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Auditoria Superior de la Ciudad Case Study

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Auditoría Superior de la Ciudad de México Relies on ShoreTel for Improved Communications Efficiency

Auditoria Superior De La Ciudad

Auditoría Superior de la Ciudad de México looks for increased efficiency

When one thinks of the service provided by government offices, the average opinions are not positive. That is why Auditoría Superior de la Ciudad de México has implemented several actions to improve not only the perception but overall customer service using efficient and trustworthy communications.

“The coordination of 300 lines of communication is a challenge for any type of office. In this case, we had an obsolete system that caused more problems than it had solved. That is why we moved to unified communications,” explained Octavio Alberto Domínguez Romero, Computer Services Director at Auditoría Superior de la Ciudad de México.

It is not only businesses that need an efficient communications system. Government branches also need systems and providers committed to quality and product support. ShoreTel understands the need for seamless communications whether in the office, at a remote site or working from home. The unified communications solution used by Auditoría Superior de la Ciudad de México includes the option of using ShoreTel Mobility to make sure employees are always connected.

The solution implemented by ShoreTel was installed through a bidding process where three partners took part; all three offered ShoreTel’s solution. “The installation process was made in steps, and because of the process of safeguarding of activities, telephones had to be exchanged in the presence of users. When the new equipment arrived, users noticed the usability of functions and immediately accepted the change,” said Romero. The installation included 300 ShoreTel IP telephones connected in a central office and a remote location, and ShoreTel Mobility for mobile devices.

Romero said concrete benefits include “an immediate usability and response time improvement.” He adds, “ShoreTel has also increased productivity and improved processes because of the Mobility application, something that helps us to keep in constant communication even if employees are away from the office.”

“WHEN USERS ASKED FOR AN EXTENSION NUMBER, A MANUAL SEARCH CREATED A DELAY. THIS HAD A DIRECT IMPACT ON CUSTOMER SERVICE. THANKS TO A SYSTEMINTEGRATED
DIRECTORY, THE RESPONSE TIME HAS DECREASED DRAMATICALLY, AND AS A RESULT,
PUBLIC ASSISTANCE HAS IMPROVED.”

Octavio Alberto Domínguez Romero
Computer Services Director
Auditoría Superior de la Ciudad de México

CHALLENGE:

  • Finding a platform that allowed employees to be more efficient in their communications while at the same time being friendly enough to avoid rejection from the users.

SOLUTION:

  • A ShoreTel platform that includes 300 telephones – ShoreTel 655 and ShoreTel 230 – at a central office building and one other location, and the implementation of ShoreTel Mobility.

BENEFITS:

  • Usability
  • A user friendly system
  • Simplified functions
  • Greater simplicity in their processes