AMR Case Study
You trust AMR with your life. They depend on Continuant.
As Enterprise Telecom Manager for Emergency Medical Services Corporation (EMSC), parent company of American Medical Response Ambulance Service, Inc. (AMR), Tom Landers views reliable telephone service as a matter of life or death. With thousands of vehicles in some 40 states, AMR is the largest contract provider of emergency ambulance services in the United States.
Re-think your telephone systems
A decade ago, when AMR began to be dissatisfied with the level of service from its former maintenance provider, Avaya, it decided to look for an alternative provider for the maintenance and service of AMR’s telephone systems. “We weren’t happy with the type of service we were receiving, the ease of access and the cost,” Landers says, referring to Avaya, his maintenance provider at that time.
Test Drive Continuant
As a possible alternative to Avaya, Landers took Continuant for what he called “a test drive”, utilizing Continuant as the maintenance vendor for AMR’s Avaya systems in AMR offices throughout part of its Western Region. “We liked the feel of the car, and now we have all of our sites with Continuant,” Landers says in reference to the decision that AMR made to standardize on Continuant’s maintenance for all of AMR’s sites – a decision that was made six years ago and involves all of AMR’s contact centers throughout the country.
How do we compare to Avaya?
One of Landers’ colleagues at EMSC is Lisa Pisciotta, Senior Telecom Analyst. Pisciotta agrees with Landers. As someone previously employed by Avaya, she admits that Avaya had a reputation for being “hard to get a hold of.” Pisciotta draws a stark contrast in terms of her ability to communicate with Continuant. “Continuant provides one-stop shopping. I can always count on them. Their engineers are just fabulous.” Pisciotta goes on to state that at a recent Avaya Users Group meeting she recommended Continuant to the group.
Save $1 Million
Since making the switch from Avaya to Continuant, Landers reports that AMR has experienced “significant improvement in customer care and direction.” Given the current economic climate, Landers also points to another significant benefit: reduced cost. With Continuant, “the cost was significantly lower, making the decision a win/win/win for our organization,” he adds. What does Landers mean by “significantly lower”? In all likelihood, AMR’s savings have exceeded $1 million over the last six years, and possibly northwards of $2 million.