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Baldwin Wallace University Case Study

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To keep up with a 2,500 daily call volume, Baldwin Wallace University graduates to a ShoreTel VoIP communication system

Baldwin Wallace University

Unreliable system needs replacement

Baldwin Wallace’s Fujitsu PBX was 14 years old and at the end of its useful life.

New modern telephony capabilities

Baldwin Wallace University needed to deploy up-to-date capabilities and stay on budget. IT needed to phase in the deployment over a three year period. The new system had to integrate with the university’s current phone switch until the implementation was complete. Many other communication system vendors could not overcome that obstacle easily.

“We started having some problems with our phone system and we knew we had to start looking. Responsible budgeting meant that we needed a partner that could integrate with our current phone switch and deploy the system in phases over a three-year period. The integration had to work,” says Deanna Mushat, IT & Telecommunications at Baldwin Wallace University.

Baldwin Wallace evaluated several well-known vendors. “After strategically evaluating Unified Communications systems that enable a true mobile workforce, ShoreTel’s feature set and ease of implementation made this an easy decision for us,” says Greg Flanik, chief information officer at Baldwin Wallace University.

The university also felt that ShoreTel’s voice over IP (VoIP) system delivered the best value based on ease of use and ease of administration. The installation was up and running in no time. For example, a veteran administrative secretary was able to use ShoreTel Communicator, set up contacts, add payroll, and start making calls within five minutes.

The university wanted a system that is easy to manage as it moves off the current PBX. ShoreTel’s unmatched ease of use has enabled Mushat to confidently become the system administrator as she prepares to take over for a retiring colleague.

Voicemail functionality keeps the campus community connected

The university has remote workers and several travelling contingents, from admissions staff to alumni. ShoreTel Communicator capabilities, as well as the ability to receive voicemail and email on a smartphone, have empowered users.

At one point, Flanik needed to work remotely due to a sick child. He was able to set his home phone so it appeared to the outside world as his office phone and launch ShoreTel Communicator right from his laptop. Flanik was able to IM and receive phone calls at home as if he were on campus office using his actual ShoreTel office phone number.

“AFTER STRATEGICALLY EVALUATING UNIFIED COMMUNICATIONS SYSTEMS THAT ENABLE A TRUE MOBILE WORKFORCE, SHORETEL’S FEATURE SET AND EASE OF IMPLEMENTATION MADE THIS AN EASY DECISION FOR US.”

Greg Flanik, Chief Information Officer
Baldwin Wallace University.

Conferencing capabilities enable the university to save money

Rather than paying a large third-party teleconferencing bill, the system enabled anyone on campus to conference from a laptop or desktop, at no additional cost.

“WE STARTED HAVING SOME PROBLEMS WITH OUR PHONE SYSTEM AND WE KNEW WE HAD TO START LOOKING. RESPONSIBLE BUDGETING MEANT THAT WE NEEDED A PARTNER THAT COULD INTEGRATE WITH OUR CURRENT PHONE SWITCH AND DEPLOY THE SYSTEM IN PHASES OVER A THREE YEAR PERIOD. THE INTEGRATION HAD TO WORK.”

Deanna Mushat, IT & Telecommunications
Baldwin Wallace University

CHALLENGE:

  • Under the pressure of handling 2,500 calls a day, its 14-year old PBX system began to fail. Upgrading the system was impossible since the maker had long since gone out of business.

SOLUTION:

  • The ShoreTel UC solution included ShoreTel IP Phones, ShoreTel Conferencing Bridge, and ShoreTel Communicator.

BENEFITS:

  • VoIP call clarity
  • Conferencing and IM
  • Integration with current legacy system
  • Ease of use and administration