Case Study: How a Phone System From OTELCO Has Helped a Local Non-Profit

Eastern Area Agency on Aging - MaineThe Eastern Area Agency on Aging (EAAA) provides a variety of services to Maine seniors, adults with disabilities and caregivers. Their services include Meals on Wheels, Medicare assistance, transportation, congregate dining, and much more. Based in Bangor, their coverage area includes Penobscot, Piscataquis, Washington, and Hancock Counties. As a non-profit, the organization needs to be mindful of its budget but also needed a phone a system that works throughout their offices in these counties, as well as offered reliable tech support. We asked Tom Boyd of EAAA to share their story of choosing a Hosted PBX phone system with OTELCO.

Recognizing it was time for a phone system upgrade

Under their old phone system, EAAA met their affordability needs – but only to a point. With that system, they had limited features and were paying hourly for tech support. They also couldn’t have each office connected to the in-house server, so every office in their four county coverage area had to have its own phone line. Also, the server was housed in their office’s basement, so the threat of flooding or overheating was ever-present.


When EAAA decided it was time to find a better solution for their phone system, they turned to OTELCO. Why? They had already had a long, positive relationship with OTELCO. Tom Boyd, the Agency’s IT Director, said of the existing relationship with OTELCO, “I always felt we were treated fairly and the customer service has always been top-notch.” After getting quotes from OTELCO and another vendor, they opted to go with a cloud-based phone system from OTELCO.

Enterprise level features and training benefit employees across the agency

OTELCO installed the phone system through EAAA’s ISP, allowing OTELCO to monitor the bandwidth being used and to make adjustments if needed. OTELCO’s system also provides EAAA with enterprise-level features that employees of the agency had been “clamoring for,” according to Boyd. They are also able to have all the offices connected via the internet, instead of having to install a new phone line in each office.

When EAAA opted to go with OTELCO, they also got an onsite tutorial in using the system. An OTELCO rep was at EAAA to make sure staff knew how to use the system and its new features, even spending extra time to make sure the receptionist fully understood all that she needed to. As with any transition, there were a few bugs to fix initially, but EAAA reached out to OTELCO’s tech support and they were quickly fixed.

How has a new phone system changed the day-to-day for EAAA?

Now, EAAA is saving a few hundred dollars a month on their phone system and has more features than ever. They no longer have to pay extra for tech support or deal with hardware maintenance, and they enjoy the simplicity of adding voicemail only mailboxes, using the online interface for configuring phones, and setting up auto attendants. The agency has been so pleased with their new phone system, they have just signed a five year contract with OTELCO.

OTELCO is pleased that we have been able to provide a quality product at an affordable rate to a non-profit that does such inspirational work for our community. Many thanks to Tom Boyd for sharing their story.

Check Out Our Guide to Business Phone Systems