Farmers Insurance, America’s largest insurer of vehicles, homes, and small businesses, was facing a challenge in reaching customers when and where they were. The company needed to provide a seamless customer experience through CRM integration and increase productivity. As an agency owner, LaTasha Baucham was dedicated to providing a personalized, reliable, and memorable customer experience. However, her team was spending more time worrying about how they would connect with customers rather than focusing on how they could best serve them. The challenge was to find a solution that would streamline their processes, increase productivity, and provide a great customer experience.

FCR Media, a rapidly expanding digital media agency based in Belgium, was facing significant challenges with its existing contact center software service provider. The company, which serves over 40,000 B2B clients with services such as websites, SEO, and marketing, was experiencing ongoing stability issues with its contact center software. This was causing disruptions in their service and affecting their ability to provide consistent, high-quality customer support. Furthermore, the software provider was unable to offer professional support outside of France, which was a significant limitation for a company with an international client base. The provider was also failing to deliver on its promises, further exacerbating the situation.

Fluke, a leading provider of commercial testing equipment, was facing a significant challenge in enabling efficient collaboration between their customers and technicians, regardless of their location. The test tool results were previously limited to one device, which posed a hurdle in allowing their customers to collaborate and share knowledge while on the job. Fluke wanted to make it easier for teams and employees to work together, wherever they were. The company had already built the Fluke Connect system, which allowed users to transmit measurements directly from the tool they were using to a smartphone, sharing data instantly and securely with their entire team within the context of their normal workflow. However, they wanted to further enhance this offering by adding real-time video capabilities.

G2A, a global transaction ecosystem for digital gaming products, was in search of a secure, scalable, and world-class solution for their global transaction ecosystem. The challenge was to find a provider that could offer solutions to detect errors, miscommunications, or suspicious behavior on their site, and also provide two-factor authentication and verification to ensure customer experience and security. G2A needed a solution that could be easily integrated into their system and could cater to their rapidly developing business model in the gaming industry.

Gametation, a company that engages shoppers with fun games to win prizes and build loyalty to businesses or products, was facing a significant challenge. The company did not have a singular global provider for all regions, which meant they needed a different provider in every new market they wanted to enter. This situation generated a massive amount of work and created inconsistent quality of service and scalability issues. Additionally, Gametation was looking for a way to securely onboard users and protect their accounts from fraudulent use. The company needed a solution that could streamline their operations, enhance the user experience, and ensure the secure and efficient delivery of their services.

Geoblink, a Madrid-based SaaS company, offers a tool that provides companies with intelligence about specific geographical areas. This information is crucial for businesses looking to establish new locations or expand existing ones. The data Geoblink collects includes demographic and geographic details, median age, income, preferences of the local population, and insights about competitive businesses in the area. However, the company faced a significant challenge in ensuring that this confidential data was both easy for users to retrieve and extremely secure. The company needed a solution that would verify new users and logins from new locations and devices, providing an additional layer of security to protect the valuable, customized information it offers.

As Gett, an on-demand ride-sharing company, expanded its operations into multiple countries and regions, it faced the challenge of unifying its communications through a single vendor that could offer a highly reliable platform and excellent customer support. The company was also concerned about cybersecurity and the potential threat of privacy breaches in voice communications. The need for a robust and secure communication system was paramount to ensure the smooth operation of their business model, which involved connecting customers and businesses with transportation. The company required a solution that could handle driver and customer verification and communication across multiple geographies, while also ensuring the privacy of drivers' and riders' personal information.

Glassdoor, a global job finding platform, was facing significant challenges with their previous provider in terms of visibility and call data. The company was not receiving the level of visibility it required to effectively manage its operations. Additionally, the call data provided by their previous provider was not reliable enough to meet their standards. The integration with their Customer Relationship Management (CRM) system was also not up to par, which was a major concern for Glassdoor. The company needed a solution that could provide better integration with their CRM and more reliable data, which were their top priorities.

Global Sports Week (GSW), an international forum dedicated to sports, faced a significant challenge when the global pandemic shut down in-person events. The inaugural forum, held in Paris, had successfully brought together over 2,000 people over three days. However, the team behind GSW had to quickly pivot their strategy for future events. They recognized that the way people interact with and consume events had shifted irrevocably due to the pandemic. To continue growing and evolving to meet the needs of their attendees and to build a true community that interacts year-round, GSW needed a stronger event platform and scalable video capabilities. They required a solution that could host virtual and hybrid events for sports leaders and engage change-makers communities globally.

Golfbreaks.com, a leading golf travel company, was facing a significant challenge in managing its customer interactions. The company needed a comprehensive platform that could support both its sales and service teams, integrating voice with all other customer interactions. The goal was to have a single view of the customer within Salesforce, their customer relationship management (CRM) system. This was crucial for the company to provide high-touch customer service, ensuring that no important calls were missed and that customers were always connected with the right service agent.

Grab, the leading ride-hailing platform in Southeast Asia, faced a significant challenge in scaling its user communications and user verification process. The company operates in a region where carrier infrastructure is often unreliable, leading to undelivered text messages and calls. This issue disrupted the customer sign-up process, hindering the company's growth and user experience. The challenge was to find a solution that could ensure reliable and real-time communication with users, regardless of their location, and improve the user verification process.

