Pro-Sweep

1-99 Employees
Customer Engagement

Today’s customer relationships are ongoing conversations that unfold across time and channels. Phone, video, email, chat, social: It’s all one integrated omnichannel now. Done right, seamless execution pays off in increased revenue and higher lifetime value of customers. Our customer engagement solutions make it possible. 

Team Engagement

Team engagement is the magic that happens when everyone in your workforce is connected effortlessly to the mission, to each other and to customers. When it works you feel it in your culture and on your balance sheet—and your customers feel it most. Barriers disappear. Productivity rises. Our team engagement solutions get you there.

“In this highly competitive market, it’s extremely important that we’re cost competitive, our Avaya solution is helping us achieve that.”

—Paul DiMattia, Vice President of Finance and Operations, Pro-Sweep

Benefits

Increased Productivity
Reduce Cost

PRO-SWEEP, INC. “CLEANS UP” WITH AVAYA CLOUD CONTACT CENTER SOLUTION

OnAvaya™ – Google Cloud Platform Helps Silicon Valley Maintenance Company Stay on Top in a Competitive Market

A recent study shows economic growth in Silicon Valley’s technology sector has swelled to unprecedented levels, resulting in a building boom in the San Francisco Bay Area. Not only is housing in short supply, commercial building and refurbishing is skyrocketing. This has been a boon for full-service maintenance companies, such as industry leader Pro-Sweep, Inc., that provide valley companies with custom commercial maintenance programs.

Founded in 1982, Pro-Sweep is a family-owned, complete maintenance company, serving more than 1,500 accounts in the greater Bay Area. Its clients include some of the most recognizable names in the Silicon Valley - Apple, Google, Netflix and eBay, as well as many of the region’s largest commercial real estate developers. The company has experienced 428-percent growth over the past four years. But, as Paul DiMattia, vice president of Finance and Operations for Pro-Sweep, points out, the upswing in development has also increased the competition for commercial maintenance contracts.

“We’ve seen growing competition over the last two years, with companies coming from other parts of the state looking to tap into the Bay Area market,” explains DiMattia. “We have been in the area for a long time, and have built up a great reputation with our clients, which keeps us ahead of the competition. In fact, the majority of our work – 90 percent – consists of repeat clients.”

Another important competitive differentiator for Pro-Sweep is its use of the latest technology to continually improve its customer responsiveness. “Being in the Silicon Valley, which is known for technology, we need to keep up with the trends and the changes to better serve our customers,” says DiMattia. “It’s a fast-growing market and we want to be one step ahead of our competitors all the time.”

I don’t want to keep up with the Joneses,” DiMattia adds. “I want to be ahead of the Joneses!”

Avaya-powered cloud solutions are helping Pro-Sweep achieve just that. The recent deployment of the OnAvaya™ – Google Cloud Platform has provided Pro-Sweep with a cost-effective, high-quality phone solution that is improving efficiency across the company and, ultimately, resulting in better customer service.

“The scalability of the Avaya solution was a big selling point. The increased integration with our database will only continue to help us serve our customers better, and in the end boost customer retention."

—Paul DiMattia, Vice President of Finance and Operations, Pro-Sweep

Time for a Change

When the aging phone system at Pro-Sweep was due for an upgrade, DiMattia turned to Avaya.

“Not only did we need new equipment, we were lacking important features on our phone system,” he recounts. “We actually service the Avaya corporate headquarters building, so we were very aware of Avaya’s reputation in the industry, they were our first call.” In keeping with its drive toward innovation, Pro-Sweep was one of the first companies in North America to deploy the OnAvaya – Google Cloud Platform. DiMattia reports that the installation was a breeze. There are currently 15 phones running on the platform in the Pro-Sweep offices, and representatives in the field as well as mobile sales staff are using the OnAvaya – Google Cloud Platform application.

As DiMattia explains, the Avaya cloud solution was a win for Pro-Sweep from both a functionality and a cost perspective. “Our IT consultant felt that the Avaya solution was a great fit for our company in terms of capabilities, not only for where our company is today, but for where we’re headed. And I’m not an IT guy, I’m a finance guy, so when I was presented with the proposal, it was a no-brainer for me from a cost standpoint.”

In the Cloud

DiMattia chose a cloud-based phone solution for several reasons.

“We wanted to stay current with the latest trends and advances in technology, and once I started researching cloud solutions, I realized just how seamless it would be to integrate with our online database,” he says.

