making a decision not to renew their contracts with several major Incumbent Local Exchange Carrier (ILEC), the client was looking for a single carrier to help streamline its telecommunications operations. The selected provider had to install or migrate 295 ISDN PRIs, 4,000 business lines and multiple PBX Trunks, and Toll Free services across 60 locations under strict time constraints. Additionally, the customer needed unified billing and visibility into telecom spend by each location. The carrier was required to partner with stakeholders across the organization to mirror the client’s existing traditional and advanced services and ensure a seamless transition.

Solution: Dedicated project managers were assigned to manage the move of PRIs and business line services to MetTel. To coordinate all aspects of the migration, the MetTel team conducted weekly meetings with regional leads and the customer’s corporate telecom manager. These forums allowed the client to resolve any ongoing issues and track project status.

MetTel’s project management team worked with the client’s local site contacts to confirm existing infrastructure in order to parallel the services being transitioned to MetTel. MetTel worked with each hospital coordinator to develop a unique cut over process, including scheduling out of business hours and dispatching technicians to test the circuit prior to porting the lines etc. Each migration was monitored via a real-time conference bridge, allowing MetTel’s project management and technical support teams to address any arising difficulties.

Results: MetTel successfully migrated the customer’s services from various carriers and provided a single billing platform, allowing the client to track its spending on a line level and optimize its telecom inventory based on detailed usage reports. The invoicing structure was designed to reflect the customer’s internal accounts payable conventions. MetTel also provided a comprehensive online portal to support all invoicing, reporting, and help desk functions.

MetTel continues to conduct weekly status conference calls with the customer’s telecom managers and consistently reviews billing for all sites to ensure complete accuracy. As the client’s telecommunications needs evolve, MetTel is able to offer additional solutions to address the changing requirements. The customer is currently utilizing MetTel’s VoIP platform via the Hosted PBX service at 2 facilities. With the imminent expansion of its facilities, the client will be turning to MetTel to design appropriate telecommunications solutions.

The Customer: A specialty retailer of children's merchandise with over 900 stores in U.S., Canada and Puerto Rico.

Challenge: The client set out to reduce telecommunications costs and consolidate services across its retail and corporate locations. The client solicited competitive bids from MetTel and two other CLECs and narrowed it down to MetTel and a competitor during initial negotiations. The next step entailed a 15 store pilot with both carriers to make the final selection.

Solution: MetTel partnered with the client’s IT to develop a migration plan with minimal impact to the end-user. MetTel not only excelled at service delivery, it provided the retailer with a true extension of its limited telecom management team. The dynamic business model of the client required a highly responsive account management approach, accommodating the customer’s ever-changing install dates for new stores.

MetTel also provided a full-service online portal with consolidated electronic billing for all sites, ability to audit spending and usage via a suite of detailed reports, and extensive help desk functionality. Because MetTel is electronically bonded with underlying carriers, the client gained access to real time status of service tickets.

Results: The client selected to move forward with MetTel for two key reasons:
Investment in IT/Portal technology which provided 24x7 access to the customer’s store data as well as service/reports
Familiarity with "mall-based" retailers and references in that space

MetTel continues to demonstrate significant savings for the client. Since 2007, the retailer has seen 30-35% savings on Local and Long distance for store bills and 15-20% on the corporate trunks relative to what was spent prior to the MetTel migration.