Background & Challenge

Providence Animal Center was expanding quickly across multiple locations—but their outdated analog phone system couldn’t keep pace. One of their newer sites relied entirely on Wi-Fi, making hardwired desk phones impractical. With no internal IT team, communications became harder to manage, and responsibilities fell on Dr. Kim Boudwin, a veterinarian juggling tech tasks alongside patient care. Their existing provider lacked the support structure they needed to grow confidently.

Choosing the Right Partner

Providence was referred to ComTec Systems by one of our top MSP partners. From the start, our approach focused on making the process straightforward. ComTec’s Senior Technology Consultant worked closely with the Providence team to explore their options and align the solution with their existing use of Microsoft Teams. The decision to move forward with ComTec came down to clear communication, flexibility, and a commitment to dedicated support—something their previous provider lacked.

Implementation Done Right

With the plan in place, ComTec delivered a smooth rollout from start to finish. ComTec’s Project Manager led the deployment with structure, transparency, and minimal disruption. The implementation included:

• Softphone access for mobile flexibility and better call tracking
• Improved call routing and auto attendant setup, guided by ComTec
• Dedicated 24/7 US-based support team
• Quick resolution of minor issues and timely hardware delivery

The transition was executed without downtime or confusion—giving Providence a modern, scalable phone system without the growing pains.

Business Impact

The new system didn’t just solve technical challenges—it delivered measurable business results:

• Fewer missed calls translated into more appointments and increased revenue
• Better reporting tools helped staff schedule more effectively during peak times
• Voicemail greetings were handled by ComTec, saving internal resources
• User management became a simple, email-based process

Staff could now communicate easily across locations, and with mobile access, they no longer had to worry about being tied to a physical desk phone.

Ongoing Partnership & Support

What truly set this project apart was the ongoing relationship. With no internal IT staff, Providence relies on ComTec’s dedicated Customer Success Manager to serve as a consistent point of contact. This role ensures proactive check-ins, system updates, and strategic guidance as needs evolve— providing long-term value, not just a one-time fix.

Client Quote

“ComTec has been so helpful transitioning us from our old phone system to a VoIP system so we can  continue to expand our ever-growing business. From the initial meetings with the sales team to the  team overseeing the implementation process and now with the support team, it has been such a  positive experience. We are a group with no in-house IT support, so having the expertise of ComTec’s support team is invaluable for our business. We are looking forward to many years of growth with them.”

– Dr. Kim Boudwin