Case Study: CMS Communications grows CX practice and closes $650K in deals with AppDirect

Land & Expand Advisor strategies to cross sell the Customer Experience (CX) category

CMS Communications, led by Dan Bowers, helps organizations modernize communications as employees shift to remote and hybrid work. Faced with common CX pain points—BYOD and device management, outdated on‑prem systems, and fragmented communications across multiple sites—customers needed cloud‑based, easy‑to‑manage UCaaS/CCaaS solutions that preserved existing investments and improved productivity.

Bowers used a land‑and‑expand approach, leaning on the AppDirect catalog and partners like RingCentral to recommend hybrid, cloud‑friendly solutions that integrate with legacy phones, plus ongoing advisor support to overcome objections. The strategy closed three CX deals totaling about $650K (a $200K construction deployment, a $250K+ school district engagement expanded with security, and a $200K multi‑site IT licensing win), boosting customer flexibility, recurring revenue, and expanded service opportunities.

CMS Communications

Dan Bowers

Manager of Cloud Solutions