The Company Behind Critical Emergency Medical Data
In the middle of emergency chaos, ImageTrend provides life-saving clarity with their data collection and documentation software. Built by fire, EMS, and emergency response veterans who understand the pressures of the job, the platform supports crews in ambulances, fire trucks, and air medic vehicles worldwide—turning data into actionable intelligence to help communities.
For Peter Larsen, ImageTrend’s IT Manager since 2008, supporting this mission means making technology choices that are as dependable and forward-thinking as the company’s own solutions.
“We’ve been a Microsoft shop since day one,” Peter explains. “Microsoft has been an incredible supporter, helping make our products what they are today.”
With their entire infrastructure built on Microsoft technologies, ImageTrend has always looked for communication solutions that integrate seamlessly with their Teams environment to streamline operations and avoid unnecessary complexity.
A Vision for Greater Visibility
ImageTrend’s communications strategy has long embraced change. In 2010, when many organizations were still committed to desk phones, Peter led the move to Microsoft Lync 2010 with soft phones.
“We got one of those T1 to SIP converter boxes and converted everything over,” Peter recalls. “Got rid of all our Cisco equipment and ran straight with Lync 2010 and Exchange.”
From there, the company kept pace with Microsoft’s evolution; they upgraded to Exchange 2013, Lync 2013, and ultimately to Teams Voice during the pandemic in 2020. But as the organization grew, so did the need for richer visibility into communications data.
“The biggest problem we had with Teams Voice was the reporting,” Peter says. “We needed specific data about calls and metrics.”
Read how Coppin State University gained better visibility into their contact center operations.
Seeking a Smarter Solution
By 2022, Peter and his team were ready to take reporting capabilities to the next level. They implemented a third-party reporting tool, hoping it would deliver the insight they needed.
“We installed it and ran it on a VM in Azure,” Peter explains. But while functional, the experience didn’t match their expectations. “We still weren’t getting the data we wanted, and now we had to host and maintain another system.”
That’s when Peter remembered a Microsoft demo from years prior, featuring Landis Technologies’ attendant console.
“It was jaw-dropping from our point of view,” he recalls. “I always thought it was the coolest thing ever.”
Fast-forward to early 2025: Peter suggested to ImageTrend’s support manager that they watch a Landis demo together.
“After the call, they were just freaking out,” Peter laughs. “They were like, ‘We got to get this.'” The pricing was competitive, and the decision came quickly.
Transforming Insight into Action
Two months after implementing Landis Contact Center, the value was clear.
An HR team member asked Peter, “How many calls are we actually taking in the support department?” Instead of relying on lengthy manual reporting, Peter simply opened the Landis dashboard.
“We’ve got 2,069 completed calls in our support department since this thing went live,” he told them. The HR team was ecstatic to hear this.
Beyond call volume, Peter could now share metrics that had been difficult to access before:
- Average time on calls
- Hold times by queue
- Agent performance comparisons
- Peak traffic patterns
- First-call resolution rates
“I was able to give them a complete report of all that data,” Peter explains. “Our previous tool had some of that data but actually getting it out was completely different—and completely separate.”
A Platform Built for What’s Next
Today, ImageTrend’s contact center runs with the clarity and efficiency they expect from every system they implement.
“What I absolutely love is that dashboard—that instant reporting,” Peter emphasizes. “I can log into the dashboard and get the data immediately. That’s been super helpful.”
By aligning their Microsoft Teams environment with the right solution, ImageTrend has strengthened their ability to serve emergency medical services customers with the reliability and responsiveness that critical situations demand.
