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Archbishop Riordan High School Transforms Communication with Zoom

OVERVIEW

Archbishop Riordan High School faced significant issues with its previous UC system, Elevate by Intermedia. The system lacked essential features, offered little control, and had unclear pricing structures. The vendor’s attempt to raise fees by $1,000 per month, coupled with poor customer service and contract bundling that caused operational disruptions, led the school to seek a new solution. The situation worsened when the vendor demanded a two-week notice to return all hardware, further damaging the trust in their business relationship. Archbishop Riordan High School needed a new UCaaS solution that would be transparent, feature-rich, and provided by a partner who valued their business.

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Spotlight: Unified Communication as a Service (UCaaS)

Background & Challenges

SUMMARY:

John Wu, IT Director at Archbishop Riordan High School, contacted Zoom to recommend a new technology partner because the previous vendor was not meeting the school’s needs.

CHALLENGES:

  • The school used the Elevate UC system from Intermedia, a cloud-based phone system lacking features and options.
  • John felt he had little control over the system, and there was no transparency in pricing.
  • The prior vendor attempted to increase monthly fees by $1,000, which signaled a lack of value for their business.
  • The initial bundled contract caused numerous issues, and unbundling the services became complicated.

The vendor gave only two weeks’ notice to return all hardware, creating further frustration for the school and the immediate need to find a technology partner who valued their business. 

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Process & Solution

Zoom introduced Archbishop Riordan High School to Packet Fusion’s Senior Technology Advisory team. Throughout the summer, even while on vacation, they worked together to discuss phone options, pricing, licensing, and the specific needs of the school’s environment.

Within a short period, Packet Fusion’s Project Manager and Senior Engineer joined the team to create a detailed roadmap for success. This included weekly check-ins and status reviews to ensure the project stayed on track.

The entire team communicated effectively, and the process ran smoothly from start to finish, with absolutely no complaints. – John W., IT Director

Final Outcome

Customer service is essential to us, and the ability to work with a trusted vendor and partner like Packet Fusion makes all the difference.

With our previous vendor, there was a complete lack of transparency, particularly around ongoing price increases. They held us hostage with the threat of additional contracts and bundled services, which made everything more complicated. For five years, their solution to any problem was to have us sign a new contract and bundle more services—a poor business practice.

We want to feel valued, not just sold to. We look forward to working with Packet Fusion, a partner who genuinely cares about our school and what’s best for us. It’s refreshing to be on the same page and have a quality, productive relationship.

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