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ShoreTel Adds to Sports Customer Roster: Cleveland Indians Join “Team Orange”

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Ah, the signs of spring - the crack of the bat, the smell of hot dogs and peanuts, the 7th inning stretch. Yes, baseball is back! ShoreTel has a special fondness for the game, and for providing our solutions to baseball teams and many other sports teams around the globe. Today we’re excited to announce the Cleveland Indians have selected ShoreTel for its downtown Progressive Field stadium, front office, call center operations and spring training facility in Goodyear, Ariz. The ShoreTel unified communications platform is displacing an Avaya PBX to bring improved communications for staff and fans.

Working closely with ShoreTel Gold Partner Teletronics, the team purchased the ShoreTel IP-PBX solution with integrated unified communications, ShoreTel Enterprise Contact Center, ShoreTel Microsoft Dynamics CRM Integration, ShoreTel Conferencing, ShoreTel Mobility and several ShoreTel Dock units. When fully installed, the system will support 900 phones, with 125 users on mobility, and will reduce the team’s projected cost by more than 50 percent.

“Ease of use of the ShoreTel system was a huge factor in our decision – everything was cumbersome and complicated with our previous phone system,” said Whitney Kuszmaul, director of IT at the Cleveland Indians. “ShoreTel Mobility was another differentiator. It puts us light-years ahead of where we were before. In addition, the system’s ability to grow with us as we expand was an important consideration.”

The Cleveland Indians also appreciate the benchmarking and reports provided by the ShoreTel system, which have helped improve its processes and drive efficiency, as well as a significantly simplified server environment. With ShoreTel, the team is seeing a dramatic reduction in the amount of datacenter footprint space and the number of ports required. In one location, the technology requirements went from 20 servers to four servers, an 80 percent reduction.

The team’s use of ShoreTel Enterprise Contact Center (ECC) has improved productivity and efficiency, especially among the fan services and sales teams. Utilizing ECC’s auto attendant and auto and abandoned callback functionality, the abandon call time has been reduced from 21 minutes to three minutes, an 85 percent reduction, and hold times have been reduced from three minutes to less than one minute – significantly improving the overall fan experience. ECC is also integrated with the Cleveland Indian’s CRM system to further streamline operations.

The Cleveland Indians are the fourth Major League Baseball team to select ShoreTel for their UC needs, joining the San Francisco Giants, Los Angeles Dodgers, and Miami Marlins. Other U.S. sports teams who rely on ShoreTel for their communications systems include the Buffalo Sabres, the Washington Capitals, the St. Louis Rams, LA Lakers, Washington Wizards, Boston Celtics and Golden State Warriors.