LEADING DIRECT MARKETING PRODUCTION COMPANY TURNS TO FORCE 3 FOR ADVANCED IP NETWORK Founded in 1968, Rockville, Maryland-based EU Services is one of the nation’s premier full-service direct marketing production companies, employing approximately 385 people. Business Challenge After defining EU Services’ goals, • Aging phone system caused Force 3 implemented a Cisco Unified daily communications Communications platform. The challenges advanced solution would converge •Current system threatened to the company’s data, voice and video erode EU Services high level networks onto a single IP network. of customer service “Force 3 and Cisco understood our needs and provided a complete solution With an aging Nortel PBX (private that met our goals branch exchange) that couldn’t keep and budget,” says pace with its ambitious goals, EU Paul Nicholson, Services was experiencing significant Vice President and growing communication challenges of Information daily. In addition to speed, scalability Systems, EU and support issues, the antiquated Services, “And we phone system was growing extremely knew Cisco would costly to maintain. be in the phone “Force 3 and Cisco business for years to come so we were understood our Perhaps more significant, the company’s confident we were investing in a long- needs and provided existing solution couldn’t integrate supported solution.” with its Microsoft CRM (customer a complete relationship management) application solution that met and there was no way to remedy the our goals and solution without major and costly budget” custom programming. This threatened to erode the high level of customer service on which the company had -Paul Nicholson, prided itself for 40 years. Vice President of Information Systems, After evaluating solution providers EU Services including Avaya and ShoreTel, EU Services selected Crofton, Maryland- headquartered Force 3, Inc., to overhaul its network. The 300-employee company founded in 1991 is a Cisco Gold Certified Partner and holds Cisco specializations in several solutions, including Advanced Security, Advanced Unified Communications and Advanced Wireless. Network Solution • Cisco Unified Communications • Force 3 Installed Cisco “We’re now realizing just how insufficient Catalyst switches our prior system was, “ Nicholson says. “It used to be only a few people knew In October 2007, the implementation how to access our corporate directory began. To ensure a stable network core, and most people couldn’t conduct Force 3 installed Cisco Catalyst 3560 a simple conference call without and 4510 switches, enabling Power over consulting the help desk. Our Cisco Ethernet (PoE) functionality. solution’s intuitiveness has remedied that.” Force 3 implemented wireless access points and controllers to provide EU “We now have a solid communication Services the ability to control equipment solution to improve customer service, remotely from a central location and the and a platform on which to grow quickly ability to deploy advanced solutions in and easily. There are definitely less the future. expensive systems out there, but none offering the back-end integration or To satisfy EU Services’ call processing quality. I definitely recommend Force 3 and customer service requirements, and Cisco – in fact, I already have.” Force 3 implemented Cisco Unified Communications Manager, the powerful call-processing component of the Cisco Unified Communications solution. On top of this, Force 3 added Cisco Unity, a full- featured voice and unified messaging platform. Contact us at: Force 3, Inc. Business Results 2151 Priest Bridge Dr • Solid communication system to Crofton, MD 21114 improve customer service • Platform provides ability to grow with the company’s needs Toll free: 800.391.0204 Fax: 410.721.5624 Following a smooth implementation, EU Services is extremely satisfied with the www.force3.com functionality and potential its new Force 3-implemented Cisco solution provides. “Our VoIP solution is tied into our active directory, making adds, moves, and changes that used to be costly and difficult a breeze,” says Nicholson. “And in addition to increasing customer responsiveness, we now easily log call information into our CRM solution, enabling easy reporting.” Nicholson concludes that the Cisco Unified Communication provides EU Services a reliable, scalable network that empowers the company to satisfy its current and future goals.
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