When a client calls Pro-Sweep, all of that client’s information will show up automatically on the agent’s screen. And DiMattia believes that will pay off in customer satisfaction. “This integration with our client database delivers a superior customer experience. When we have the information at hand quicker, we’re able to get our maintenance teams out to a customer site faster.”

In addition, the advanced telephony features offered by the OnAvaya – Google Cloud Platform are streamlining communications at Pro-Sweep. The app allows calls to be seamlessly transferred from Pro-Sweep headquarters to the cell phones of employees in the field. This is a significant time savings over the previously cumbersome process of trying to contact employees who were not in the office.

DiMattia and the entire Pro-Sweep staff also appreciate the flexibility of the Avaya voice mail system, which delivers voicemails in multiple formats and allows those messages to be shared and forwarded.

“I’ve only just scratched the surface when it comes to the features of these phones, I’m sure there are many more features that I can leverage,” he says.

CHALLENGES

  • Reap the benefits of Silicon Valley building boom by improving customer responsiveness
  • Create organizational efficiencies to keep costs low
  • Continue to stay ahead of the competition through superior customer service

VALUE CREATED

  • Administrative efficiencies that support the company’s growth
  • Significant telephony cost savings that can be passed on to customers
  • Integration of phones, database and GPS, resulting in improved customer experience
  • A scalable contact center solution that will grow with the company

Boosting Efficiency

DiMattia reports compelling administrative efficiencies enabled by the Avaya cloud solution that are supporting the company’s growth.

“The Avaya solution makes us all that much more efficient, so there is real added value there for each individual employee within the office,” he says. “It’s hard to put a price on that time savings, but trust me, it adds up.”

What DiMattia can put a price on is the monthly cost savings at Pro-Sweep now that the Avaya voice solution is up and running. “In this highly competitive Bay Area market, it’s extremely important that we’re cost competitive, and our Avaya solution is helping us achieve that.”

Not only is the company saving significantly in monthly service fees, it has also eliminated regular, and expensive, maintenance on its very old switch panel.

The user reaction to the new phone system has been overwhelmingly positive. “The clarity is just amazing, even when we’re using the app on our cell phones,” says DiMattia. “We had a lot of static on the previous lines, so the call clarity with our cloud solution was one of the things everyone noticed right away.”

A Growing Company

As Pro-Sweep’s phenomenal growth continues, the Avaya cloud solution is ready to support it. The company has near-term plans to expand operations and open an additional office. Thanks to the scalability of the Avaya platform, Pro-Sweep will be able to easily add new phones and quickly ramp up its contact center capabilities.

“The scalability of the Avaya solution was a big selling point,” says DiMattia. “The increased integration with our database will only continue to help us serve our customers better, and in the end boost customer retention. And for new customers, calling us for the first time, they’ll have a top-notch experience, which means more customer wins for us.”

Another exciting project in development at Pro-Sweep is the integration of the Avaya phones with the GPS systems in the company’s fleet of 45 trucks. When a customer calls Pro-Sweep, their location information will pop up and the agent can immediately see which truck is close by and quickly dispatch maintenance support.

“How quickly we can get out to a job site is extremely important to our customers,” explains DiMattia. “This GPS integration will give us a competitive advantage because we can get our people out there faster.”

“I would definitely recommend the Avaya cloud solution to other small businesses,” concludes DiMattia.

“The Avaya solution makes us all that much more efficient, so there is real added value there for each individual employee within the office.”

—Paul DiMattia, Vice President of Finance and Operations, Pro-Sweep

About Pro-Sweep

Pro-Sweep is a one-stop maintenance service company that specializes in creating individualized custom maintenance programs at cost competitive pricing. Pro-Sweep has a team of experts in all areas of commercial maintenance to assure your property is refreshed to impress. Power sweeping, parking lot striping, steam cleaning, day porting, janitorial and window washing are just a sampling of the services Pro-Sweep specializes in.

CUSTOMER PROFILE
  • Headquarters:

  • United States

  • # Employees:

  • 15

Pro-Sweep is a one-stop maintenance service company that specializes in creating individualized custom maintenance programs at cost competitive pricing. Pro-Sweep has a team of experts in all areas of commercial maintenance to assure your property is refreshed to impress. Power sweeping, parking lot striping, steam cleaning, day porting, janitorial and window washing are just a sampling of the services Pro-Sweep specializes in.

What our Customers are saying
“I would definitely recommend the Avaya cloud solution to other small businesses."

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  • Paul DiMattia

  • Pro-Sweep

AVAYA SOLUTIONS DELIVERED