Labor First, a healthcare advocacy company, was facing a significant challenge in tracking member data and logging calls related to their community members. The company, which primarily serves public sector and labor union retirees, needed a solution that could seamlessly integrate with Salesforce, their existing CRM platform. The challenge was to find a configurable contact center solution that could not only track member data but also log calls tied to Labor First community members. This was crucial for the company to ensure efficient communication and service delivery to their members.

Novo Labs, a company founded by Jeff Loukas and Clinton Coleman, was faced with the challenge of integrating a conversational AI system for taking food orders with a traditional phone system. Despite the growing trend of online ordering in the food industry, the founders recognized that a significant number of customers still preferred to place their orders verbally. They aimed to digitize this voice channel, creating a 'conversational commerce system' that would allow customers to order via voice, either through a call or a drive-thru. However, the challenge lay in finding a way to connect the audio from the telephone to their natural language processing system, enabling their AI to interact effectively with customers over the phone.

OpenRent, a UK-based online rental marketplace, was faced with the challenge of making the process of finding properties easier and cheaper by eliminating the middleman and enabling landlords and tenants to connect directly. The company needed a scalable and efficient communication solution to handle over 200,000 apartment rental inquiries per month. The solution had to be secure, efficient, and cost-effective. The company also wanted to provide a fast and effortless customer experience for its users. The challenge was to find a communication solution that could handle the high volume of SMS interactions, which had grown considerably by 2016.

PagerDuty, a digital operations management platform, faced a critical challenge in ensuring timely and accurate voice and SMS notifications to IT teams during incidents. The company's mission was to alert the right people at the right time, providing them with the necessary data and tools to resolve issues swiftly. The challenge was not just about delivering notifications, but also about ensuring the quality of service across various regions. Furthermore, the company was grappling with increasing costs related to fraud, which necessitated additional verification measures for their platform.

Prospa, a Sydney-based online platform that simplifies loan applications for small businesses, was in need of a telephony provider that could easily integrate with Salesforce. The company was looking for a solution that was not 'clunky' like other options they had considered, which used plug-ins for integration. The challenge was to find a telephony provider that could seamlessly integrate with their existing CRM system, Salesforce, and support their business growth with cloud-based innovation.

Five Star Call Centers, a leading call center outsourcer for customer care, faced a critical challenge with their power supply. The company had built a solid reputation for providing consistent, reliable, and friendly customer care, and any loss of power could severely disrupt their business. To prevent service disruptions, the company had an uninterruptible power supply on-site, as well as a backup generator. However, the generator was rarely used and incurred monthly expenses for its maintenance. The company needed a solution that could turn this idle resource into a revenue-producing, grid-interactive asset.

In quick-serve restaurants, numerous energy-consuming assets such as HVAC units, kitchen equipment, and indoor and outdoor lights are critical for the successful operation of the business. These assets often run throughout the day to maintain normal operations and ensure customer comfort. However, without a comprehensive energy management system (EMS), there are missed opportunities for energy savings. TOMS King, an energy-conscious quick-serve restaurant operator, recognized this challenge and sought to identify savings opportunities through increased visibility into energy consumption, detailed analysis of trends and issues, and more intelligent control over HVAC and lighting. The challenge was initially addressed at six Burger King restaurants in April 2013, and once successful, the solution was extended to their entire restaurant portfolio.

African Export-Import Bank (Afreximbank), a supranational financial institution based in Egypt, was facing challenges in managing documents for its board meetings and investor interactions. The bank was grappling with the cumbersome process of printing large quantities of confidential documents, accommodating last-minute changes, and ensuring the secure disposal of these documents post-meetings. The process was not only time-consuming and costly but also posed significant security risks, especially when the board members had to travel with these documents for meetings abroad. The bank was in dire need of a secure and efficient solution that could streamline their document management and meeting preparations.

Martin & Servera, a leading restaurant and wholesale specialist in Sweden, faced a significant challenge in managing its sustainability work due to the vast variety of products it sold and purchased globally. The company was committed to ensuring that its 1,000+ suppliers met its product sustainability requirements and expectations. However, manually collecting all the relevant information and working with real-time data and analysis became an overwhelming, person-dependent process. The company needed a solution that would allow suppliers to easily report information, follow up on their certificates, and provide an overview of the data. This led to a thorough investigation and needs analysis to find a suitable system for managing and monitoring suppliers.

Nudie Jeans, a globally recognized denim brand, was facing challenges in managing its sustainability data. The company was using an unoptimized method of manually gathering and managing sustainability data through email communication with suppliers and Excel files. This system was not suitable for long-term sustainability management for a company striving for excellence within sustainability. The main pain points included manual collection of data, scattered data points, short-term solutions for managing sustainability, and time-consuming processes. Nudie Jeans recognized a need for a tool that could simplify the process, make it more efficient, and consolidate all data in one place.

