Cloudforce: Workforce Utilization in the Cloud
Background Cloudforce, a leader in Microsoft cloud consulting, began its mission to leverage the power of the cloud to build awesome things and make lives better in Virginia in 2010, before...
For over 25 years, Vesta Inc. has provided nationally accredited behavioral health care to individuals throughout Maryland who are homeless or have psychiatric needs. Operating from seven locations statewide, Vesta offers housing, rehabilitation, and clinical services. The Vesta mission is to make each client and their personal development a priority. Vesta achieves this with a solid commitment to the personal growth of its clients and its own staff members—making accessible, scalable, reliable, and efficient communications a major operational priority
Prior to migration, Vesta was using telephony services provided by a traditional regional VOIP provider—a set-up that was proving increasingly cumbersome and ineffective for Vesta’s vital mission. Built as a set of separate locations rather than a single coordinated system, Vesta’s service came up short on handling and routing requests efficiently. VOIP functions were not always accessible for users and the service itself was inflexible and difficult to reconfigure. In addition, decentralized administration and management of the platform between Vesta and its provider was creating clumsy, costly service outcomes.
GOAL 1: TEAMS MIGRATION
GOAL 2: STREAMLINE PROCESS
Cloudforce began its partnership with Vesta by conducting its signature deep-dive assessment of Vesta’s organizational needs and current VOIP platform. This critical discovery phase gave Cloudforce a thorough understanding of Vesta’s operations and how and why the VOIP platform was falling short. Based on this evaluation, Cloudforce concluded Vesta’s best option would be to move its telephony operations to a Microsoft Teams-based solution, hosted in the cloud. This solution would provide the system features and flexibility Vesta needed; aide in streamlining call flow; and provide a simplified, intuitive path for Vesta staff to make system adjustments.
Using its Teams expertise, Cloudforce identified the most optimal Teams-based solution and designed a project plan to ensure a smooth testing and transition process. Throughout all phases of implementation, Cloudforce solicited feedback from Vesta stakeholders and users to ensure that the proposed solution was most optimally addressing needs. Client feedback was also used to further refine the system through all additional testing phases leading up to staff-wide rollout. This regular dialogue continued even beyond implementation, giving Cloudforce the ability to further refine and polish the system while providing input and training for Vesta staff on how to access needed functions and features.
“Cloudforce’s expert assistance enabled us to transition fully to the virtual environment of Teams—without any hiccups! This has improved our communications tremendously and reduced our cost of operations.”
Jignesh Dalal CEO, Vesta Inc.
Vesta staff now possesses comfortable control over the entire telephony system and can make changes and modifications as needed without needing to consult a vendor or partner. With fewer headaches and hiccups to deal with, Vesta now has more time to devote to their mission. Above all, Vesta clients now experience a more streamlined experience and can be more efficiently routed to the provider or staff member who can best address their needs.
The Cloudforce mission is to build awesome things and make lives better by leveraging the power of the cloud. For Vesta, this meant enhancing their ability to provide service in an individualized, tailored manner and improving the efficiency at which Vesta’s clients can access the high quality of service that Vesta provides.