By the Numbers
Number of Employees 6,000+
Number of Global Offices 100
By implementing Fuze, PTC moved from a fractured, on-premises system that required coordination with a variety of different vendors to a cloud communications system that provides seamless support on the back-end. PTC was able to resolve extensive dial plan issues that hindered their sales team, and even helped them do a better job keeping their internal directories up to date.
Now, Fuze supports PTC with a global set of local teams and an overall account management team that outperforms carriers. “Even though you, for all intents and purposes, act as a carrier, you do not treat your customers like a carrier,” Mahoney said. “Your account team does a better job handling us than other carriers or other hardware providers have. When we ask our team to do us a favor, they really go and do us a favor.”
The new system has resulted in a significantly smaller operations budget for PTC, and has also saved a great deal of both Mahoney and other team members’ time. In fact, they’ve gone from needing a specialized workforce able to solve complex on-site problems to no longer needing that level of staffing to run telephony.
The Salesforce connector that works with Fuze has also allowed the sales team, the support team, and the renewals team to seamlessly interface between the two systems. They often set up call lists, and then make notes, write cases, and place calls right from Salesforce. That level of integration makes the teams more efficient and effective.
“There’s a lot of advantages to going from a fixed device you couldn’t take with you when you were working remotely and going to a soft solution. It was a lot easier to deal with. Our travelers and our sales reps received it well, because the legacy systems lacked mobile or tablet-enabled options,”
said Jason Mahoney, Principal Telecommunications Analyst at PTC.