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Breckenridge Case Study

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Case Studies

Breckenridge ski resort vacation company slaloms to faster TCO with ShoreTel UC, and creates perfect conditions for business communications

Breckenridge

Expanding ShoreTel from corporate to guest rooms

While the corporate offices were already using ShoreTel, Brian Binge, director of information technology, was not sure how it would work at the hospitality end of the business—in the allimportant condominium guest rooms.

Right platform to integrate with hospitality systems

Breckenridge Grand Vacations has been recognized as one of the most successful independent developers in the industry, winning professional, community, and national awards.

The company believes in a high-touch style of management and service, which permeates across all aspects of its resort communities to the delight of guests, investors, and owners. More than 400 employees work at the resorts and corporate
offices to ensure everything runs as smoothly as the world-famous groomed slopes.

“We really pride ourselves on customer service. Being able to communicate effectively with our guests, know their names when they call, and providing a higher class of service are all-important contributors to our success. ShoreTel is helping us to do all of these,” says Binge.

He mentions the concerns of making it cohesive and transparent. “We weren’t sure if or how it would work, because the property management systems are pretty complicated. We found the DuVoice solution and ShoreTel UC, and had a partner arrange a pilot to test the concept. It worked. Turns out, ShoreTel was also offered at a better price than other systems we’d considered, and it gave us comfort that we could manage and take care of it ourselves. We really like ShoreTel and it integrates very well with DuVoice, and other systems in our environment. Now, ShoreTel is everywhere,” continues Binge.

ShoreTel helps improve customer service

The ShoreTel UC solution comprises 452 licenses across five sites, ShoreTel IP Phones and ShoreTel Voice Switches, and ShoreTel Communicator. The ShoreTel architecture is open, distributed, and inherently redundant, which means Breckenridge Grand Vacations has a highly reliable system capable of straightforward administration and modular scalability. The ShoreTel platform provides five-nines availability for mission-critical communications, relying on N+1 redundancy and a solid-state switching technology so that switches continue to work even during WAN outages.

ShoreTel can be extended to other properties, regardless of location, and is manageable through a single, web-based interface. The interface, known as ShoreTel Director, and applications can be accessed from anywhere on the network.

ShoreTel Communicator adds to the ideal conditions at Breckenridge, with progressive tools for managing communications as they happen. Communicator helps simplify daily operations with flexible movement among voice, video, and instant messaging, to access and share information from desktops and mobile devices. Breckenridge Grand Vacations chose to integrate ShoreTel with existing Microsoft Outlook for fast, automated access of directories and calendars.

The ShoreTel system is integrated with the DuVoice Hospitality system, which sits between the property management system and ShoreTel. The DuVoice Hospitality system provides ShoreTel IP PBX with guest wake-up calls, guest messaging, and connection to the property management system for hospitality industry applications. SIP endpoints are used to distribute the call processing functionality and intelligence to the network edge, a unique advantage over PSTN networks. In the case of Breckenridge Grand Vacations properties, the ShoreTel system is now able to automate room telephone controls on check-in or check-out, such as clearing guest mailboxes and wake-up calls upon check-out.

“WE REALLY PRIDE OURSELVES ON CUSTOMER SERVICE. BEING ABLE TO COMMUNICATE EFFECTIVELY WITH OUR GUESTS, KNOW THEIR NAMES WHEN THEY CALL, AND PROVIDING A
HIGHER CLASS OF SERVICE ARE ALL-IMPORTANT CONTRIBUTORS TO OUR SUCCESS. SHORETEL IS
HELPING US TO DO ALL OF THESE.”

Brian Binge, Director of Information Technology
Breckenridge

Also integrated with the ShoreTel platform at the resorts are Ruckus Wireless access points and Multi-Tech FaxFinder systems. Ruckus works with ShoreTel to deliver UC and wireless networking that supports diverse corporate voice and data requirements with exceptional voice quality and transparency. The FaxFinder is an IP fax server that facilitates faxes to be sent and received via existing email and network resources.

Both DuVoice and Multi-Tech are ShoreTel Innovation Network Partners. The ShoreTel Innovation Network is a growing community of best-in-class technology companies that leverage ShoreTel’s open architecture to develop hardware,
software, and services for extending UC solutions. Innovation Network members share ShoreTel’s commitment to customer satisfaction.

Shredding Complexities with End-to-End Integration

The network switching infrastructure at Breckenridge Grand Vacations has long been supplied by Hewlett-Packard. ShoreTel’s unique distributed voice architecture and premises-based VoIP platform combine with highly scalable, resilient, and agile HP Networking infrastructure, for end-to-end UC that is critical to today’s modern multimedia and mobility needs.

The ShoreTel platform is easily integrated with existing virtualization environments, for simplifying administration, reducing the costs of ownership, and improving business communications. ShoreTel applications are validated and certified for virtualized deployments.

“The level of interoperability and integration we have in place is outstanding. We are looking to virtualize ShoreTel next. Almost everything else is virtualized, and this will bring us even more cost savings and service improvements,” says Binge. “We are continuing to build here at Breckenridge Grand Vacations, and plan to put ShoreTel in the new sites as we grow.”

Winning with faster TCO and transparency

“I’ve been doing IT for phone systems for a long time. Typically, they are difficult to manage; they require learning a different operating system or language to make changes. Working with ShoreTel has been so easy and cost-effective. We’ve saved quite a bit by extending ShoreTel into our properties. We’ve been able to decrease the amount of time spent on support—and time is money,” explains Binge.

Resort guests are pleasantly oblivious to the brilliant simplicity of ShoreTel. “Our guests are on vacation and want to be able to use the phone without bother. ShoreTel allowed us to create transparency between the technology and guest phone usage—it is fantastic,” Binge concludes.

“WORKING WITH SHORETEL HAS BEEN SO EASY AND COST-EFFECTIVE. WE’VE SAVED QUITE A BIT BY EXTENDING SHORETEL INTO OUR PROPERTIES. WE’VE BEEN ABLE TO DECREASE THE AMOUNT OF
TIME SPENT ON SUPPORT— AND TIME IS MONEY.”

 

CHALLENGE:

  • To provide a higher level of service to its clientele, the resort company needed to find a highly flexible VoIP platform to integrate with hospitality software and scale to meet future growth while lowering operational costs.

SOLUTION:

  • Breckenridge Grand Vacations selected a ShoreTel UC solution that included ShoreTel Communicator, ShoreTel Voice
    Switches, and ShoreTel IP Phones.

BENEFITS:

  • Lower TCO
  • Seamless integration with hospitality industry software
  • Reduced administrative support time and costs
  • Easier call routing and management
  • Increased productivity and guest satisfaction