Customer Story: A Leading Medical Research Company Transforms Global Communication

 

Overview

A premier medical research company, headquartered in the United States, operates globally with offices in over 40 countries. Their mission is to advance medical science through innovative research and global collaboration. However, their telecommunications infrastructure was not keeping pace with their growing needs. Faced with costly and inefficient communication services, they sought a better solution.

The Challenge

The company was under contract with a legacy telecommunications provider, which presented several critical issues:

• Prolonged Provisioning Time: The provisioning of new toll-free numbers often took months, delaying important research collaborations and clinical trial coordination.
• Excessive Costs: Their monthly invoice for Global Inbound Service was exorbitant, with significant charges for toll-free numbers in various countries.
• Lack of Transparency & Control: The customer had limited visibility into their call data, analytics, and service features, which hindered their ability to optimize operations.
• Rigid Payment Structure: Their previous provider lacked the flexibility to accommodate their invoicing preferences, making financial management more cumbersome.

To streamline their global operations and reduce costs, the medical research company sought a new telecom partner that could offer better efficiency, transparency, and cost savings.

Solutions

Recognizing their challenges, we worked closely with the company’s Network Engineers to deliver a tailored solution. Our approach included the following key steps:

1. Customer Reference Check
   • Before committing to a new provider, the customer wanted to speak with at least three existing clients to discuss the platform's reliability and performance.
   • With thousands of long-term clients across various industries—including healthcare, financial services, insurance, and technology—we facilitated discussions with reference customers who had similar needs.
2. Product Demonstration
   • We provided an in-depth demo of our web interface, showcasing real-time reporting, call analytics, and advanced features such as call routing and failover options.
   • The customer was particularly interested in our ability to offer number provisioning in difficult-to-access regions, which was a critical requirement for their global research efforts.
3. Flexible Vendor Setup & Payment Options
   • The company required a vendor that could accommodate pay-upon-receipt invoicing.
   • Our flexible billing options made it easy for them to integrate us into their procurement and payment workflows.
4. Seamless Number Porting & Fast Provisioning
   • We worked closely with the customer to port their existing toll-free numbers to our network without service disruptions.
   • They also began setting up numbers in multiple countries, including locations where obtaining toll-free numbers had been previously challenging.

Results

After transitioning to our service, the medical research company experienced significant improvements across multiple areas:

• Dramatic Cost Savings
  • 87% reduction in their monthly telecom invoice.
  • 81% decrease in Netherlands toll-free costs.
  • 61% decrease in Brazil toll-free costs.
  • 85% decrease in Germany toll-free costs.
• Faster Service Activation
  • The time required to provision new numbers dropped from months to just days, ensuring timely communication setup for new research projects and clinical trials.
• Enhanced Control & Analytics
  • The customer gained full visibility into their call data through our web interface, allowing them to track call volumes, optimize call routing, and analyze usage patterns for cost efficiency.
• Improved Customer Support & Account Management
  • With dedicated one-on-one account management, the company had a direct point of contact for any support requests, ensuring swift issue resolution and proactive service improvements.

Buy a virtual phone number with call forwarding

Three years after making the switch, the medical research company continues to expand its global reach with reliable, cost-effective communication solutions. They have not only reduced costs but also improved operational efficiency, giving them more time and resources to focus on their core mission: advancing medical research and saving lives.