The Rock and Roll Hall of Fame, an iconic establishment located in Cleveland, Ohio, reached out to Positive Results via a referral from one of our other customers. They were utilizing an outdated Shoretel phone system that was no longer supported with maintenance and security updates. The Rock and Roll Hall of Fame’s primary goal was to implement a communications platform tailored for a hybrid work environment to meet the changing demands of their organization.  

Positive Results assisted them in evaluating several platforms, including 8×8, RingCentral, and Zoom. After a detailed analysis and cost structure evaluation, the client chose Zoom as their platform of choice. 

Client’s Initial Situation 

The Rock and Roll Hall of Fame faced challenges with employees needing to access communication systems remotely during the COVID-19 pandemic. They required a simplified solution for external parties to communicate easily with museum staff, while also providing mobile access to the systems in a hybrid environment without the need for VPN connectivity. Additionally, the Rock and Roll Hall of Fame had several conference rooms that needed to be retrofitted to handle both Zoom and Microsoft Teams meetings. 

Solution Implementation 

Positive Results assessed the Rock and Roll Hall of Fame’s entire organizational needs, considering both infrastructure and user base. By implementing Zoom, Positive Results reduced hardware costs by 87%, as many users appreciated the ability to have business phone service on their mobile devices, opting for this methodology over traditional desk phones. This approach resulted in a faster implementation process, reducing hardware dependency and allowing for remote system setup. 

Positive Results worked closely with the Rock and Roll Hall of Fame’s IT team to ensure all IT protocols and connectivity requirements were met for the Zoom platform. The pre-configuration of the Zoom system was performed remotely, in an iterative fashion, collaborating with the client’s IT staff and executive leadership to determine and improve call flows for a better customer experience. After the initial setup, Positive Results spent several weeks on-site setting up desk phones and providing user and super admin training for the IT staff to manage the platform independently. 

Results and Benefits 

1. Significant cost savings of 27% on monthly communications spend by moving to the Zoom platform and replacing the legacy system. 
2. Improved user experience and positive feedback, with users appreciating the ease of use and the ability for executive leadership to remain productive while off-site. 
3. Reduced hardware costs by 87% as users opted for mobile phone service over traditional desk phones. 
4. Faster implementation process due to reduced hardware dependency and remote system setup capabilities. 

Challenges and Solutions 

The primary challenge encountered during the implementation was the limited availability of the Rock and Roll Hall of Fame’s IT personnel due to their involvement in other IT-related projects. Positive Results developed a project plan that minimized the client’s hands-on work and ensured weekly update meetings to keep the project moving forward. The goal was to minimize the client’s time commitment while still ensuring key decisions were made each week.