Forward Tech Solutions

Forward Tech Solutions helps facilitate better management of small business IT departments by understanding their specific needs and providing solutions for companies to get the most of their IT dollars. Since technicians are often on location responding to IT calls, communications with customers became increasingly difficult, and more essential than ever.Learn more:www.forwardtechsolutions.com

With a small, dedicated team of IT agents and clients located across Colorado, Forward Tech Solutions needed a way to make technicians in the field more available to clients, improving response times and helping build client relationships.Important considerations included:• Accessibility: Clients depend on Forward Tech Solutions to solve their IT problems, so agents need to be reachable, even if they are out in the field.• Continuity: FTS technicians are constantly on the move. No matter where they are working from, lost service equals lost business opportunities.• Reliability: If calls do get missed, agents need a reliable system to turn voicemails into support tickets so issues are dealt with promptly.

After evaluating several different solutions, Nathan Malone, Lead Technician, decided that Broadvoice’s b-hive platform was the perfect fit for their needs. Multiple aspects of our service appealed to Malone including the auto attendant, mobile app, and visual voicemail.“We spent some time with Just Call, but it was a little too busy and not easy to navigate through the system or make changes. RingCentral wasn’t the right fit and we’ve had our fair share of complaints with them through the years. With Microsoft Teams, the implementation was a bit more involved than we were willing to do. Google Voice lacked many of the capabilities we needed, leading to missed calls and potential lost business. Ultimately, we landed on Broadvoice. The whole web UI is very straightforward and it takes no time to train the staff. Plus, you can get things going in a matter of minutes, which was not possible with any of the other providers.”Broadvoice’s b-hive cloud-based unified communications platform checked all the boxes.“It really was a no-brainer in the end to go with Broadvoice for a variety of reasons, including ease of implementation, the call attendant, and intuitiveness of the web portal and app. Plus, customer service is always top-notch whenever I need support, which is rare.”