Who Ya Gonna Call – If Your Phone Doesn’t Work?

We talk about technology a lot in these newsletters, and it’s because technology daily impacts almost everything we do and how we do it. Technology, especially communications technology, can be complicated, is constantly changing, can be expensive, and sometimes stops working or doesn’t do what we need it to do! Might you want to avoid the frustration, distraction, and unneeded expense that constantly changing communications technology might bring? If so, you should turn to my friend Frank Milinazzo and his company, Skybridge Communications.

“Business technology is too big to dabble with,” Frank says. “There are so many angles. Since Skybridge doesn’t have a dog in the fight, for example we don’t have a quota to meet or a sales goal to achieve, we can focus on finding the best solution for our client.” Frank and the Skybridge team are passionate about finding the right solution, whether it may involve special promotions; free, discounted, or bulk-ordered products; or just the right service for the client’s needs.

Frank admitted to being a recovering “phone guy,” having cut his teeth in the telecommunications world in 1991. “Phone people are viewed by most others with skepticism,” says Frank. “Lots of people have suffered through experiences with equipment or service that didn’t work and they don’t want to endure it again.” Frank has participated in the evolution from voice communication to all communications systems – from choosing systems and equipment to installation and implementation. However, the Skybridge team’s goal is “to provide top-tier technology solutions that eliminate complication and hassle” in all aspects of communications technology, including installation, managed services, and systems integration.

“There are so many companies out there, and so many different ways to go about solving problems that it can be difficult for the client to know whether they’re getting a real solution and a good deal,” Frank said. “It’s all about giving the client what they need, what will fit their company and their business, and keeping their technology solutions as simple as possible.”

Frank shared that his favorite part of consulting is getting to know people and their companies – “from large corporations to ‘mom and pop’ shops, cannabis to hair ties.” Almost to a person, most people just want technology that works and is simple to use, and that’s what Skybridge does best.

Frank works hard to earn each client’s trust, and he confided that a good fit between consultant and client goes both ways. “When I’m being interviewed by a prospective client, I’m interviewing them too to make sure Skybridge will be able to give them what they need.” For example, he says, his happiest clients engage Skybridge for the entire process, from designing systems, choosing equipment, unboxing and testing gear, and network setup to continuing monitoring and maintenance services. Frank likes this approach too because it gives his team control over the network and all the moving parts, letting the team make sure everything is working to meet the client’s goals.

Skybridge begins every client engagement with a thorough analysis of the client’s technology needs, getting to know the business intimately in order to customize the team’s efforts and bring about the best results. Skybridge takes responsibility for all stages of the process, regardless of the scope of the project. They manage the entire project, including managing the people they engage to help with the job, and since they’re involved from set-up to clean-up they’re on-site to spot and deal with issues while being available to empathize with the client and what the client is going through. The Skybridge team starts its “counseling” role before the client engages with Skybridge, and they continue to serve in this role as they help the client navigate the changes and growing pains that come with adding new technology to any business.

Several examples Frank shared showcase Skybridge’s versatility in customizing technology solutions to suit an individual client’s needs. For one client, Frank revamped the way the client’s call center functioned so they could take more calls using fewer shifts, reduce call hold times, and improve efficiency. For another company, Skybridge enabled each employee to record calls (legally) on computers, phones, and other devices so the employee could later review the recording for needed details.

Skybridge was also on the cutting edge of “SIP trunking – a way of setting up multiple phone lines with different area codes – for much less cost than had previously been possible. This allowed Skybridge’s clients to offer call-in and call-back numbers with area codes that matched those being used by their customers.

Frank shared that his favorite project was one that allowed Frank and the Skybridge team to design and acquire all the needed technology and put it all together. Skybridge enabled the client’s camera system to synchronize with employees’ phones, and, using geo-tracking, trigger the cameras to record images only when an employee’s phone was within a camera’s viewing range. This technology can also be used to toggle phone functions like ‘do not disturb’ on and off based on where the phone is located so that, for example, notification blocks are toggled on when an employee is in a meeting and toggled off when the employee is in the field. “At the end of the day, it comes down to learning more about the client and how they need their technology to function – they’re the ones breathing it all day long, so they know best what they need.”

As to what you might do on your own, Frank advises companies to begin with a plan for disaster recovery. Frank advises starting by asking these questions: “What needs to happen if something goes wrong?” “Do we have guardrails up?” and “When was the last time we checked our backups?”

Next, Frank suggests making sure that your in-house technology team has regular contact with the outside world. He cautions that an internal technology expert probably knows your network really well, but if that’s the only thing they see they are likely to miss other perspectives, best practices, and new information. Frank cautions, “security needs to be evaluated more often and from many more vantage points than most people appreciate.”

When asked what he would look for in a communications technology consultant, Frank answered, quickly and confidently, “Empathy.” He would look for someone who works hard for the person who’s investing the money, who spends the money like it’s their own, who maximizes value for their client, and who is family-centric and cares about others. “People can learn what I do,” he says, “which isn’t anything extraordinary. The differentiator is a matter of being caring and empathetic and taking care of people.” If this approach to communications technology sounds like something that would help you and your business, please reach out to me. I’d be honored to connect you.