Servion Group is a mortgage servicer handling close to 800 inbound calls every week. When their previous contact center vendor left them waiting for support, sometimes until the next business day, it put their IT admin in a tough spot every time something went wrong.
Since switching to Landis Contact Center for Microsoft Teams in May 2022, that’s changed.
Support that doesn’t support and routing that doesn’t route
Before Landis, Servion Group used a Teams-compatible contact center solution based in the United Kingdom. The time zone gap and lack of care from the vendor created a support problem that compounded quickly. When something broke or a configuration question came up, getting help meant waiting until the following day.
For Servion Group’s system administrator, that pace didn’t work. “They were a pain to talk to,” he said. “They would take forever to get back, and we just needed something different.”
Routing reliability was also an issue. Teams was still relatively new for enterprise telephony at the time, and the combination of an unresponsive vendor and an evolving platform created friction that users felt daily.
Support needed during leadership changes
Servion Group manages two queues and one IVR system, with around 40 licensed users on the platform. The setup isn’t complicated, but it needs to work reliably, and when it doesn’t, the IT admin needs answers quickly.
Since taking over as system administrator after the original admin who onboarded with Landis left the company, he had to learn a new contact center platform on the fly while managing the active system. Especially during this time, responsive support was a requirement.
Support that met the high standards
“Your customer service is really good,” he said. “I have pretty high standards for people getting back to me when I have an issue, and I feel like you guys meet that pretty well.”
Landis’s public status page has also become a practical daily tool. When a user reports a dropped call or an audio problem, the admins check the status page first. If everything is green, they know the issue is on the user’s end.
Stability That Users Notice
Beyond support, the operational picture has been quiet, which is exactly what an IT admin wants.
“I don’t have any complaints,” the IT admin said. “It’s far better than what we had before. The users don’t complain like they did with the other product. We don’t have any call drops or audio issues, and there’s no issues with figuring out how to use things.”
Servion Group has also been actively using new features as they roll out. They recently worked with the Landis support team to configure call breakouts: a feature that routes calls to an alternate queue or voicemail when wait times exceed a threshold. It’s running well and gives the team more flexibility managing call flow during high-volume periods.
Three Years In, Still a 9 out of 10
Servion Group has been a Landis customer since May 2022, making them among the earlier adopters of Landis Contact Center for Microsoft Teams. When asked how likely they’d be to recommend Landis to another organization, they gave it a nine out of ten.
For organizations evaluating contact center options for Microsoft Teams, that kind of long-term satisfaction is worth paying attention to.
Ready to see how Landis Contact Center works for your team? Request a demo or learn about Landis Contact Center features.
