Client: Brivo
Industry: Cloud-based access control and smart building technology
Challenge: Increasing operational effort required to maintain call quality, routing consistency, and Salesforce alignment across customer care and inside sales
Condado’s Role: Vendor evaluation, strategic advisory, implementation planning, and deployment
Outcome: Transition to a more streamlined, reliable contact center environment aligned with Brivo’s existing ecosystem, with improved usability and reduced complexity
Brivo's contact center environment was functional, but increasingly difficult to operate at the level the business required.
Built on NiCE CXone and integrated with Salesforce, the system supported core workflows, but required ongoing effort to maintain consistency across call quality, routing behavior, and administrative updates. Over time, that effort began to compound.
Customer care and internal sales teams were both affected. Interaction data and case workflows were not always aligned with how teams operated day-to-day, and routine changes often required more coordination than expected.
While the platform and CRM were in place, the connection between them did not fully support Brivo's operating model.
Transcripts, session history, and case handling required additional effort to manage effectively. This limited visibility for both support and sales teams and created friction in day-to-day operations.
Brivo had already invested time stabilizing the environment and working through support channels. The system was usable, but not operating with the level of simplicity or reliability the team needed.
At the same time, there was limited appetite to start over. The organization had recently completed a major implementation, and the idea of repeating a complex deployment introduced real hesitation.
Budget sensitivity, combined with an aggressive timeline, meant the next decision needed to be both efficient and durable.
Brivo had worked with an implementation partner before. That experience delivered a working platform, but also made it clear that execution alone was not enough to solve the underlying challenges.
What was needed this time was a more structured approach to decision-making — one that connected platform selection directly to operational outcomes.
Condado was initially brought in to support evaluation and implementation. As the engagement progressed, the role expanded to include vendor comparison, negotiation support, and broader advisory across technical, operational, and financial considerations.
This allowed Brivo to step back, compare options more objectively, and align on a path that made sense for how the business actually operated.
Condado structured the engagement around evaluation before commitment. As a vendor-agnostic partner, Condado assessed multiple platform options, focusing not only on functionality, but on how each option would perform within Brivo's existing environment over time.
As the evaluation progressed, the focus shifted from feature comparison to operational fit. The key question became: which platform could the team run effectively without adding unnecessary complexity?
Condado enabled Brivo to compare trade-offs more clearly and avoid defaulting to a path based on prior investments or assumptions.
Zoom Contact Center was ultimately selected, as it aligned with Brivo's existing use of Zoom Phone and integrated directly with Salesforce. The decision was driven by architectural simplicity, reduced implementation overhead, and alignment with tools already in use across the organization.
Condado worked closely with Brivo's leadership, technical, and operational teams, while coordinating with Zoom and Salesforce to align transcripts, session history, and case workflows with existing processes.
Maintaining focus during implementation was critical. Early discussions introduced opportunities to expand scope, but these were intentionally narrowed to prioritize validation of core capabilities first.
Risks related to timelines, integration complexity, and cross-team coordination were managed through regular alignment and escalation where needed.
Brivo moved from an environment that required continuous effort to maintain, to one that is easier to operate and better aligned with how teams work.
Early outcomes include:
As the environment continues to stabilize, the system is positioned to support both customer care and internal sales more effectively, with less ongoing operational overhead.
Following implementation, Brivo engaged Condado for ongoing Managed Services support — a natural extension of the advisory relationship built throughout the engagement. This provides Brivo with continued access to operational expertise as the environment matures, without requiring the business to develop deep platform specialization internally.
Future phases may include expanded automation, AI-driven capabilities, and deeper workflow optimization within Salesforce.
The engagement has also influenced how Brivo approaches CX technology decisions, with greater emphasis on operational fit, ecosystem alignment, and long-term sustainability.
Organizations are increasingly stepping back to evaluate not just what platforms can do, but what it takes to run them effectively. In many cases, the most impactful improvements come not from adding more functionality, but from simplifying how systems are integrated, managed, and supported over time.
