Customer stories


IntelliSound

Producers of custom-designed telephone on-hold programming believe FileMaker Pro is the “lifeline” of the company

A successful company knows that every detail counts – right down to what customers hear when they are placed on hold. That's where IntelliSound helps hundreds of offices nationwide to make a positive, lasting impression – with well-planned, professionally-recorded on-hold programming designed to suit the image and the tastes of each individual client. While preparation of these recordings is an elaborate process, IntelliSound turns out first-class work with just seven people on its staff – thanks to FileMaker Pro.


Business Challenge

Founded in Atlanta more than six years ago, and recently relocated to Asheville, NC, IntelliSound fills a valuable niche for companies looking for that last vital component in a vibrant corporate image – on-hold programming using music and voice to tie in closely with the overall corporate message. Unlike the common expedient of just plugging into a local radio station, IntelliSound creates content to the exact specifications of each client. "We buy a license from a large music library service," explains IIntelliSound president Joe Scott. "Working with the client, we pick and choose the music beds from the library service, and then prepare voice tracks using vocal talent from all over the country. We edit these sessions and mix the spots on top of the music. You could compare it to a little radio station, with the goal of helping the client effectively disseminate information to callers who happen to be on hold."

Over 800 clients, most in the health care sector, use the IntelliSound service. These health care customers range from local medical practices to full-sized hospitals, clients for whom clear and effective dissemination of information is vital. With music lists to be chosen, copy to be written, voice tracks to be recorded, and final edits to be mixed, there's a lot of information to be managed - procedures to be tracked. "We needed an efficient way of organizing all this information," Joe says. "We've been using FileMaker Pro from the very beginning of the company."


Successful Solution

The IntelliSound system is built on a single FileMaker Pro database – but what a powerful database it is, encompassing hundreds of individual records for each client. All the contact information for each client is stored in the database, along with detailed production notes on each project, current and past client copy, and specific instructions for every step of each client's individualized production process. "FileMaker Pro's basically the lifeline of our company," comments Joe. "Every single conversation we have with our clients goes into the database, all their contact information, all their schedules for when they need to receive updates, and when they need to receive programs – everything is in our FileMaker Pro database."

Concerns over maintaining data integrity led to a recent upgrade of the system to FileMaker Pro 7, under the supervision of FileMaker Pro developers Lawrence Camp of LB Camp Consulting Services and Chris Moyer of The Moyer Group. "We have one of the best development teams in the country with Lawrence and Chris," Joe notes, praising the developers for successfully implementing the migration over the course of a weekend. "You don't always understand the ramifications of migration until you actually get into it, and this migration could have been a nightmare for us – but it wasn't. And we're assured that data corruption will no longer be an issue."


Customer Benefits

With a burgeoning list of clients, there are increasing demands on IntelliSound's close-knit staff – a much smaller staff than one might expect. Only seven people work full-time for the company, so it's essential that each one has the ability to jump in wherever and whenever needed ensuring that every project is completed on schedule and to the satisfaction of the client.

That's where FileMaker Pro makes a real difference. "We're such a small company that every person is able to do every other person's job," Joe explains. "Therefore if someone is sick, someone else can jump right in and see that the job is done. With all the information on every client right there in FileMaker Pro, any one of us can look up any client's record, get all the information on past and current projects out of the notes, and not miss a beat. It's a very valuable resource for us."

The IntelliSound staff is constantly exploring new uses for the database. A recent addition allows mass faxing of trade-show attendees, keeping them up to date on the company's latest offerings. "If we’re going to a show we'll have a list of everyone who'll be there," continues Joe. "We can use that list to develop records in FileMaker Pro that'll send an individual fax to every one of the potential vendors at that event."

As IntelliSound grows, the FileMaker Pro database system grows with it – all while remaining a simple, easy-to-use tool that keeps the company operating at peak efficiency. "FileMaker Pro allows a small number of people to keep up with a huge client base," Joe emphasizes. "It keeps things extremely organized, and makes everybody's lives much easier."


"We're such a small company that every person is able to do every other person's job. Therefore, if someone is sick, someone else can jump right in and see that the job is done. With all the information on every client right there in FileMaker Pro, any one of us can look up any client's record, get all the information on past and current projects out of the notes, and not miss a beat. It's a very valuable resource for us."

Joe Scott, President, IntelliSound



Contact information

Contact Info for Customer:

Joe Scott
President
Intellisound
828-210-9000
jScott@intellisound.net
http://www.intellisound.net


Lawrence Camp
Developer
LB Camp Consulting Services
828-437-2758
lbcamp@mail.org


Chris Moyer
Developer
The Moyer Group
866-284-4623
info@moyergroup.com
http://www.fmpro.com


Filemaker Contact:

Kevin Mallon
Public Relations Manager
FileMaker Inc.
408-987-7227
kevin_mallon@filemaker.com
http://www.filemaker.com


Overview
  • Producers of on-hold programming and automated attendant systems for over 800 clients.
  • Based in Asheville, NC
  • Approximately 7 employees
Industry
  • Small Business
Solutions
  • FileMaker Pro 7 database system organizes detailed data for over 800 clients, ranging from contact information to recording copy for all projects.
Benefits
  • Powerful features of FileMaker Pro 7 allow company to function efficiently with minimal staffing.
  • One-stop filing system stores information on every aspect of every client's account – accessible at a keystroke.