How Constellation Pharmaceuticals Used Votacall to Design A Phone System That Works for Them

The Story

Constellation Pharmaceuticals began their search for a new phone system by speaking with companies in their industry. The tightly-knit biopharmaceutical community in Cambridge, MA made it easy for them to go to companies with similar communication needs and ask who they were using.

Zac Saunderson, Sr. Service Desk Manager at Constellation, was looking for a provider that could not only provide the functionality that his employees were looking for, but also back that functionality with responsive and effective customer support. His team didn't want to order a "one-size-fits-all" solution and work out any kinks themselves - they wanted to talk through the needs of their business and work with a company that could address them without creating too much work for Constellation's employees.

After being referred by a few reputable biotechnology companies in their area, they reached out to Votacall.

During conversations with the team at Constellation Pharmaceuticals, Votacall went to their office twice - the first time was to have a conversation about the company's needs and how they communicate, and the second was to demo relevant aspects of the Votacall solution and answer more technical questions.

Having those two in-person meetings didn't just help Votacall develop a stronger understanding of what Constellation was looking for - it laid the foundation for a collaborative relationship, rather than a transactional one.

One thing that became especially clear during the course of the meetings was that Constellation was looking to offer employees more flexibility than they had in the past. Like many businesses, they had historically relied on desk phones, which meant that employees were tied to a piece of hardware when they wanted to communicate. 

While some employees were comfortable that way, the team was interested in learning about alternatives. They looked into Votacall's "softphone" capabilities, which include the Votacall GO! mobile app and desktop client. For employees who need to make and receive calls but don't see the need for a desk phone, installing software that allows users to log into their extension is a great option.

Additionally, Constellation wanted to ensure a smooth rollout of their new phone solution so that their business wouldn't be disrupted by it. Votacall was able to walk the team through their "cloud hops," which is the onboarding process that's used to address customers' timelines and meet their unique needs.