When Business Communication is on the Line, Call Simple Solutions

The Easy Choice: Moving On From Bad Service and Inefficiencies

Turner Houser Insurance Group receives 100 phone calls a day. Not to mention, this Lincolnton, NC-based insurance agency makes almost as many. Clients call to submit payments, file claims, or find the best policy that protects their newest asset. Agents check in with current policyholders, provide claim status updates, and reach out to referred prospects.

It’s a small, local, people-first business built on efficient and reliable communication. It has to be; Turner Houser Insurance Group protects the most important things — town citizens' homes, automobiles, and even their lives. Phones are essential.

So, when spotty internet coverage and outdated infrastructure kept creating unwanted interruptions and dropped-call downtime, owner and principal agent Jamie Houser decided to move on from his larger MSO internet provider and make two more changes: modernize his phones and choose a business just like his — a small, local, people-first business — capable of making the entire process easy.

Here’s what the scenario looked like:

The phone upgrade? A move from a traditional NEC setup to a modern Voice-over-Internet Protocol (VoIP) system.

The provider switch? Replacing Turner Houser’s existing, national phone vendor with Simple Solutions, a trusted communications partner for small and mid-sized businesses.

The results? Better than Jamie Houser could’ve envisioned for his company, his agents, and the community they serve.

Why Simple Solutions? Customer Care, Expertise, and Local Roots

“Fielding phone calls are how we help people, plain and simple,” says Jamie. “It’s an opportunity to take care of them. But it’s also missed business if someone can’t reach us. Our window is that small.” And after a few repeat mistakes from national providers that led to lost time and revenue, the need for something new was big.

Jamie met with Simple Solutions first, aware of the provider’s reputation for responsiveness, support, and customer service excellence in western North Carolina. He explained his challenges:

• Inconsistent, unreliable phone connections
• Waiting in queues and delays for troubleshooting support
• Limited accountability from providers
• Being treated as an account number instead of a company where timing is imperative

Simple Solutions listened to his story and asked follow-up questions instead of rushing into a recommendation.

“When I sat with Simple Solutions team members,” says Jamie, “they already understood what phones mean in insurance. They also knew what I needed, but they didn’t prescribe a system until I thoroughly explained my desires. Then, they gave me options and add-ons to consider, only if they were right for our operations.”

There was no wait to talk to his local Simple Solutions rep and no upselling during the consultation. Informed and supported, Jamie made decisions on the spot, inklings of meetings with other business communications providers were forgone, and an installation date was set.

A Right-Sized System, Right Away

Jamie Houser went with the Yealink T54W system. Everything arrived prepped and ready for a no-downtime install by the same rep who walked Jamie through his consultation. In comparison to the agency's legacy NEC phones, this robust VoIP system enabled the following features he and his agents didn't have before:

• Forwarding office calls to mobile phones
• Configuring systems with new users remotely
• Call recording on a per-employee basis

It also unlocked deep levels of service and support, at the time of install and beyond:

• On-site, in-person training for every agent
• Custom screen setups per workstation
• Direct access to local technicians
• Immediate troubleshooting instead of service tickets

"Simple Solutions did everything right," explains Jamie. "No one likes change, but it was necessary. They trained us on the new phones as long as we wanted and it was as seamless as possible. They were here, working with our team. Now, everyone's more efficient and we never miss a call."

Shared Values, Zip Codes, and Small Business Mentality

While it's only been 2.5 years since Turner Houser Insurance Group moved on from outdated technology and service that consistently fell short, this partnership was always meant to be a good fit.

Turner Houser Insurance Group and Simple Solutions share the same priority: making sure their customers can reach who they need to, when they need to.

No matter which of these two small, local, people-first businesses you call, they'll answer.