The senior community has been slow to adopt live video technology due to the complexity and intimidating nature of digital devices. Tiny controls and screens can be challenging for those with vision or mobility issues, turning what should be an enjoyable experience into a frustrating and isolating one. The team at GrandPad recognized these problems and aimed to create an inclusive device that would cater to the specific needs of seniors, enabling them to stay connected with family, friends, and caregivers at the touch of a button.

Help Lightning, a company offering a mobile communication, collaboration, and cognition platform for users needing assistance with purchased equipment, faced a significant challenge. Many of their customers manufacture complex pieces of equipment, and the traditional support model involving call centers and field service technicians was proving to be time-consuming, costly, and inefficient. This model also often resulted in a poor customer experience, especially when dealing with mission-critical equipment where delays could potentially lead to life-threatening situations. The challenge was to find a reliable and flexible WebRTC-based live video solution to support an Augmented Reality (AR) application that could provide real-time, interactive assistance to end-users.

In The Rooms, the world's largest recovery social network, was in need of a real-time video platform. The platform was required to allow users to anonymously enter virtual video meeting rooms to connect and engage with other recovering addicts. The challenge was to provide a safe, secure, and anonymous space for these individuals to connect, share experiences, and support each other in their recovery journey. The platform needed to be flexible enough to accommodate large groups of users and also provide the option for users to remain anonymous if they chose to.

InfoCert, a leader in digital transformation, was faced with the challenge of modernizing time-consuming and resource-intensive digital identity processes. The traditional methods of handling legally binding contracts, which involved physical printing and delivery, were not only inefficient but also susceptible to fraud and loss of documents. Furthermore, these outdated processes did not meet the expectations of digitally savvy consumers who prefer to operate remotely at their convenience. InfoCert recognized the need to address these issues and bring all work processes into the digital age.

Inside Global, a company with a global network of over one million contacts, was facing a challenge in improving the outbound-calling effectiveness of its team of 60 agents. The previous contact center technology they were using did not integrate well with Salesforce, which was a critical part of their client relationship building systems. This lack of integration resulted in poor reporting, which hindered the company's ability to use data to improve targeting, customer experience, and sales success.

Jersey Shore BlueClaws, a Minor League Baseball team, was facing several challenges in improving customer service, developing new and existing business opportunities, and enhancing the fan experience. The team lacked the resources to provide precise call performance feedback to its sales reps beyond their initial training periods. They also didn't have the tools to help the sales reps take detailed notes for their follow-up emails to clients. Routing inbound callers to the most appropriate ticket queues was a challenge. Additionally, the staff's productivity was routinely impeded by hundreds of calls from anxious fans whenever the forecast predicted bad weather. The organization's B2B sales executives, who spend 40% of their time away from the office, had trouble responding to new and ongoing opportunities without constantly checking their office voicemail. After each home game, the team’s staff returned to their offices to find the main number’s voicemail and text inboxes filled with time-sensitive queries and requests that had gone unanswered.

JustPark, a company that connects drivers with over 250,000 parking spaces, was facing a significant challenge with their previous vendor. The relationship was difficult, and the costs were high due to unnecessary features that JustPark didn't require. The company needed a vendor that could help them develop a fully automated Interactive Voice Response (IVR) system while also supporting SMS. This was crucial as not every person always has access to a mobile or online app, and JustPark wanted to offer multiple ways for all drivers to use their services. Many customers preferred to use IVR, and it was important for JustPark to offer their customers a choice of channels to access their services. The previous vendor's solution was not only expensive but also had several deliverability issues, causing problems for some customers.

Kickstarter, the world's largest crowdfunding platform for creative projects, was seeking a new way to connect creators and their potential backers. The goal was to create a more personal and effective crowdfunding platform. The challenge was to find a solution that could handle the scale of Kickstarter's global community, with millions of backers and thousands of simultaneous projects. The solution needed to provide reliable quality, handle mass audience sizes on mobile, manage the complexity of multi-party chat with a high volume of concurrent sessions, and offer a seamless experience with no downloads and in-context video. It also needed to support multiple hosts from around the globe.

Kingston University, located in South West London, is a popular choice for undergraduate and postgraduate studies, with over 25,000 students. The University's 'Debt Recovery' team, which manages a sales ledger of £100 million and oversees the collection of all student fees, was struggling with a basic telephony system that offered no voicemail service or forwarding capabilities when the lines were busy. The team fields an average of 6,000 calls per month from students, which peaks to more than 12,000 during the month-long enrollment period each September. The lack of advanced features in their telephony system led to missed calls, delayed payments, and unresolved queries, which ultimately strained the relationship between the Debt Recovery team and the students.

Kiwibot, a company that offers a mobile app for ordering food, packages, groceries, and more, faced a significant challenge in their delivery process. Their unique delivery method involves a small, 4-wheeled robot that is dispatched to the restaurant or store to pick up the customer's purchases. The robot then navigates local streets to deliver the order to the customer's door. However, Kiwibot needed a video solution to serve as the 'eyes' of the delivery robot. This solution needed to be easy to use and integrate seamlessly into their existing platform. They required a solution that wouldn't necessitate writing any complicated code to get it to work.

