Case Study: Berkeley Payment Solutions achieves greater control, reliability and customer service with Fonality

A simple, flexible phone system to grow with the business

Berkeley Payment Solutions, a Toronto-based provider of prepaid Visa and MasterCard programs serving more than 500 corporate and government clients, needed greater control and flexibility over its phone system. The company was tied to a hosted VoIP provider for support, updates and feature changes and wanted a self-manageable, user-friendly alternative that wouldn’t require heavy technical overhead.

Berkeley implemented Fonality with the Heads Up Display (HUD), gaining call-center features, Outlook integration, Find Me/Follow Me and real-time Employee Presence. The solution improved customer service and responsiveness by reducing missed calls and voicemails, sped internal communications through click-to-call and chat, and delivered strong reliability (the server ran more than 900 days without a reboot), leading to higher staff productivity and satisfaction.

Berkeley Payment Solutions

Jonathon Hamburg

Founder and Chief Strategy Officer