Neighborly
Neighborly: UCaaS Platform & Change Management
Neighborly was operating across 5,500+ franchise locations with fragmented communications technology, limited centralized visibility, and inconsistent costs and capabilities across the network. CXponent helped define a centralized future-state model, modernize the UCaaS environment, and negotiate a ramp-based contract that reduced upfront financial risk while creating a scalable path for franchise adoption.
Challenge
Neighborly’s 5,500+ franchise locations were independently sourcing and managing their own communications technology, which created a highly fragmented environment across the network. Different locations were using different platforms with varying capabilities and costs, making it difficult for Neighborly to establish consistency or exercise centralized control.
Because communications technology was managed independently at the franchise level, Neighborly also lacked centralized visibility into communications data and the broader customer journey. That limited its ability to understand performance across the network, identify trends, and uncover opportunities to improve the customer experience or drive additional revenue.
Solution
CXponent initially worked with Neighborly to assess the people, processes, and operating model required to centrally manage its communications technology. That work helped define the desired future state and ultimately surfaced a broader opportunity to modernize the overall communications environment.
The resulting strategy centered on standardizing franchise locations on a single UCaaS platform and bringing more of the technology environment under corporate ownership. CXponent also negotiated a ramp-based contract structure that allowed Neighborly to begin with only 240 committed users and increase its investment as additional franchises adopted the platform, rather than committing to thousands of licenses upfront.
Results
The ramp-based approach reduced upfront financial risk by allowing Neighborly’s licensing investment to grow in line with actual adoption. It also created a path toward more consistent and predictable communications spend across corporate and franchise locations.
The new model also established a repeatable framework for scaling the platform across the franchise network, making it easier to onboard new locations while allowing existing franchises to adopt over time.