Labor First, a healthcare advocacy company, was facing a significant challenge in tracking member data and logging calls related to their community members. The company, which primarily serves public sector and labor union retirees, needed a solution that could seamlessly integrate with Salesforce, their existing CRM platform. The challenge was to find a configurable contact center solution that could not only track member data but also log calls tied to Labor First community members. This was crucial for the company to ensure efficient communication and service delivery to their members.

The Latin American Youth Center (LAYC), a nationally recognized agency serving low-income youth, was facing challenges with its existing telephony system. As the organization expanded, the need for scalability became critical. The existing on-prem, analog lines for telephone and fax services were proving to be clunky, costly, and difficult to scale. Adding or relocating phone installations required in-person, on-site support, leading to mounting costs. Every time a new employee was hired or existing staff turned over, LAYC had to get new lines or transfer older lines, which meant someone had to physically visit their office to do the work. This was not only time-consuming but also expensive as they had to pay for the service provider's time.

Live Wire, a rapidly growing online tax preparation service, faced the challenge of incorporating a human element into their online personal finance services. The company aimed to provide a more personalized experience to its customers while also saving them time and money, and maximizing their tax returns. The challenge was to build a concierge tax preparation service that leverages live video to connect users with tax preparers on any device, anywhere, provided they have an internet connection. The goal was to offer quick and easy access to dedicated specialists across the country for free.

Maven, a digital healthcare clinic for women, was faced with the challenge of providing a healthcare service that would fit in with their users’ busy lives. The traditional healthcare model required women to take time out of their busy schedules to make an appointment and travel to a doctor’s office for a consultation, even for something as simple as a prescription question. Maven wanted to provide a service that would make it easier for women to get access to the health care services that they need, wherever and whenever they need them. The challenge was to find a solution that would allow for flexibility and mobile access to medical professionals.

Gee Whiz, a producer of Washington apples and cherries, was facing significant challenges in managing its maintenance operations. The company manages over 1,000 assets across its orchards and facilities, including trucks, tractors, and nearly 100 homes for on-site workers. The maintenance team often had to work on the go, traveling long hours to visit ranches with unreliable internet connections. Upon the arrival of a new maintenance administrator, it was discovered that the company was still relying on paper work orders, which was inefficient and time-consuming. Tracking these work orders, especially in the field, was a significant challenge. The company was also struggling with insufficient asset management, with problematic assets like a concrete mixer that constantly broke down going unnoticed due to lack of proper tracking.

HEXPOL Compounding Americas (HCA), a custom rubber manufacturer with 16 locations throughout the U.S. and Mexico, faced a significant challenge in standardizing their maintenance and operations across all sites. The company's rapid growth, partly through acquisitions, made standardization a top priority. The sites, while decentralized, needed to coordinate among themselves. The company sought a solution that would allow them to implement preventive and predictive maintenance standards to meet the exact requirements of the automotive industry. They also needed a system that could help them standardize their maintenance operations, send weekly and monthly reports to the Managing Director of each site, and implement audits to ensure each site is following best practices.

The Jack Daniel Cooperage, a facility that produces thousands of barrels per week for Jack Daniel’s and other brands within Brown-Forman, faced a significant challenge in maintaining its state-of-the-art barrel-making equipment. The maintenance and engineering manager, Martin Nelson, and his team of 18 technicians were tasked with ensuring the facility remained operational and met Jack Daniel’s exacting standards. The team used eMaint CMMS software and two types of vibration sensors from Fluke Reliability to monitor their equipment. However, they needed a more efficient way to generate work orders when their equipment exceeded temperature and vibration thresholds. The challenge was to improve their preventive maintenance and transition into predictive maintenance. The cooperage also had an extensive dust collection system that required meticulous attention to detail and a strong commitment to asset management.

NARENCO, a renewable energy corporation, designs, develops, builds, and operates utility-scale solar installations. They manage over 4,000 assets installed at 36 customer sites. However, their previous computerized maintenance management system (CMMS) was too restrictive and could not adapt to their needs. This led to resistance from their technicians who had already experienced a failure with the previous system. Another challenge was the complexity and uniqueness of their maintenance operations. NARENCO operates and maintains 36 solar sites, but does not own all of them. This presented complexities in terms of contracts, reporting, inventory, and more. Therefore, they needed a highly configurable CMMS that could meet their unique needs.

NEXT, a UK-based retail company, operates a network of 17 specialized retail warehouses, each catering to different types of products. The company faced a significant challenge in centralizing and streamlining their operations across these warehouses. Prior to implementing eMaint, the warehouses were essentially run independently, with operations managed locally via spreadsheets. This lack of centralized management led to a lack of shared experiences and knowledge across the warehouses. Another challenge was the lack of complete Wi-Fi coverage in the large distribution centers, which made it difficult for the engineering team to work seamlessly both online and offline. The first implementation of eMaint coincided with the pandemic lockdown restrictions and Brexit, adding to the complexity of the situation.