TopLine Federal Credit Union

TopLine Federal Credit Union has been serving the Minneapolis/St. Paul, Minnesota metropolian area for decades. Today it has more than 30,000 members and provides premium personal service "that people can bank on." With numerous full-service branch locations throughout the Twin Cities, TopLine offers quality financial products, competitive rates, low fees, online banking and shared branching services.  

 “We loved the ShoreTel distributed architecture and rich feature set, and its full integration with DoubleTake software for improved reliability. However, once we saw the ShoreTel Communicator demonstrated, we knew we had to have it."

— Colleen Jakes, Director of Information Services at TopLine Federal Credit Union.

When its outdated telecommunications system could no longer scale or offer modern unified communications features to help support excellent customer service, TopLine turned to ShoreTel. The growing credit union wanted to implement a modern business continuity plan to help ensure reliability and meet stringent disaster recovery requirements. It also wanted to decentralize its corporate call center and improve efficiency by optimizing staff resources at each branch. A ShoreTel white paper, Is Your Network Ready for IP Telephony? helped the credit union make the first move to a voice over IP platform.

 "ShoreTel allowed us to elminate the call center functions here at corporate to better utlize branch tellers and the auto-attendant features. It all adds up to a highly efficient yet still user-friendly environment for both our members and staff."
— Colleen Jakes, Director of Information Services at TopLine Federal Credit Union.

An evaluation committee of 25 employees looked at the price, ease of use, disaster recovery features, Citrix integration and call center capabilities of several vendors. After seeing a ShoreTel demonstration, the credit union chose a ShoreTel UC system for its corporate site and across four remote branch locations. Benefits include:

• A rapid return on investment from increased staff productivity, accelerated processes and reduced support costs.
• Advanced multimedia features, such as instant messaging, that allow staff to make enquiries, route and solve issues in real time. 
• Microsoft Outlook and Citrix integration.
• Compliance with disaster recovery regulations, and improved business continuity.

"We compared the ROI of ShoreTel to the old system - the savings of time, support, maintenance and costs is 42 percent. And metrics from the new distributed call center show a 78 percent decrease on call wait times and call completions. And we've eliminated the POTS lines, which saves $11,000 annually."
— Colleen Jakes, Director of Information Services at TopLine Federal Credit Union.