CASE STUDY
How Interbay Veterinary reduced recurring phone-service costs by approximately 80%
Client snapshot
Interbay Veterinary Care Center needed to replace troublesome legacy telephone service serving an aging Panasonic system and approximately six phones. The transition also had to account for fax, four telephone numbers, and a Guardian fire and security system that depended on a phone line.
The Situation
When Steve Coffin contacted Caisson on November 6, 2024, Interbay had used CenturyLink and its predecessors, Qwest and US West, for more than 26 years. The practice had experienced recurring line problems for nearly three years, including one line that had been out for roughly four months.
Choosing a new phone system was only part of the task. Interbay needed a practical way to move beyond its aging equipment and analog lines while accounting for the other services connected to them.
Caisson's Assessment
Caisson reviewed Interbay's telecom invoices and existing environment to understand both the cost of service and the requirements for a replacement. Brian performed an on-site cabling and environment assessment, and Caisson arranged testing to assess whether the existing connection could support cloud calling.
The assessment identified a dependency outside everyday calling: the Guardian fire and security system relied on a traditional phone line. That connection needed its own plan alongside the communications transition.
Alternatives Considered
Caisson evaluated business phone services from Net2Phone, RingCentral, Comcast, and Avaya Cloud Office. It also evaluated business internet alternatives from Lumen and Comcast.
For the alarm-line dependency, Caisson investigated Ooma AirDial and For2Fi. Considering these services together gave Interbay a practical basis for deciding what to change and how the services would work alongside one another.
The Recommendation
Caisson recommended Avaya Cloud Office, powered by RingCentral technology. Brian believed its technology and approach to implementation and support best fit Interbay's needs. The recommendation considered how the practice would make the transition and receive support, alongside the platform itself.
Interbay selected Avaya Cloud Office and elected to retain its existing internet service.
Implementation & Coordination
Brian participated in technical onboarding calls and coordinated requirements, the migration of four telephone numbers, routing changes, testing, and communication between Interbay and the provider. Avaya personnel performed the actual platform configuration and changes. Guardian installed a wireless alarm solution to address the alarm-line dependency.
Caisson's involvement continued after deployment. As the practice worked through call-routing and usability issues, Brian helped communicate the needed changes and coordinated follow-through with Avaya. This ongoing advocacy helped bring the remaining configuration and usability issues to resolution.
The Results
Interbay moved from its legacy CenturyLink telephone service to Avaya Cloud Office, with the alarm dependency addressed and follow-up configuration issues resolved.
Recurring phone-service expense fell from approximately $371 a month for CenturyLink and long-distance service to approximately $75 a month for Avaya Cloud Office, calculated from its annual cost. That represents a reduction of approximately 80%, or more than $3,500 annually. These savings cover phone service only.
“You helped us immensely and I am happy for you to publish this story.”
Steve K. Coffin, DVM
Interbay Veterinary Care Center
Key Takeaway
Interbay's phone decision reached beyond the phone system. Existing connectivity, the alarm line, implementation responsibilities, and day-to-day usability all needed attention. Caisson's value as an independent technology advisor was in connecting those decisions, recommending the fit it believed was right for the practice, and staying involved through the follow-up work.
Plan your next technology decision
A technology decision starts with understanding your business, your existing services, and what needs to improve.