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What is the main reason you would recommend Hiscall, Inc.?

Through my employer, F&M Bank, I have worked with Hiscall for over twenty years. During that time, I have consistently found a company committed to determining the best solution for you and your situation.

What problem(s) were you trying to solve with Hiscall’s service?

Twenty years ago, F&M Bank had assets totaling $350 million and we needed to replace a Merlin phone system with one that offered increased flexibility for a growing business. Working with the F&M management team, Hiscall recommended a VOIP system from Avaya, innovative technology at that time. We installed the recommended system. The Avaya system provided excellent service as F&M increased its assets to $1.5 billion opening additional offices. When we elected to replace it in 2022 with a Mitel system, the Avaya system was still performing very well.

I have worked with Hiscall for over twenty years. During that time, I have consistently found a company committed to determining the best solution for you and your situation.

C. DEWAYNE OLIVEExecutive Vice President and CFO, F&M Bank

What has exceeded your expectations since working with Hiscall?

Commitment to customer service. F&M’s first exposure to Hiscall’s commitment began with our due diligence on the Avaya system. At that time, VOIP was innovative technology, and the Avaya product would be one of the first installs for Avaya. The F&M management group was well into the due diligence process, when we met with national reps from Avaya and two other key suppliers in a crucial final meeting. The national reps made their presentations and promised delivery and “go live” dates. Gary Luffman, Hiscall President, sat across the table from me. I looked at him and asked him what F&M could count on. He reaffirmed his commitment to the technology but would not agree to the sales reps timelines. He promised at the meeting, to the F&M management group, if we signed the contract and should there be any issues the bank would have phone service.

As it happened, Avaya and the key vendors did not meet the stated timelines. In the interim, Hiscall installed another system at no cost to F&M. The Bank never missed a call. In time the Avaya system was installed and operated flawlessly. Hiscall made a commitment, and they kept the commitment.

What have you been able to achieve since using Hiscall’s services?

Hiscall continues as a key vendor with F&M as we expand the franchise and increase our asset base. Since the first phone system, Hiscall has provided cabling for new and remodeled facilities, wi-fi, cameras, access controls, alert notification system, and continued annual maintenance on all Hiscall related items.

What made you happiest about working with Hiscall?

Access to Hiscall staff, including the President, Gary Luffman, at all times. I have called Gary as late as 11 p.m. and as early as 4:30 a.m., when F&M encountered urgent situations. F&M has the same access to all of the Hiscall staff. They are dedicated to customer service!

What made Hiscall stand out from other options?

Hiscall understands the importance of “uptime.” To fulfil their uptime commitment, Hiscall maintains in inventory a backup to each piece of hardware they install. This means that if a board or handset fails, they have it in stock and can promptly deliver and install the replacement. Hiscall will not tell you that they need to order the part and they should receive it in “x” number of days or weeks. Maintaining this level of inventory is expensive, but Hiscall believes that in the end this commitment increases customer satisfaction and retention.

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