Location: Livingston, New Jersey
Application: EVM3 & Vital Link
Formosa Plastics is among the nation's fastest growing integrated supplier of plastic resins and petrochemicals. Headquartered in Livingston, New Jersey, Formosa employs nearly 2,400 people in 19 production locations throughout the country, sharing a stated commitment "to supply the highest quality products and services to our customers, provide a safe and healthy workplace for our employees and contribute to the quality of life in the communities we operate."
That same commitment is expected of third party companies selected to support Formosa's sophisticated IT systems. According to Susan Higgins, Telecommunications and General Affairs Administrator, Mutare goes far and beyond with its products and support.
Formosa implemented Mutare's EVM3 voicemail to email solution for its headquarters in February 2014. It has proven to be an indispensable tool for the company's highly mobile sales staff. "They really appreciate getting all of their messages on one device," she says, noting that the text transcription of the message adds further to the efficiency of their message management and responsiveness. "But it's not just for sales. I, for one, am rarely at my desk since my job requires hands-on support throughout the building. It's great that I can respond immediately from my mobile device to voice messages left on my work phone. The caller gets what they need quickly, and I don't end up with a pile of voicemail messages to deal with when I finally do get back to my desk."
What really impresses Ms. Higgins, however, is the level of support Mutare provides for its products. "For instance, when we upgraded our voicemail system earlier this year, I made a call to Mutare for help with the related reconfiguration of EVM. I have to say Mutare's was the most knowledgeable, courteous, and understanding tech I have worked with this past year. And it's not just the knowledge but the response time. They are always there at a moment's notice, whether it's for a full reconfiguration or a simple question. I never hear that condescending tone and that is so appreciated."
Last year, Formosa added Mutare's Vital Link messaging platform to its IT systems. Vital Link supports two-way secure messaging, mass notification and customer engagement in a single application, and is currently used by Formosa primarily for multi-channel employee notification in the event of an emergency. "Formosa could not be happier with the ease of use and stability of our Mutare applications," she says, adding "Everyone I've encountered there has been wonderful. I rarely acknowledge such service but in this case accolades are deserved."