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Libro Credit Union 

Libro Credit Union has a 70-year history of serving families, farms and enterprises and prioritizes customer service across 31 branches. They needed fast, remote troubleshooting and detailed data on voice quality, all aimed at improving the customer experience.

“Preventing downtime that affects our customer base is always top of mind," said Doug Roswell, Banking Systems and Telecommunication Analyst. "If we can’t communicate with them, we can’t serve them and that is a big problem. MarWatch allows us to be proactive and know about problems as soon as they occur, preventing downtime or a decline in voice quality.”

    Goals
    • Tools that will help find and fix problems on the network quickly, before service quality is impacted
    • Central access to devices for remote troubleshooting would save time and money, and allow remote assistance from their Mitel channel partner
    • Detailed data on voice quality, to pinpoint the source of a problem more quickly.
    Results
    • Network and voice quality problems are resolved before downtime can occur
    • Troubleshooting is simplified with detailed voice quality data and SMDR records, and secure remote access to devices
    • Backups for MiVoice Business with configuration files, call history and embedded voice mail provide peace of mind.

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