Teleworking for Business Success
Posted on Wed, Sep 07, 2011 @ 01:13 PM
The object of every business is to create a competitive advantage over competition. That’s a tall order, how can Business achieve this success? Today’s Teleworking force is expanding daily and technology has developed more powerful tools for businesses to jump ahead. Many industries have benefited by the Brilliant Simplicity of a ShoreTel system.
For example in the Finance sector, Union Bank of Kansas City, MO, needed to maintain their reputation for excellent customer service and needed to replace their present phone system. New features and tools to enhance their customer service was a priority. Although ease of management, business continuity, including backup and recovery in the event of a natural disaster were essential features. But a customer survey found that most customers’ priority was to have their calls answered by a live person instead of an auto-attendant robot or voice-mail. Then they came to ShoreTel.
A new Shoretel system including ShoreTel 120 and ShoreTel T1 Voice Switches, a voicemail server, and more than 200 ShoreTel 200 IP Phones were phased in across 11 bank branches. Users were trained ahead of time, so going live was just a matter of flipping a switch. Easy-to-configure workgroup features mean that during business hours, customer calls are routed to a live person. Only when the bank is closed are calls routed to an auto attendent. Even then customers can dial individual extensions and leave messages to receive live responses when the bank opens.
“ShoreTel has improved the overall efficiency of communications within the bank. We have a much more efficient call center and productivity is enhanced tremendously.”
- Lisa Dawson, Executive Vice President, Union Bank.
In the Medical Arena Woodlands North Houston Heart Center (WNHHC), technology is a front-line ally in its campaign to prevent, diagnose, and cure heart disease. On the heels of a move to a new facility, WNHHC wanted to replace its traditional and outgrown phone system with an IP phone system with powerful unified communications tools built in. Any new communication infrastructure would have to keep pace with healthcare advances. WNHHC went looking for a single system that could span its main and branch facilities, accommodate increasing call volumes, streamline communications, and boost the efficiency and productivity of the professional and administrative staffs.
The migration began with PBX functions being entrusted to ShoreTel switches distributed across two main facilities: at the new main clinic, and at the Woodlands branch location. ShoreTel T1 switches provide PSTN access to the headquarters, and point-to-point T1 lines connected by Cisco routers link the two sites in a high-speed WAN. The ShoreTel system can support virtually any type of handset. This means that in addition to ShoreTel IP Phones, roving staff can use off-the-shelf analog cordless phones that won’t interfere with WNHHC's wireless data network. The single phone system across multiple locations can be managed remotely from ShoreTel Director’s browser-based interface.
“The ShoreTel solution, while being very easy to manage, provides advanced capabilities that make our staff more productive and allow us to improve the patient experience. Voice communication is a mission-critical application for us, and the ShoreTel system’s ability to deliver ‘five-nines’ of reliability made it stand out from the competition” - John Henderson, Administrator, WNHHC.
Clark Pest Control is the largest family-owned pest control firm in the United States. They deliver progressive solutions to residential and commercial customers throughout California and parts of Nevada. Since it was founded in 1950, Clark Pest Control has grown to more than 1,200 employees and 23 branch offices.
From technicians working in the field to agents handling inbound calls, the ability to efficiently collaborate across phones, desktops, and remote locations is essential to providing customers with top-notch service. Clark Pest Control based its ShoreTel Unified Communications Solution, including 786 ShoreTel IP phones, ShoreTel Enterprise Contact Center, and ShoreTel Communicator with Personal Access, on top-quality technologies and services to ensure highly available and brilliantly simple communications. Thus lowering their telephone utility costs by 20 percent the first year.
“This solution is simplistic by design, buffering sophisticated technologies behind a very intuitive interface that allows us to handle administrative tasks in minutes rather than hours. Our end-user community has become more efficient since installation of the ShoreTel system, because tools are integrated and contacts are just a click away.”
- Mike Butchko, Director of Information Technology, Clark Pest Control.
To recieve more info about ShoreTel and its array of services, please contact us or request a demo today! Xtelesis helps businesses of all sizes move forward with our popular business solutions.