CASE STUDY
HOW INTERBAY VETERINARY RESTORED RELIABLE COMMUNICATIONS AND CUT TELECOM COSTS BY MORE THAN 60%
Interbay Veterinary Care Center | Seattle, Washington
The Challenge
After more than 26 years in practice, Interbay Veterinary Care Center was dealing with a problem no client-facing business can afford: unreliable communication.
For more than three years, the clinic experienced intermittent static, lost dial tone across hunt-group lines, recurring service disruptions, and repeated repair tickets without a lasting resolution. At the same time, its on-premise phone system had reached end-of-life.
The clinic knew something needed to change, but the path forward was not obvious.
The Advisory Approach
Caisson began with discovery rather than a product recommendation. The work included understanding how the clinic communicated with clients, reviewing telecom bills, identifying inefficiencies, and mapping the future communication workflow.
Caisson then evaluated multiple UCaaS platforms and internet options and performed an on-site assessment to validate network readiness for cloud voice.
THE SOLUTION
After comparing the available options, Interbay Veterinary selected Avaya Cloud Office for voice and communications and Comcast Business Cable Internet as the primary connection.
Caisson also helped move alarm and security services away from legacy POTS lines to modern cellular/IP alternatives and referred a trusted specialist to address internal Apple/Mac workstation issues.
THE RESULTS
Previous monthly telecom cost: approximately $460
New monthly telecom cost: approximately $180
Monthly savings: more than 60%The new environment restored reliable communications and gave staff more flexible ways to interact with clients through desk phones, mobile devices, SMS/text messaging, and video conferencing.
CLIENT FEEDBACK
“I have thought many times that I needed to contact you to say thank you for all of the help through our phone transition… I am very happy to say that we are done with CenturyLink. Our new service with Avaya… is working quite well.”
WHY IT MATTERS
This project was not simply a phone-system replacement. It required understanding the business problem, comparing multiple providers, validating the underlying network, coordinating adjacent systems, and helping the client move away from outdated infrastructure.
That is the role Caisson is designed to play: independent guidance that helps organizations make better technology decisions and build stronger foundations.
HAVE AN IMPORTANT TECHNOLOGY DECISION AHEAD?
Caisson can help you understand your current environment, compare options, and determine the right next step.