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ShoreTel augments customer satisfaction initiative by launching incentive program for channel partners

New Channel program underlines ShoreTel's focus on customer delight
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Sunnyvale, Calif., August 22, 2005 - ShoreTel, Inc., the fastest growing IP PBX company in the United States and the leader in customer satisfaction, today announced that it is extending its customer satisfaction program to its channel partners. ShoreTel is already known for its superior customer satisfaction, which has been verified over the last two years by Nemertes Research surveys of companies using VoIP products from all major industry vendors.

The metrics used by ShoreTel to measure customer satisfaction are based on objective in-depth customer interviews by an independent third party. The metrics are industry-proven and already in place for ShoreTel employees, who are evaluated based on these metrics. Now ShoreTel is rewarding its channel partners who provide top-notch service and support to their customers.

"Because phone systems are so critical to business, we have expanded our customer satisfaction program to reward our channel partners who are delivering outstanding satisfaction to their ShoreTel customers, " said ShoreTel President and CEO John W. Combs. "This virtually guarantees that ShoreTel customers will be satisfied with all aspects of their IP PBX decision."

ShoreTel management has a combined 50 years of experience with customer satisfaction programs where they have found that the key to satisfying customers is in a strong and professional channel support program. "CNP Technologies (a leading ShoreTel channel partner in North Carolina) helped us to truly understand how the ShoreTel phone system could make a positive impact on our business," said Pete Wheeler, Director of Technical Support at Yale Security Group in Monroe, North Carolina. "The system has exceeded our expectations as has the level of support provided by CNP.

In the customer satisfaction program, new ShoreTel customers are given the opportunity to rate their satisfaction with the channel partner's performance during the initial installation process and annually thereafter. Ratings focus on five key components which, when properly executed, will virtually guarantee a high customer satisfaction score:

  • Careful attention to the customer's needs
  • Attentive support of the customer throughout their ShoreTel experience
  • Project management including thorough system design and implementation to meet customer needs
  • End-user training
  • Sales follow-up

At the end of each month, a third-party surveyor gives ShoreTel a customer satisfaction report that sets the basis for ShoreTel's monthly partner performance ratings. Partners scoring a cumulative customer satisfaction rating of 90+ on a scale of 0 to 100 for the prior 12 months receive an additional purchase discount on product sales for as long as quarterly satisfaction scores of 90+ are maintained. This part of the program is retroactive to May 2005.

"We applaud ShoreTel for putting so much emphasis on customer satisfaction and are very excited to be among the first to receive incentives for achieving customer delight among the companies we serve," said Wesley Clark, co-owner of CNP Technologies.

About ShoreTel, Inc.

ShoreTel is the fastest growing IP PBX company in the United States and the leader in customer satisfaction. The company has shipped its groundbreaking solutions since 1998 and continues to outpace the rapidly expanding VoIP market with technological advances and sales that are doubling year over year. ShoreTel voice systems are designed to make businesses smarter, setting new standards for usability and manageability while reducing telecommunications costs. A uniquely distributed architecture extends enterprise-class voice services to every office and outpost, keeping employees fully connected wherever they go. A select, worldwide group of channel partners provide top-notch service and support. For more information, visit http://www.shoretel.com or call 1-877-80SHORE