How Wildix Transformed DoTel’s Operations and Growth

11 September 2024

I would absolutely recommend Wildix. The capabilities, flexibility, and ability to compete at a much greater level, regardless of location, have been huge for us. With previous vendors, we were always a small dealer, but with Wildix, it feels like we can compete anywhere and grow as much as we want. We can move however we want to and feel extremely competitive.

Overcoming Initial Challenges

Before partnering with Wildix, DoTel faced several significant challenges that hindered their growth and operational efficiency. Their service coverage, particularly outside Prince George, was limited by their reliance on the NEC product line. The process of obtaining telephone numbers and managing porting was cumbersome and inefficient, leading to delays and frustration. Moreover, the products they used lacked the necessary flexibility to cater to the diverse needs of clients in sectors like healthcare and automotive, often resulting in compromises that left clients dissatisfied.

Harry Perry, Cloud Specialist at DoTel, reflected on these challenges:

“The products we used lacked the flexibility to provide optimal solutions for clients in diverse sectors like healthcare and automotive. We often had to force inadequate solutions or make clients accept that their needs couldn’t always be fully met.”

Additionally, DoTel felt more like resellers than true partners with their previous vendors, lacking the access and control needed to provide top‑tier service.

Streamlining Internal Processes

Transitioning to Wildix PBX marked a significant improvement in DoTel’s internal operations. Efficiency during client meetings and internal communications saw a substantial boost, with the time spent on note-taking and follow-ups drastically reduced. Wildix’s AI-powered features played a crucial role, offering comprehensive notes and facilitating smoother interactions with clients and technicians. As a result, DoTel reduced their technical administration time by 40%.

Security Enhancements

Security was another area where Wildix brought substantial improvements. With default encryption across all communications, DoTel experienced a major upgrade from their previous solutions. The incorporation of STIR/SHAKEN protocols further bolstered the security and performance of their telecommunications services. This “secure by design” approach has instilled greater confidence in the safety of their communications.

Growth and Success

Since implementing Wildix, DoTel has experienced remarkable growth. They have more than doubled their user base in a significantly shorter period compared to previous cloud platforms. This transition has resulted in a staggering 300% increase in sales. Most of their cloud services now run on Wildix, contributing to stronger client relationships and a significant boost in client acquisition rates. The flexibility and robust capabilities offered by Wildix have enabled DoTel to compete more effectively and expand their market reach.

High Recommendation for Wildix

DoTel highly recommends Wildix to organizations seeking secure solutions to boost efficiency, increase profit margins, and enhance internal and external communication. Wildix’s unmatched capabilities, flexibility, and ongoing support have empowered DoTel to operate more profitably and competitively. Unlike previous vendors, Wildix facilitates growth and innovation without restrictions. A key advantage is Wildix’s open API and moddable architecture, allowing for continuous innovation, adaptability, and the ability to expand across various verticals. DoTel has leveraged these capabilities to tailor solutions that meet the specific needs of their diverse client base, fostering an environment of ongoing improvement and responsiveness to market demands.

Exceptional Partnership Experience

The partnership with Wildix has been excellent, marked by a smooth onboarding process and comprehensive training that thoroughly prepared DoTel for both implementation and ongoing support. As part of its commitment to being 100% channel focused, Wildix continued to support DoTel throughout its customer journey by giving access to experts who understand the system thoroughly 24/7. This support extends to integrations and other technical challenges, facilitating quicker deployments and enhancing DoTel’s service offerings.

Increased Customer Satisfaction

Customer satisfaction has significantly improved since switching to Wildix. Clients appreciate the system’s user-friendly interface and the comprehensive solutions it enables DoTel to offer. Positive feedback has been received across various industries, indicating a reduction in previous frustrations and an overall improvement in service delivery and client interaction. As a result, DoTel’s close rates for new opportunities have increased by 35%, bringing their total close rate to around 80%.

Measurable Improvements

DoTel has observed substantial improvements since adopting Wildix. They have experienced a 300% increase in sales, a reduction in turnover rate to 1% in the last year, and a 35% increase in close rates for new opportunities. Technical administration time has been reduced by 40%, and overall operational effectiveness and profitability have improved significantly.