Cady Business Technologies has proudly supported the City of Crystal’s telecommunications for over ten years, so when the city became frustrated with an unreliable PRI system provided by another vendor, they naturally turned to Cady for a solution.

Here’s why System Administrator Matthew Haga trusts Cady to deliver reliable phone service that keeps the City of Crystal running.

Reliable communications are crucial to government operations

Telecom is critical to providing government services for the City of Crystal’s citizens, businesses and vendors.

“Our phone system is frequently the first point of contact for citizens with questions or who need city services,” Haga says. “This could be as simple as wondering how to obtain a dog license or as crucial as needing police sirens. Cady helps us keep those lines of communication open.”The Minnesota municipality has long relied on Cady to support its Mitel on-premise phone system, which connects 130 employees across three locations to the 23,000 citizens they serve. In 2021, Cady helped the City of Crystal transition from an unreliable Primary Rate Interface (PRI) system to SIP service.

“Our older PRI system, and more specifically, the lines feeding it, had become increasingly unreliable – and it was clear that the provider was no longer investing in that technology,” Haga says.

Problems included downed POTS lines, frequent call quality issues and lost communication with cell service providers. For example, one day, the City of Crystal couldn’t take calls from Verizon cell phones.

“It got to the point where almost monthly there was some kind of issue, so we moved to SIP service with Cady,” Haga says. “Cady made moving to their SIP solution painless, allowing us to utilize our existing relationship with them for roughly the same cost. We have had no issues since moving to Cady.”

Trusted relationships foster long-term partnerships

An expert in his own right, Haga oversees every aspect of the City of Crystal’s IT services. He says he appreciates having Cady on call for issues like hardware failures and setting up complex call trees.

“I am a department of one when it comes to IT for the City of Crystal, and I couldn’t do my job without Cady backing me up,” he says. “It is nice knowing that when I do have ‘deep in the woods’ issues that I’m unable to address as more of an IT generalist, I can reach out to Cady to do the heavy lifting.”

Strong relationships foster long-term partnerships, and Haga says that Cady Technology Advisor Amy Robinson always provides expert guidance – never a sales pitch. Whenever the City of Crystal considers a new purchase, Cady outlines options at each end of the spectrum.

“Cady isn’t pushy in any way. Their support staff and sales staff understand the financial constraints that businesses face and are realistic when suggesting future upgrades and the expected longevity for capital improvements,” Haga says.

For example, when the City of Crystal was exploring a switch from on-premise to a cloud-based phone system, Cady suggested they wait until their current system reached the end of its lifecycle.

“Cady has been great about finding ways to save us money, planning for when hardware reaches the end of its lifespan, and looking toward the future with more advanced capabilities,” Haga says.

White Glove service means worry-free support

Cady continues to provide ongoing support for the City of Crystal’s Mitel on-premise phone system and SIP services. Haga says Cady is always available with quick, professional service, resolving most issues within an hour.

When there was a hardware failure on one of the city’s servers, Haga was impressed that Cady technicians were on-site during the initial upgrade and stayed on-site until the server was back up and running.

“Cady’s support team has never let me down. I am always impressed by the depth and knowledge shown by their employees,” he says. “I know that if I reach out to Cady, whether for a purchase or support, the issue will be addressed with competence and confidence.”

Haga offers this advice for anyone considering partnering with Cady: “I will give the highest praise that I can think of in the IT world. There are some vendors, products or people that you worry about. Cady isn’t one of them. Every interaction I’ve had with their staff has been handled professionally, quickly and honestly.”

Reliable communications and white glove service are vital to government operations. Cady is proud to partner with the City of Crystal and ensure communications remain a strength for their team and municipality.

Cady Business Technologies is proud to be a Mitel Gold Partner.

Our strong relationship with Mitel over many years allows us to offer the reliability and expertise your Mitel solution requires.

Contact us today to help create a plan that will support your business needs and budget.