Ben DePriest knew he had to take a clear and decisive approach to the emerging COVID-19 situation in early 2020. As Chief Operating Officer at Quality Resource Management (QRM)—the nation’s premier incident response center for insurance claims intake and private dispatch services—he was responsible for transitioning in-house staff (nearly 100% of the company’s workforce) to an at-home setup while maintaining operations and outstanding customer experiences. “We’re an essential service. There could be no downtime or disruption. ‘Stressful’ doesn’t even begin to cover it,” he explained
The Tennessee-based company also has an outstanding reputation for employee experience, most recently being recognized by “Great Place to Work” in 2020. For DePriest, this meant doubling down on the core tenets of QRM’s organizational culture. “We are a family company. We are driven by our culture, and it’s important to us that everyone experiences it. Otherwise, it can be easy to drift. Employees can feel dismissed or separated.”
Avaya quickly stepped in to help DePriest make the best decisions for QRM’s teams and customers, offering a free trial of Power User licenses so that all contact center agents could begin working remotely from their homes. In addition, they deployed Avaya Spaces UCaaS to enhance internal communication. QRM Leadership began immediately using Avaya Spaces for remote training sessions and audit reviews, virtual client visits, and exchanging information around the pandemic as developments constantly changed.
The company’s HR team is using the platform as a digital recruiting and onboarding tool and is now exploring the idea of expanding QRM’s employment pool nationwide. All the while, DePriest has been able to maintain QRM’s culture of family while hiring 50 additional staff members during the crisis. The experience with Avaya Spaces has been so successful that he is in the process of permanently shifting part of how QRM will operate post-pandemic using video meetings, team collaboration solutions and advanced contact center solutions from Avaya.
“We have been with Avaya for 10+ years and are always satisfied. I hope my clients see QRM in the same light I see Avaya; that we stepped up during COVID-19 to continue delivering the same level of quality and service that we have committed to. That’s why I chose Avaya, and that’s why I’ll continue to choose Avaya.”