Customer Story:
Big Brothers Big Sisters

Big Brothers Big Sisters (BBBS) of Southern Minnesota is a nonprofit that was experiencing tremendous growth. In 2005 it was part of a merger that resulted in the nonprofit having two separate locations to manage in Owatonna and Faribault, Minnesota.

The phone systems used by BBBS were antiqued and cumbersome. For example, in the Faribault office the voicemail system consisted of a cassette tape answering machine. Further complicating matters were the multiple vendors BBBS used for email and Internet access. This arrangement resulted in quality issues and trouble-shooting problems. Finding the right vendor to fix the right problem was often difficult. And because remote access was not available, staff members who were out of the office could not retrieve their voicemail or email until they came into the office. Nathele Beadell of BBBS concluded, “We needed more efficient ways to communicate between locations and with our clients.”

BBBS chose Encompass Unified Communications because it was a cost-effective solution for all their needs. With four-digit dialing and toll-free calling between the two offices, immediate cost savings were realized and internal communications were simplified. And with almost three quarter of BBBS’s staff working outside the office, the Encompass solution dramatically improved productivity. By allowing employees to have control (through Single Number Reach functionality) over their caseworker calls, clients can reach them wherever they are working. Plus employees are able to retrieve emails from any phone with Encompass’ text-to-speech functionality and get their voicemail and faxes through their computer. This allows employees to work outside the office without losing contact with clients and other staff. Together, these Encompass mobility features allow for quicker customer responses and fewer call backs.

BBBS confirmed that communications between locations and staff members improved significantly. Communications with clients also showed tremendous improvement, which in turn has increased employee productivity and results. The Encompass phone system and a Technology Improvement Grant that provided laptop computers for caseworkers and employees has helped BBBS achieve and successfully support a 400 percent caseload growth in 2005 and 2006. In addition, Encompass’ robust call history reporting capabilities supported BBBS’s nonprofit requirements for accurate and real-time data reporting.
 
Nathele Beadell said, “BBBS could not be happier with our new Encompass VoIP communications system. As a nonprofit, funding is always an issue. It was phenomenal to find an advanced technology solution of this caliber that was so affordable. And Encompass Customer Service has exceeded our expectations. It is wonderful.”

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