Echo Global Logistics
Echo: UCaaS Implementation and Program Management
How CXponent helped Echo Global Logistics successfully navigate a complex RingCentral UCaaS implementation under Cisco renewal pressure, avoiding major risks and securing $200K in service credits.
$200K
Service Credits Secured
Challenge
Echo's CIO underestimated implementation complexity, believing they didn't need staff augmentation or program management. Their Cisco maintenance renewal created urgency, and their initial partner lacked the capability to handle the operational disruption.
" The CIO was already deep into the UCaaS decision and believed it was 'too late to bring CXponent in."
— Jon Shaver
Solution
CXponent reframed engagement value by focusing on partner diligence, identified critical implementation gaps, provided staff augmentation including program management and technical RingCentral overlay, and negotiated approximately $200K in service credits.
Results
Echo avoided major implementation risks, achieved improved delivery quality aligned to their complex environment, and strengthened vendor accountability across all parties.