Connect Mat-Su stands as the central resource hub for Alaska’s Mat-Su Valley, linking residents to housing, healthcare, and essential services at no cost. The region spans a large area, but lacks a strong public infrastructure, creating challenges for its 120,000 residents who need basic services.
Their growth tells a compelling story. What began with serving 600 people in 2020 has expanded to helping over 3,500 residents in 2024. The team’s work extends beyond simple referrals—they study service gaps, partner with public health experts, and create targeted programs that strengthen the region’s support systems. Their goal is clear: transform Mat-Su into one of America’s healthiest communities within the next decade.
The organization’s success builds on a strong financial foundation. They channel $15 million each year from hospital profits back into community programs. This investment powers their mission: answering calls, finding solutions, and building a healthier Mat-Su Valley.
The Challenge: Outdated Phone System
Connect Mat-Su’s original phone system highlighted the limitations typical of legacy technology. Their platform created daily frustrations: no ability to integrate with their CRM, limited flexibility, and basic features that didn’t match their needs. These constraints slowed down their team and reduced the number of people they could help each day.
The missing call recording capability posed particular challenges. Without it, the team couldn’t review calls to improve service quality or create training materials for new staff. The disconnect between their phone and CRM systems meant double work – staff had to manually enter call data. For a small nonprofit focused on community impact, this extra administrative time reduced their capacity to help people in need.
Their location added another layer of complexity. Serving Alaska’s Mat-Su Valley meant supporting a population spread across a vast area. When technology barriers prevented them from connecting someone to critical resources, that person might have few other options for help. The team needed more than just a reliable phone system – they needed a platform that could adapt to their unique requirements and support their growing services.
These challenges led Connect Mat-Su to search for a new contact center solution that could eliminate manual work, enable call quality monitoring, and scale with their mission. Their research brought them to Landis Contact Center for Microsoft Teams.
Why Landis Contact Center for MS Teams
When Connect Mat-Su sought a new communication platform, they needed a solution that could handle the demands of their growing organization while being user-friendly and adaptable. Landis Contact Center emerged as the clear choice, offering seamless integration with Microsoft Teams and a suite of tools to streamline their operations.
Key features like call recording and real-time call quality monitoring stood out as game-changers for their team. These tools allowed Connect Mat-Su to improve quality assurance, better train their staff, and ensure every call met their standards. The ability to centralize communication through Teams brought a new level of efficiency, eliminating the frustrations of managing disconnected systems.
Even further, Landis stood out with their customer-first approach: timely assistance and knowledgeable support. Andrew Romano from Connect Mat-Su recalled, “The responsiveness and feedback from Landis were top-notch. Even when we encountered small issues, the team was there within minutes to help us resolve them.”
With their new system in place, Connect Mat-Su has gained not only the tools they need to support their mission but also a reliable partner they can count on as they continue to grow.
Implementation Experience
Mat-Su’s transition to Landis Contact Center ran seamlessly. In just two days, the team had fully implemented the system, enabling them to dive into their new communication platform without missing a beat. This minimized downtime and allowed staff to stay focused on their mission of supporting the community.
While no rollout is without its hiccups, the challenges Connect Mat-Su encountered were minor. Landis Contact Center’s proactive support teams quickly addressed and resolved early requirements, such as configuring call recording and user setup. Their hands-on guidance allowed no problem to linger long enough to disrupt operations. Connect Mat-Su appreciated the clarity and precision with which the Landis team resolved concerns, making the entire onboarding process smooth and reassuring.
The platform also stood out for its remarkable flexibility. Landis Contact Center gave Connect Mat-Su the breathing room to explore its capabilities at their own pace. Rather than feeling overwhelmed, the team had the tools they needed to begin improving operations right away while leaving room to grow into more advanced features.
The successful implementation of Landis Contact Center was the foundation for a more connected and responsive organization. Equipped with their new tools, Connect Mat-Su is now better positioned to meet the growing needs of their community with confidence and efficiency.
Key Benefits of Landis Contact Center
Since adopting Landis Contact Center, Connect Mat-Su has transformed their service delivery through key improvements. Call recording stands out as a major advancement. The team now reviews interactions and trains new staff using actual customer conversations.
The switch to Microsoft Teams has unified their communications into one platform. Staff no longer waste time switching between different tools – they can focus fully on helping residents find the resources they need. This simplified approach reduces mistakes and speeds up their daily work.
In rural Alaska, having this dependable technology matters. Landis Contact Center provides the stable foundation Connect Mat-Su needs, with consistent uptime that keeps their services running when people need help.
The platform also gives Connect Mat-Su room to expand. They can add new capabilities like CRM integration when it makes sense for their organization, without dealing with unnecessary features before they’re ready. This measured approach helps them grow at their own pace.
These improvements have strengthened Connect Mat-Su’s core mission of supporting their community. With Microsoft Teams and Landis Contact Center as their foundation, they’re better equipped to serve the growing needs of residents across the Mat-Su Valley.
Results: Unified Communication
Landis Contact Center has improved communications for Connect Mat-Su. The software enables the team to handle calls effectively, maintain high service standards, and reach more people across the Mat-Su Valley.
Communication is now centralized within Microsoft Teams, which has eliminated inefficiencies from their previous system and simplified workflows. Staff can collaborate more easily than before, saving time, and shifting the focus to residents in need of essential services. Errors have decreased, delays are shorter, and the organization can now meet the community’s growing needs.
The platform’s reliability and adaptability prepare Connect Mat-Su for growth. The team can scale operations and explore integrations like Salesforce without adding complexity or overwhelming staff.
By modernizing its communications, Connect Mat-Su has built a stronger foundation. Staff are empowered to serve a dispersed, rural population with greater efficiency. The organization is now better equipped to transform lives and deliver meaningful progress across the Mat-Su Valley.
“It’s a fantastic product. You guys have been one of the few that actually lived up to your promises.”
Brian Tiefenbrun, Connect Mat-Su
Customer Satisfaction
“It’s been a fantastic product so far,” said Brian Tiefenbrun from Connect Mat-Su. “I’ll say this because I don’t get to say it very often. I get promised a lot of stuff talking to different vendors, but you guys have been one of the few that have actually lived up to your promises.”
When asked how likely they would be to recommend Landis to others, the team gave a confident 10 out of 10. They’ve appreciated not only the product’s features but also the exceptional responsiveness and support they’ve received. With Landis as a trusted partner, Connect Mat-Su feels equipped to continue delivering critical services to their community.
Future Plans
With their operations running smoothly, Connect Mat-Su is already planning for the future. One of their next steps is exploring integration with Salesforce, their CRM platform, to enhance data management and streamline workflows further. This integration would allow them to better track interactions and expand their use of Landis Contact Center as their needs evolve.
Looking ahead, the organization remains focused on scaling their services sustainably. They’re confident that Landis Contact Center will continue to provide the flexibility and support they need to grow while staying true to their mission of transforming lives in the Mat-Su Valley.
Continued Growth
Connect Mat-Su’s journey reflects the power of combining purpose-driven work with the right tools to make a difference. By adopting Landis Contact Center, they have transformed their communications, streamlined their operations, and positioned themselves to better serve the growing needs of their community.
What began as a search for a reliable communication platform has evolved into a partnership that empowers Connect Mat-Su to focus on their mission: connecting residents to essential resources and building a healthier, more resilient community. With a solid foundation in place, a clear vision for the future, and the flexibility to grow, Connect Mat-Su is not just meeting today’s challenges—they are setting the stage for a brighter tomorrow in the Mat-Su Valley.
