New Jersey SHARES, Inc. is a statewide, non-profit corporation primarily offering assistance to individuals and families in need of help meeting their energy and utility burden. NJ SHARES provides grants to pay the energy and utility bills of households in need, through a statewide network of more than 250 community-based social services agencies operating out of 315 sites. It partners with Verizon NJ for its Communications Lifeline call center that answers 150,000 calls a year for telephone bill assistance. It also partners with the state of New Jersey to run the Department of Community Affairs call center, answering 300,000 calls per year.
Kim Warrick, New Jersey SHARES’s Client Services Manager told us about her journey from antiquated land lines with no reporting or customization capabilities to a hosted VoIP solution that couldn’t handle NJ SHARES’ large call volume.
“We had to make a decision to make a third move. Our customers were frustrated and we were not satisfied with the vendor’s response. We had to move quickly.”
NJ SHARES interviewed several companies, ultimately selecting three companies for the final round. They chose M5 Networks because for our expertise, package offering and willingness to work with a nonprofit organization. We worked with the NJ SHARES to design a system that would capture all that they needed in a phone system.
Read more about Kim’s journey and learn how choosing M5 made her job easier.