Oatly, a plant-based food brand founded in Sweden in 1994, has a core business model grounded in sustainable practices. As the company expanded its global presence, it faced the challenge of scaling its sustainability work in proportion to its growth. Prior to implementing a solution, Oatly manually collected and reported sustainability data using Excel sheets. This process was time-consuming and created a lot of administrative tasks for everyone involved in reporting the data. As Oatly continued to grow rapidly, these manual tasks were taking up too much time. The company needed a time-efficient solution that could scale with its growth, allowing it to continue producing high-quality sustainable products but in larger quantities. This meant finding a system that could digitalize data collection globally and simplify the quality control of the data, enabling Oatly to make data-driven sustainable decisions that were better for both the business and the planet.

Blessing Health, a major regional medical provider with over 160 locations across multiple buildings, was struggling with the complexity of managing their asset relationships. The facilities team had to navigate a large, intricate environment daily, keeping track of how HVAC, electrical, plumbing, and other systems interconnected at each location. This was crucial for quick response to maintenance needs, preventing unintentional impacts to connected assets, ensuring patient and staff safety, and keeping all facilities fully operational. The organization's portfolio included several older buildings, which added to the complexity. The team had to rely on wordy descriptions to explain asset relationships and locations, which was not efficient or effective. After a bitter cold snap caused four sprinkler heads to break in just three weeks, it became clear that immediate access to room-asset relationship information was critical. An attempt to integrate a mapping tool with their existing facility management software proved unsuccessful, as the two systems couldn't fully integrate, leading to dual work and reluctance to use the tools.

Braserv Petróleo, a Colombian oil and gas support services company, experienced rapid growth from 2016 to 2018, expanding from four rigs to 15 across several high-production oil fields. With this expansion, the company faced the challenge of maintaining the reliability of their critical assets, which included their workover and well servicing unit, drawworks, hydraulic winch, traveling block, mud pumps, BOPs, and choke manifold. Any failure of these assets could result in high costs due to lost production time and emergency maintenance expenses, as well as potential risk of injury to personnel. About 20% of all Braserv assets were considered critical, necessitating a reliable solution to mitigate risk and avoid unplanned downtime. The company had previously attempted to use another maintenance management system, but it failed to meet their needs.

HEXPOL Compounding Americas (HCA), a custom rubber manufacturer with 16 locations throughout the U.S. and Mexico, faced a significant challenge in standardizing their maintenance and operations across all sites. The company's rapid growth, partly through acquisitions, made standardization a top priority. The sites, while decentralized, needed to coordinate among themselves. The company sought a solution that would allow them to implement preventive and predictive maintenance standards to meet the exact requirements of the automotive industry. They also needed a system that could help them standardize their maintenance operations, send weekly and monthly reports to the Managing Director of each site, and implement audits to ensure each site is following best practices.

The Jack Daniel Cooperage, a facility that produces thousands of barrels per week for Jack Daniel’s and other brands within Brown-Forman, faced a significant challenge in maintaining its state-of-the-art barrel-making equipment. The maintenance and engineering manager, Martin Nelson, and his team of 18 technicians were tasked with ensuring the facility remained operational and met Jack Daniel’s exacting standards. The team used eMaint CMMS software and two types of vibration sensors from Fluke Reliability to monitor their equipment. However, they needed a more efficient way to generate work orders when their equipment exceeded temperature and vibration thresholds. The challenge was to improve their preventive maintenance and transition into predictive maintenance. The cooperage also had an extensive dust collection system that required meticulous attention to detail and a strong commitment to asset management.

GreenState Credit Union, a prominent credit union in Iowa, faced significant challenges in managing its facilities. Prior to 2013, the credit union's facilities management processes were heavily dependent on email and paper notes. They attempted to use the IT help desk system and Microsoft Outlook for preventive maintenance scheduling. However, these solutions proved to be inadequate. The IT help desk system was too IT-centric and lacked the flexibility needed for facility management. Microsoft Outlook, on the other hand, was not effective in managing the interrelationships of staff technicians, contractors, and the numerous facilities under management. The lack of a comprehensive and efficient system led to difficulties in tracking and managing requests, scheduling preventive maintenance, and documenting work details.

A 300-bed hospital was faced with the challenge of expanding and modernizing its Emergency Department (ED). The expansion required the ED to be pushed into the office area and conference room currently being used by hospital leadership. This posed a significant challenge as it required the relocation of the leadership team, the negotiation of new lease terms for additional space, and the coordination of various hospital support teams. Additionally, the hospital had to ensure that all networked devices they managed, known as operational technology (OT), were protected from cyberattacks. This was a complex project that required careful planning, coordination, and execution.

Circle K, a global convenience store and gas station chain, faced several challenges in managing its vast real estate portfolio, which includes office buildings, fuel pumps, convenience stores, and electric vehicle charging stations across over 15,000 sites in multiple countries. The company had a large roster of internal and external technicians, making the task of scheduling maintenance programs and capturing work order data from hundreds of distributed technicians complex. Circle K needed a scalable and flexible solution to manage the various operations of sites across different regions. The company was also seeking a single software solution to manage its global portfolio and workforce, and to gain a holistic view of spend across maintenance and assets.