“As technology and infrastructure demands continued to evolve, we wanted to ensure our customers had access to the most advanced business communication services available, and FluentStream exceeded our expectations."
CEO
SkyComm Connect
About SkyComm Connect
SkyComm Connect, a licensed U.S. VoIP service provider established in 2007, is committed to delivering next-generation business communication solutions with exceptional value, integrity, service, and support. Headquartered in Columbia, Maryland, SkyComm offers small and medium-sized businesses (SMBs) secure Unified Communications as a Service (UCaaS), mobility, and Video Surveillance as a Service (VSaaS) solutions and supports legacy Avaya customers through maintenance agreements and in-house technicians.
Background
Recognizing the growing demand for hosted VoIP services, SkyComm expanded its offering in 2018 by introducing Unified Communications as a Service (UCaaS) through a white-labeled partnership with SkySwitch. This strategic move allowed SkyComm to transition its legacy Avaya customers to cloud-based solutions, addressing the limitations of premise-based systems. It also enabled the company to capitalize on the increasing preference for flexible, scalable, and cost-effective hosted VoIP services.
Joe Bauer, CEO of SkyComm, spearheaded this strategic shift for several reasons. He anticipated the rising demand for hosted VoIP and knew that only offering premise-based solutions would hinder SkyComm's growth potential. Additionally, customers voiced their need for enhanced business phone features, greater flexibility, and the ability to work remotely.
Bauer’s foresight paid off as SkyComm experienced rapid growth through its new hosted revenue stream. After achieving its annual recurring revenue (ARR) goal in June 2023, Bauer, encouraged by a colleague who had already partnered with FluentStream, reached out to explore a collaboration. Recognizing FluentStream as the ideal fit for SkyComm, Bauer decided the time was right to make a strategic shift, setting the stage for SkyComm’s next chapter.
The Solution
FluentStream was the ideal strategic partner for SkyComm due to its 24/7 customer support team, rich set of enterprise-grade communication features, and a nationwide workforce of approximately 100 employees. Bauer believed that FluentStream’s support model would significantly enhance the service experience for SkyComm’s customers. Additionally, this partnership would allow SkyComm to expand from a regional provider to a national presence.
Within six months, SkyComm and FluentStream solidified their partnership, leading to FluentStream’s acquisition of SkyComm’s hosted VoIP customers in November 2023. These customers transitioned smoothly from the SkySwitch platform to FluentStream’s UCaaS platform. Additionally, SkyComm became a FluentStream channel partner, creating an alternative revenue stream by continuing to sell to and retain new customers.
“As technology and infrastructure demands continued to evolve, we wanted to ensure our customers had access to the most advanced business communication services available, and FluentStream exceeded our expectations,” said Bauer. “FluentStream’s offerings, combined with their 24/7 US-based customer support, were ideal for our customers.”
The Results
SkyComm and FluentStream collaborated over nine months to transition customers to FluentStream’s UCaaS platform. Although customers often express concerns about change, Bauer felt FluentStream was an exceptional partner throughout the process.
One key example of FluentStream’s customer-centric approach was its response to a specific need from SkyComm’s customers. Before the migration, SkyComm customers could use Microsoft Teams with their UCaaS platform. Recognizing the importance of this capability, FluentStream developed an integration with Microsoft Teams, allowing customers to access FluentStream’s business phone system within their existing Teams environment. This integration enhanced efficiency and productivity while optimizing costs by consolidating communication tools onto a single platform.
In addition to the Microsoft Teams integration, Bauer highlighted several other features that customers appreciate about FluentStream’s offering:FluentStream Mobile
According to Bauer, “This is a game changer.” This app empowers users to communicate with customers and collaborate with colleagues while on the go. It’s especially beneficial for highly mobile professionals like healthcare workers, real estate agents, and electricians. The app enables them to call, text, and access features such as visual voicemail and call forwarding from their work extension using their personal phones, enhancing productivity and customer satisfaction.
Online Portal: FluentStream offers over 100 cloud-based features, including calling, conferencing, texting, emergency routing, analytics, and reporting—all managed through an intuitive online portal or the FluentStream Admin app. Bauer noted that customers appreciate the ease of self-service management for their account billing details, call statistics, and call preferences from anywhere.
Remote Work: FluentStream’s cloud-based features support hybrid and remote work environments, allowing customers to stay connected and work from anywhere. This capability has been crucial for businesses adapting to new work models.
Customer Support: FluentStream provides unmatched customer service with its award-winning, US-based support team available 24/7. The support team adheres to accelerated response standards, promptly addressing even the most challenging technical issues. Additionally, customers are paired with dedicated onboarding specialists to help navigate FluentStream’s comprehensive range of cloud-based phone services, apps, and integration options. Additionally, FluentStream offers an online Knowledge Base with tutorials and how-to guides, ensuring customers have access to the support they need when they need it.
Nearly a year after the transition, Bauer reported that customers are very satisfied with FluentStream’s services and support.
Before this partnership, SkyComm served customers in Washington, D.C., Northern Virginia, Delaware, and Pennsylvania. Today, as a channel partner, SkyComm sells FluentStream’s UCaaS services nationwide while continuing to deliver its other business offerings.
“Our customers have the best of both worlds,” Bauer said. “We provide joint service. Customers can reach out to SkyComm, and if it’s a VoIP question, we can transfer the call directly to FluentStream support.” Bauer added, “We have a highly collaborative, transparent working relationship. We are all committed to providing excellent services and customer support. This shared purpose continually benefits our customers and enables us to meet our business objectives.”
Conclusion
SkyComm’s strategic partnership with FluentStream has enabled a seamless transition to hosted VoIP for its legacy customers, and its channel partnership with FluentStream has presented the opportunity to sell UCaaS nationwide. By leveraging FluentStream’s advanced UCaaS platform and unparalleled customer support, SkyComm has streamlined its service offering and expanded its geographic reach. With 100% customer retention, SkyComm and FluentStream are poised to continue thriving in an evolving market while maintaining their commitment to customer satisfaction and innovative solutions.
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