Case Study

Avaya Streamlines Internal Processes, Opens New Markets for Marine Rescue Technologies

"The objective was always to move AutoCrew to the cloud, that’s what we’ve done through the Zang Cloud CPaaS solution and it went very smoothly"

Company can now deliver solutions in a fraction of the time, greatly expand into vertical markets

Since 2003, Marine Rescue Technologies (MRT) has provided life-saving safety solutions to the marine and energy sectors. With high-quality man overboard alerts, alarms, locators and retrieval systems — and a commitment to integrity and customer service — the Florida-based company delivers security and peace of mind.

MRT works very closely with each of its customers to develop highly customized solutions. That necessitates a reliable business communications solution. Unfortunately, MRT had a phone system that was anything but reliable.

“When customers called the MRT support line, they were routinely connected with the wrong employee,”explains MRT’s Founder and Owner, Michael Ritchie. “And since employees couldn’t transfer calls from one cell phone to another, they had to take down a customer’s phone number so that the correct employee could call them back.”

That all changed when Ritchie learned about Avaya’s cloud-based communications technology, including telephony. Not only did Avaya deliver a reliable phone solution with all of the features MRT required, it also facilitated another of the company’s key initiatives: porting its premise-based AutoCrew management system to the cloud.

Challenges

  • Customer experience hampered by inadequate phone system

  • Premise-based technology limiting growth for company

Value Created

  • Improved customer experience

  • Phone system technical issues resolved, freeing up time to focus on business

  • Dramatically reduced time for the deployment of systems to customers

  • Limitless opportunities for expansion in vertical markets

"We view Avaya and Zang as a valuable part of our business, because they’ve delivered what we needed."

Michael Ritchie

Marine Rescue Technologies founder and owner

Streamlined communication

MRT was in need of an automated receptionist system to direct calls to the right team member. The company also required an integrated app that would allow its staff to transfer calls from one employee cell phone to another. And finally, Ritchie needed a trustworthy customer support team that would listen to his concerns and work to craft the right solution for his company.

“The big thing we wanted was service,” be able to rely on technicians to help says Ritchie. “We wanted to us with issues so that we could spend time on our marine business — not on trying to get our telephones sorted.”

With the new Zang Office phone system, customers who call MRT are greeted by a virtual receptionist who can offer a list of options and transfer them to the right team member.

When employees receive calls through the Zang app, they can now differentiate between business and personal calls, and they can easily transfer calls from one cell phone to another

“Our calls come through, the call clarity’s good, and the calls go to the right people. We can get more done because we don’t spend hours a month on the phone with our vendor,” Ritchie says.“And our customers aren’t getting bounced around or told that somebody will call them back — so they’re getting better service as well.”

"The objective was always to move AutoCrew to the cloud, that’s what we’ve done through the Zang Cloud CPaaS solution and it went very smoothly."

Darryl Jackman

Marine Rescue Technologies business automation developer

Achieving goals

Once Ritchie and his team were no longer tied up with technical difficulties, they could focus on what they do best: providing life-saving products to their customers. This meant moving their original, premisebased AutoCrew management system to the cloud. AutoCrew was built for some of the world’s most secure sites operating both onshore and offshore. The industrial-strength offering was designed from the ground up based on customers’ unique requirements and included first-ever features to the automatic POB/Muster market.

“The objective was always to move AutoCrew to the cloud,” explains Darryl Jackman, MRT’s business automation developer. “That’s what we’ve done through the Zang Cloud CPaaS solution, and it went very smoothly.”

As a cloud-based service, AutoCrew offers targeted, multi-directional communication via SMS, voice and email, providing complete situational awareness, Geo-pinpointing and analytical presentation. Accurate and immediate data is crucial during an emergency. This includes how many people are on site, how many are missing, who they are and next of kin, and who is or is not okay, with pinpoint location, during severe weather or a shooter incident.

Jackman evaluated several CPaaS solutions for the development of the AutoCrew Cloud system and found the Zang API to be very well designed compared to competitor’s products.

“The Zang API was very easy to integrate for two-way communications into our application. It was plug-and-play and very well documented,” he says. “All of the functionality you need, even the small nuances involved with the telecom side, it’s all in there. It’s a very powerful system.”

Another advantage, according to Jackman, is that the Zang Cloud solution is completely PBX, database and hardware independent. That means upgrades don’t interfere with customer operations.

"Zang Cloud has improved our ability to respond to customers quickly and with very specialized, specific solutions to meet their needs."

Michael Ritchie

Marine Rescue Technologies founder and owner

Benefits on and off shore

Both MRT and its customers are reaping the benefits of AutoCrew Cloud. For MRT, its ability to deliver a cloud system much more quickly than a premise-based solution is an important competitive differentiator.

“Our customers have been extremely happy with AutoCrew Cloud, they can get a fully functioning system in record time now,” says Ritchie. “For example, we received a call last fall from Baptist Hospital in Jacksonville. There was a hurricane rolling in and their hurricane hotline wasn’t operational. They asked us to set one up for them before the hurricane’s predicted landfall in 18 hours. We delivered a fully functional, redundant, secure, encrypted hotline within 18 hours that could handle more than the 5,000 calls a day that they anticipated.”

Muster feedback - response tracking to a mass notification - has become increasingly critical. MRT has found that the Zang Cloud solution expands its ability to provide that. Zang Cloud powers MRT’s automated alert system with SMS and voice, giving clients bi-directional texting capability.

“MRT is unique because we offer accountability of personnel in the form of muster through our automated alert system. This is a much more accurate way to track the status of employees in a drill or an actual emergency,” says Ritchie. “Our muster capability greatly increases employee safety and situational visibility, and with Zang, we can now offer that much more widely through our cloud solution.”

“Zang Cloud has improved our ability to respond to customers quickly and with very specialized, specific solutions to meet their needs,” says Ritchie.

Expanding reach

Ritchie is excited about the potential for further leveraging the power of Zang Cloud. Plans for the immediate future include porting additional AutoCrew functionality, like Certificate Tracking and Permit to Work (PTW), to the cloud

For Jackman’s part, he’s confident that Zang Cloud will grow with the company.

“AutoCrew Cloud allows us to expand our services from offshore and high-security environments right into the communities we all live in,” he says. “We’ll be very focused on increasing our reach into new vertical markets.”

“We view Avaya and Zang as a valuable part of our business,“ concludes Ritchie. “They’ve delivered what we needed.”

"The Zang API was very easy to integrate. All of the functionality you need, even the small nuances involved with the telecom side, it’s all in there. It’s a very powerful system."

Darryl Jackman

Marine Rescue Technologies business automation developer

About Marine Rescue Technologies

Founded in 2003, Marine Rescue Technologies takes pride in providing the highest quality marine safety and rescue systems available to reduce the risk of a serious man overboard event in the marine and energy sectors.

Visit marinerescuetechnologies.com

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