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Case Study: Aseva Helps PrideStaff Boost Call-Answer Rates by 45%

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Industry

Staffing

Challenge

PrideStaff’s IT team inherited an unreliable on-premise voice system that was only partially implemented. Call quality issues, missing call center analytics, and limited internal expertise made it impossible to deliver consistent service across multipl locations. At the same time, an SD-WAN project from another vendor had stalled, leaving the company unable to use the technology they’d already invested in.

Results

Aseva replaced the legacy voice platform with a cloud-based solution that helped PrideStaff improve its analytics and customer satisfaction scores. The SD-WAN rollout was also completed, giving PrideStaff a fully optimized network to support its nationwide operations with greater confidence and efficiency.

https://www.pridestaff.com

40%

Higher Customer Satisfaction Scores

45%

Increase in Call-Answer Rate

"I’d worked with Aseva before and knew I could count on them again. Thanks to their expertise, our stalled projects are now success stories."

Rob Hale
CIO, PrideStaff

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About PrideStaff

Founded in Fresno, CA, PrideStaff is a national staffing and recruitment firm offering temporary, temp-to-hire, and direct-hire placements for multiple industries, including light industrial, administrative, accounting, sales, and manufacturing. As a multi-award-winning staffing firm with multiple locations across the United States, PrideStaff consistently meets its mission of providing client experiences focused on what they value most.

The Challenge

When Rob Hale joined PrideStaff as CIO, he inherited two critical technology projects that had lost momentum.

The first was an on-premise VoIP deployment that had never been completed. Employees experienced poor call quality and a total lack of visibility into call metrics, which made it impossible to assess performance or improve customer experience. PrideStaff's internal IT team didn’t have the expertise to overhaul the system, leaving operations fragmented and staff frustrated.

Meanwhile, the staffing firm had already invested in a new SD-WAN solution from another vendor, but its deployment was stuck in limbo. The vendor required advanced network configuration changes that PrideStaff's team couldn’t complete independently, and without outside support, the project – and the network improvements it promised – were going nowhere.

PrideStaff needed a partner who could modernize its communications, improve reliability, and help deploy its SD-WAN solution successfully, all while supporting the CIO’s vision to strengthen IT operations across all of its branch locations.

The Solution

Aseva's provisioning specialists interviewed key stakeholders to understand PrideStaff's objectives for the communication system. After recommending a modern, cloud-based Cisco Webex solution, the Aseva team conducted a full inventory, ported the numbers, completed the cutover, and provided hands-on training to ensure every employee could confidently navigate and manage the system.

At the same time, Aseva’s NOC team partnered with the company's existing SD-WAN vendor to review project requirements, gather network parameters, and develop a detailed Method of Procedure (MOP) to guide rollout. Throughout both projects, Aseva acted as an extension of PrideStaff’s IT team, ensuring every technical detail aligned with its business goals.

"With Aseva's help, our communications are stronger, our network is agile, and our teams have what they need to serve customers better." - Rob Hale, PrideStaff

The Results

With Aseva’s help, PrideStaff modernized its voice and network infrastructure across all locations. The staffing company now enjoys:

  • Centralized call analytics that improved customer satisfaction scores by 40%
  • Simplified system management that helped non-technical staff review call data and make training adjustments
  • Higher customer responsiveness, resulting in a call-answer rate increase from 30% to 75%
  • Fully deployed SD-WAN that supports growth with centralized visibility, optimized routing, and stronger redundancy 

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