Main Benefits - ESI Technologies

Case Study
- LiveXchange
“
“
ESi Technologies
gets new data center
up and running for
LiveXchange in less
than 12 weeks
The customer service we’ve received so far has been
spectacular: professional, dedicated, going above and
beyond the call. When ESI’s team has a challenge, they
figure out a way to get it solved before we even know
there is one.”
-Brian Pritchard, President and CEO, LiveXchange
Client
LiveXchange, a young company that provides a new staffing model for
organizations requiring a Call Center
Challenge
The company’s massive growth and expansion into new geographies
meant new requirements in technological systems and infrastructure
Solution
ESI Technologies, a total solutions provider with deep expertise in
simplifying IT complexity. ESI assesses current and future requirements, proposes long-term solutions, and handles equipment ordering, testing, and installation.
Copyright © 2011 ESi Technologies. All rights reserved. CS-LX-102011
Main Benefits
On-time and under-budget
implementation
Ability to meet near impossible deadline
True scalability for global
expansion
One point of contact for all
equipment manufacturers
Case Study
- LiveXchange
ESi Technologies
gets new data center
up and running for
LiveXchange in less
than 12 weeks
A company with a revolutionary idea
Companies don’t have to go offshore to find high
quality Call Center staff.
Mission critical
Organizations large and small are discovering they can get
top quality customer service staff – and realize fantastic
cost savings – by using customer service agents who work
out of their homes.
LiveXchange had some hefty technological requirements to
ensure that those agents would connect to the right people
in as short a time as possible. So they went looking for a
total solutions provider that could satisfy their complex
needs.
Visionary companies like LiveXchange propose this staffing
model to their customers, who range from small startups to
blue-chip companies. The model is totally unique: they
recruit call center agents, provide the necessary training,
and then ensure end-clients quickly connect with the right
agent when they call with a customer service request.
The result? Organizations have quick and easy access to a
high-quality, cost-efficient customer service team, without
dealing with recruitment hassles or technological concerns.
“People are thrilled to work from home, especially when the
employment options in their immediate vicinity are limited,”
says Brian Pritchard, Founder, President and CEO of
LiveXchange. “And corporations now have access to great
people who work to levels that match or surpass inside
quality measurements, at a dramatically lower cost than
housing a Call Center in one physical location.”
Finding the right technology partner
“We are experiencing exponential growth, and we need a
solutions provider that not only can install the systems we
need, but truly understand our business,” says Sean Sears,
Senior VP of Operations at LiveXchange.
Initially, LiveXchange worked from homegrown systems. As
their growth rocketed, they needed a provider to help them
improve their network, their server infrastructure, and their
storage subsystems, all while ensuring the right level of
security and regulations compliance, as well as 100%
uptime.
LiveXchange chose ESI Technologies to help support their
expanding business. “There were a lot of people knocking
on our door,” says Mr. Sears. “We had our work cut out for
us in our vendor assessments. But when it came down to it,
the decision was easy. And it’s probably one of the best
decisions we’ve made.”
“ESI doesn’t focus on just one brand; they’re very open to
all technology,” he continues. “They really focus on what’s
best for our business. And, they’re experts in integrating
those pieces together – for a network like ours that has
products from multiple manufacturers, that’s key.”
Copyright © 2011 ESi Technologies. All rights reserved. CS-LX-102011
Case Study
- LiveXchange
ESi Technologies
gets new data center
up and running for
LiveXchange in less
than 12 weeks
New data center installed in under 12 weeks
The latest project led by ESI was a data center built from
scratch and installed in the United Kingdom. And they did
it in a miraculously short period of time. “Less than eight
weeks ago, ESI completed ordering all the components,
and we will be live in approximately three weeks,” says Mr.
Sears. “They have really pulled the rabbit out of the hat. We
expect to be live within 12 weeks of starting this project.”
ESI Technologies acted as the main point of contact for
LiveXchange, managing relationships with the individual
manufacturers, which delivered a lot of hidden benefit. “I
just found out that ESI took care of a problem with a part
we ordered – a problem that might have set us back 12
weeks – without us even knowing about it,” Mr. Sears says.
“But they found another way to get it. I got the same
product, the same support, everything I wanted, and it all
happened without me even knowing.”
Building
with scalability in mind
Because ESI Technologies really took the time to understand LiveXchange’s business needs, they were able to
develop an infrastructure that would not only satisfy their
current requirements, but future ones as well.
“Scalability was mission critical for us,” says Mr. Sears.
“We’ve now got a system that I call ‘plug and play’
scalable”. ESI installed a configuration at our new site that
we can easily replicate anywhere in the world. That makes
it much easier to remote manage, far cheaper to maintain,
and far quicker to implement the next time we need to.”
“If I had to give the laundry list of all the criteria we gave to
ESI, it would be a book. And they hit the nail on the head
with all the must-haves,” Mr. Sears says.
To ensure all components were in perfect working order, ESI
received all the equipment at their site, staged the whole
system in their Montreal office, took it down, and then
rebuilt it at LiveXchange’s UK office.
The complete service ensured a smooth implementation for
the company. “We came in on-track and under-budget,” Mr.
Sears enthuses. “And that’s for a data center we built over
9,000 miles away in a very tight time frame.”
Copyright © 2011 ESi Technologies. All rights reserved. CS-LX-102011
Case Study
- LiveXchange
ESi Technologies
gets new data center
up and running for
LiveXchange in less
than 12 weeks
Making a real difference
About ESI Technologies
With technology concerns out of the way, LiveXchange can
focus on the business at hand, which is to provide a truly
revolutionary way of working.
ESI Technologies is a leading mission critical infrastructure
integrator and software solutions developer in Canada.
Brian Pritchard explains, “I just spoke with an individual
who told me that before she became an agent, she never
thought she would be able to provide a normal life for her
daughter. She’s a single mother, had undergone major
surgery, and was trying to live on disability assistance from
the government. Since she discovered this work venue,
she’s been working steadily, and is now getting ready to
buy her first car.”
“We’re making a difference in people’s lives. That’s part of
the reason we’re in this business,” the President and CEO
concludes. “And we wanted a solutions provider that still
had that spirit of entrepreneurship, that understood where
we’re at, and that shared our passion for our work. ESI
provides all that and more. We really see them as an
extension of the LiveXchange family.
ESI specializes in the development, integration and support
of quality solutions that ensure the availability, security,
management and performance of critical data, applications
and networks.
As well, ESI develops software solutions tailored to our
client’s specific business needs and offers integrated
business management solutions such as Action, Microsoft
Business Solutions and Oracle. ESI Technologies is headquartered in Montreal, with offices in Toronto and Quebec
City.
Head Office
3131 Pitfield Boulevard
Saint-Laurent, Québec H4S 1N3
Canada
Phone: (514) 745-3311
Fax: (514) 745-3312
Toll Free: 1 800 260-3311 (US & Can)
[email protected]
Quebec City Office
Toronto Office
Place Iberville IV
2550 Argentia Road, Suite 119
2954 Laurier Blvd. Suite 320
Mississauga, Ontario L5N 5R1
Sainte-Foy, Quebec G1V 4T2
Phone: (905) 814-1506
Phone: (418) 780-8020
Fax: (905) 814-5807
Fax: (418) 780-8021
Copyright © 2011 ESi Technologies. All rights reserved. CS-LX-102011