CCaaS for Hospitality Case Study: Topaz Services
Case Study:
How Topaz Transformed Their Contact Center with Packet Fusion
Overview
Client: Topaz Services
Industry: Hospitality Contact Center Services
Business Size: Medium
Headquarters: Mill Valley, CA
Founded: 1986
Tech: Contact Center as a Service (CCaaS)
Topaz’s Business Model Delivering Personalized Hospitality Solutions
Topaz specializes in providing customized reservation and sales experiences for the hospitality industry, serving a network of 73 hotel clients. Their contact center operations are designed to create a seamless and personalized booking process, ensuring that guests receive top-tier service tailored to each hotel’s unique offerings. By maintaining a hands-on approach with their clients, Topaz differentiates itself in the industry through its commitment to high-touch customer engagement and operational flexibility.
The Challenge
Shortly after implementing a new cloud contact center solution, Topaz received unexpected news—the provider announced it would soon be discontinued, requiring them to find a new solution quickly. With time ticking and their operations on the line, they needed a fast, effective replacement. Having partnered with Packet Fusion for over 20 years, they knew exactly where to turn. Their goals were clear:
- Expand their capabilities to serve more clients
- Eliminate growth restrictions from their previous system
- Offer more flexibility and better services to their hospitality customers
The Solution
We took a deep dive into Topaz’s needs and walked them through three potential solutions. After careful evaluation, Zoom Contact Center stood out as the best fit. Here’s why they went with Zoom:
- Scalability. They could easily expand or contract as needed.
- Familiarity. Employees already knew Zoom, making training a breeze.
- Ease of Adoption. Post-COVID, it was a seamless transition.
How Packet Fusion Helped
Our role didn’t stop at recommendations. We were hands-on throughout the transition, making sure everything went smoothly. Here’s how we made it happen.
Advisory Support
Our Client Success Manager bridged the gap between Topaz’s needs and Zoom’s features, ensuring a perfect fit.
Technical Advocacy
Solutions Architect provided key insights that continue to shape Topaz’s operations today, ensuring a perfect fit.
Tailored Deployment
We customized the setup to meet Topaz’s unique requirements, keeping their 73 hotel clients top of mind.
Ongoing Partnership
Even after launch, we meet with Topaz monthly to fine-tune their system and explore new opportunities.
How Packet Fusion Helped
Our role didn’t stop at installation with CCaaS for hospitality—we made sure everything worked better than before.
- Expert Guidance. We set clear goals, established expectations, and held weekly check-ins to ensure accountability.
- Proactive Support. Our Solutions Architect worked closely with Riordan’s IT team to ensure a smooth, customized deployment.
- Training & Preparation. Staff received hands-on experience before the cutover, minimizing the learning curve.
- Minimal Post-Go-Live Support Needed. The system was so well implemented that support requests after launch were nearly zero.
What Topaz Had to Say:
“The only word to describe our partnership with Packet Fusion is IMPERATIVE. Their expertise, strategic guidance, and ongoing support have been essential to our success. We continue to rely on them for large-scale onboarding projects and evolving our contact center capabilities.”
Stephen Lewis – Contact Center Systems Administrator, Topaz Services
The Results
Topaz sees Packet Fusion as a long-term partner in their growth.
Topaz’s journey with Packet Fusion is far from over. As they explore:
- Strengthening security with endpoint protection
- AI-driven voice transcription for better insights
- Scalable onboarding that optimizes their operations with our expertise
With Packet Fusion in their corner, Topaz is set up for long-term success in the ever-changing contact center landscape.
An increase in their customer satisfaction statistic.
The Message is Clear.
Packet Fusion doesn’t just sell technology.
We ensure success.
Contact Us
Let’s talk about your challenges, options, and pricing. Call 975-701-2020 or complete the form below.
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