The wealth advisors at Hudson’s Stratos Wealth Partners (SWP) had enough. Every day, phone calls with important clients would cut in and out, making quick conversations time-consuming and frustrating. Staff resorted to using personal cell phones in the office to avoid missing parts of these critical conversations. Web pages wouldn’t load and file uploads took too long for the paperless business. Time was wasted trying to find the problem. Patience was wearing thin.
The nine independent wealth advisors who make up Stratos Wealth Partners needed a solution. Reliable phone and internet services are critical to their business and no one in the area could offer them what they required. They needed to find a quality internet service that could provide a fast and reliable connection that could also power their Voice Over Internet Protocol (VoIP) phone system. VoIP phone systems use the internet to transmit phone calls. The limited number of service providers was not willing to offer SWP what they needed. It had come down to two unsatisfactory options – deal with the problems, resulting in not being able to conduct business effectively, or leave Hudson where they had been since 2011.
“If you’re using the internet and your connection is slow, the page might take a while to load, but it allows you to continue to work,” said Mark Wilcox, managing director at SWP. “But when phone services are disrupted and you lose three seconds of a conversation, it makes it impossible to do business. It had gotten to the point that we were considering leaving Hudson.”
When Wilcox heard the City of Hudson was going into the broadband business, he signed up immediately to be notified when Velocity Broadband would be available. In July 2016, SWP was connected to the fastest, most reliable all-fiber broadband network in Northeast Ohio.
“Our experience with Velocity Broadband has been fantastic,” Wilcox said. “The biggest differences are the reliability, quality, and speed of the service. We have noticed a dramatic improvement, especially with our VoIP phone system.”
Not only did SWP find the internet service to be far better than anything available in Hudson, but they have been extremely satisfied with the personalized customer service. Soon after installation, the staff at SWP noticed there was an issue with their connection. Before they could place a call to the support line, the Velocity Broadband team had contacted them, told them they had found a problem, sent someone out, and fixed the problem the same day.
“With the standard internet companies, you have to call and wait on hold to talk to an actual person. It can take a long time for any sort of resolution to happen,” explained Wilcox. “With Velocity Broadband, they called us before we could even place a call. That kind of customer service never happened with our previous internet providers.”
Stratos Wealth Partners now has peace of mind conducting business with little to no interruptions.
“Phone and internet should be an afterthought and with Velocity Broadband, that’s finally possible,” said Wilcox.