Case Study: Custom Glass Solutions achieves secure, unified communications and 20% cost savings with 8x8

Custom Glass Solutions gains a clearer view of the customer experience

Custom Glass Solutions (CGS), an OE manufacturer of large-format glass in Worthington, Ohio, runs a high-volume contact center supporting vehicle owners, insurers and just-in-time manufacturers and prides itself on a 98% customer satisfaction rating. When CGS planned to add web chat, they discovered a major security vulnerability in their legacy contact-center suite and decided to move to a cloud-based platform that would be easier to manage and integrate with Microsoft Teams.

With partner PERRY ProTECH, CGS implemented the 8x8 eXperience Communications Platform (XCaaS), gaining built‑in security certifications, native Teams integration, customizable reporting and ready-to-use web chat with minimal IT involvement. The switch shortened user provisioning from up to an hour to 5–10 minutes, helped accelerate NIST SP 800-171 compliance, improved collaboration and reporting for supervisors, and delivered cost and operational efficiencies (about 20% savings across a 650-employee, 9K-calls-per-month operation).

Custom Glass Solutions

Matt Cox

IT Manager