Eagle Transportation
"You don't need a lot of money to establish a successful small business. You just need the best solutions. With Aptela, I can get an affordable application, with tons of features that help me drive my business."
David Kraitzick, Vice President of Sales & Marketing, Eagle Transportation/Atlanta
Challenge: Balancing high call volumes with a remote and mobile workforce.
Eagle Transportation/Atlanta, a freight management firm, has 18 offices and 47 remote employees distributed across the United States. It also has 1500 trucks on the road every month-and around the clock. Keeping track of everyone and making sure customers' goods get from Point A to Point B means that Eagle employees spend most of the day on the phone. To manage this web of communications-as well as establish a unified image- David Kraitzick, Vice President of Sales & Marketing in the Atlanta office, tried several phone solutions before settling on Aptela.
Solution: Finding a system that works from anywhere.
For Kraitzick, his business is as virtual as it gets. But Aptela lets his teams work as though they are all in one building. Every employee, regardless of where they are, has access to the same communication tools and can pick up any incoming call day or night. That's crucial for Kraitzick, whose 38 brokers each take 200 to 300 calls a day. "Aptela gives us a big business image and small business overhead," says Kraitzick.
With Aptela's Small Business VoIP service, Eagle has the tools they need to manage a fast-paced business:
- Call Forwarding and Find Me/Follow Me supports a highly mobile workforce spread across 18 offices.
- Remote Office Capability lets employees plug in their Polycom phones at home and go right to work.
- Call Reporting allows employee productivity and activity to be measured.
- Polycom IP 601 phones handle as many as 12 calls at a time.
- Web Portal lets employees make changes to their accounts, take notes and manage contacts.
- Outlook Integration allows staff to dial right from their address book.
- Auto Attendant routs calls by region and team and projects a consistent image.
- Overlay Capability allows calls to be redirected from the corporate office (which doesn't use Aptela yet).
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Call Detail Records itemize every users' account.
Result: Growing a business with a phone system that moves as fast as they do.
Things are always on the move at Eagle Transportation. As new hires join and teams are reconfigured, Aptela gives Eagle the ability to quickly turn up or turn down service. Eagle's Account Administrator quickly and easily makes changes through Aptela's web portal. And since Aptela doesn't require long-term contracts, Eagle pays only for the service it uses. Today Eagle uses Aptela to:
- Quickly rout calls from headquarters to the appropriate regional office.
- Allow employees to work from home and make changes to their account via the web.
- Reach drivers on the road.
- Tie together remote locations with a single, unified brand.
- Blast incoming calls to as many as eight sales reps simultaneously.