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Therafin: Eight Years of Partnership — and Counting

Family-owned rehabilitation equipment manufacturer Therafin needed a reliable communications system for their new facility and a partner who would stay engaged long after the implementation was done. CTPros delivered both.

The Challenge

When Therafin moved into a new warehouse facility in 2011, they needed a VoIP phone system that matched their size and budget and a partner who would provide hands-on support — not just an installation and a manual.

The Solution

CTPros implemented Mitel MiVoice Connect for Therafin — providing pre-planning consultation, full implementation, on-site training, and eight-plus years of ongoing support that continues to make the difference.

About Therafin

Therafin has been manufacturing custom seating systems for wheelchairs and rehabilitation equipment since 1968. A family-owned business, Therafin produces a wide range of products for rehabilitating patients and home care environments. Customer service is a core part of how Therafin operates — their team manages ongoing customer inquiries, order updates, and support calls daily, making reliable internal communications and quality call handling essential to the business.

A New Facility and an Outdated Phone System

In 2011, Therafin was planning a move to a new warehouse facility. The move created a natural opportunity to replace an outdated system running on traditional POTS lines — and management decided to take it. Jeremy Fischer, Therafin's Director of Operations, knew what they were looking for: a VoIP system with a track record for companies their size, at a price that made sense, backed by a partner who would actually be there when they needed help.

The last point mattered. Therafin doesn't have phone system experts on staff. Any new platform would need to come with a support partner who could handle configuration changes, troubleshooting, and ongoing maintenance — not just point them to documentation and move on.

Pre-Planning, Implementation, Training, and a Partner That Logs In When Needed

CTPros — a Mitel Platinum Partner — worked with Therafin through the full engagement: pre-planning consultation to ensure the new facility cutover went smoothly, direct implementation and deployment of Mitel MiVoice Connect, and on-site training for staff and management so everyone was up to speed on the new system from day one.

The Mitel MiVoice Connect platform replaced the POTS line setup with IP telephony and introduced features that changed how Therafin operates day-to-day — visual voicemail, presence visibility across the organization, workgroup call handling, conference bridges, and a desktop client that gives employees direct access to call management tools without needing IT involvement.

The silent monitor feature became one of the most valued capabilities. Therafin uses it to allow managers and experienced agents to listen in on difficult customer calls in real time — providing coaching assistance without requiring a transfer to a second agent. For a company where customer service is a daily priority, that capability directly improves the experience for callers.

A System That Works — and a Partner That Stays

The Mitel platform delivered the functionality Therafin needed: reduced phone line costs by moving off POTS lines, visual voicemail and presence status that helped employees route inquiries faster, conference bridges that required no third-party tools, and a desktop client that gave staff control over their communications without IT overhead.

More significantly, CTPros became the phone expertise Therafin didn't have internally. Over eight-plus years, the engagement has covered workgroup and hunt group configurations, music-on-hold updates, troubleshooting, system updates and upgrades, and ongoing remote configuration support whenever Therafin needs it. When something needs to be changed, CTPros logs in and does it — rather than explaining what Therafin would need to figure out on their own.

That model is exactly what Therafin was looking for when they started the search.

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