ICN's Dedicated Staff Were There to Exceed Customer Expectations.
With the State Alignment underway, the newly formed DIAL, the Iowa Department of Inspections, Appeals, and Licensing, was moving to a new office at 6200 Park Avenue. The department now includes 36 license boards, 8 divisions, and 4 already established agencies that are now considered new units.
DIAL requested that ICN merge the voice communications into a single organization and platform, so Iowans can continue calling the appropriate government offices and staff. As part of the realignment, DIAL needed to move all employee lines to a virtual Voice solution (Cisco Webex), relocate the infrastructure, and completely revamp their call center. The attention to detail had to be spot on, since this was a ‘has to work’ scenario with all DIAL employees coming together under one new office location.
Under the incredibly tight timeframe, the ICN teams started to get to work. Our structured cabling team played an extensive role in gutting and replacing a patch panel and having to re-terminate two sets of over 400 existing cables to a new patch panel. In addition, they repaired at least 16 Cat6 cables that were discovered to have been cut in the ceiling.
Our Business Services team moved 300 users to virtual seats, migrated fax lines, and configured a new calling structure. In addition, ICN and DIAL employees worked together to coordinate one of the most complex, all encompassing, agency phone trees, which included reworking over a dozen auto attendants. An auto attendant functions as an automated receptionist that answers the phone and provides a personalized message to callers with options for connecting to a name or extension. Iowans now only need to call 515-281-DIAL to access any of the DIAL services. Both agencies had to collaborate to ensure that everything went as smoothly as possible in order to create the successful calling structure.
We love when our customers say, “[We] appreciate the ICN team a WHOLE lot,” according to Aaron Staker, DIAL’s Senior Information Technology Project Manager. The ICN’s dedicated staff was there to exceed customer expectations, to be available for training, and to go the extra mile to deliver reliable service. Staker adds, “ICN staff made all the difference. They were available, persistent, and looked ahead to make sure our needs were met and our staff was up and running.”
Every project the ICN works on has a customer-first mindset. Our team has a fantastic attitude and pays close attention to detail. Learn more about ICN’s Voice and structured cabling services.