Cable Scope Case Study
Cable Scope takes telephony from copper to the cloud with a ShoreTel-hosted VoIP solution
Sophisticated media buyer Cable Scope buys ShoreTel to revolutionize communication
Cable Scope faced the perfect storm: an antiquated Asterisk PBX system, an expiring service contract, and the departure of their only IT person. ShoreTel delivered everything needed and more.
Cable Scope needed to replace its entire phone system, without disrupting business, as quickly as possible
Cable Scope’s obsolete system and phones lacked basic features, and it was becoming expensive and difficult to find the IT expertise needed to support the old technology. “Our phones were impeding our ability to do business. We couldn’t change extensions, forward calls, park calls, or see if someone was on their phone before transferring a call,” says April Picon, operations manager at Cable Scope. “I spoke with six tech companies and they suggested we research a hosted solution. Our service contract with XO Communications was expiring in weeks, so I had to make a decision quickly.”
ShoreTel-hosted VoIP added robust functionality without the need for expensive, specialized IT support
After speaking with partners and colleagues, ShoreTel was the most highly recommended hosted VoIP provider in the industry. After a demonstration of the product, Picon was sold. ShoreTel’s business model, and user-friendly administrator portal, enabled Cable Scope to manage the system without hiring an IT telephony specialist.
“It was obvious that a ShoreTel Sky cloud-based, hosted VoIP system would save us money, offer us more features, better reliability, and require less maintenance,” remarks Picon. “ShoreTel also assured us they could transition to the new system before our XO contract expired.”
The first step in the process was to port the numbers over to ShoreTel and go live without service interruption. “Even though I received frequent progress updates, I didn’t know what to expect when I came into the office the morning after our XO contract expired,” says Picon. “All I knew was that if we didn’t have working phones, it would be detrimental to our business. However, as promised, the ShoreTel phones were up and running within an hour.”
Features such as the integrated online company directory and the ShoreTel Sky Portal are a big hit. The web-based interface gives Picon access to various call metrics and administrative capabilities such as setting up call groups. Remote employees use the Find Me Follow Me feature, which first rings their desk phone, then their cell phone, and, last, calls the home office phone, so they rarely miss a call.
“I SPOKE WITH SIX TECH COMPANIES AND THEY SUGGESTED WE RESEARCH A HOSTED SOLUTION INSTEAD OF HIRING ANOTHER IT SUPPORT PERSON.”
April Picon, Operations Manager
“THE FACT THAT IN ONE HOUR WE SUCCESSFULLY TRANSITIONED TO A NEW HOSTED VOIP SYSTEM, WITH NO DISRUPTION, SPEAKS VOLUMES ABOUT SHORETEL.”
ShoreTel Sky Scribe transcribes voice messages from their desk phone into text and then sends them, along with a WAV file, to any specified email address so an employee can receive and read voicemail on their mobile phone, computer, or compatible portable device. Similarly, ShoreTel Sky Fax sends incoming fax images to their inbox and users can send outbound faxes as email attachments, which makes life much easier for remote or traveling employees.
A perfect fit for Cable Scope’s frontline managers and receptionists, ShoreTel Sky’s Phone Assistant is a web-based portal for phone control and call status monitoring. The feature provides the tools necessary to efficiently orchestrate inbound calls. Cable Scope users can quickly see who is on the phone or available. Incoming calls are routed to a live person instead of being transferred to a voicemail, elevating the perception of customer service.
ShoreTel Sky provides Cable Scope with more features, better reliability, less maintenance and overhead.
With the help of ShoreTel, Cable Scope smoothly transitioned from an outdated phone system, which required specialized personnel to maintain, to a virtually maintenance-free hosted VoIP system with rich features and user control.
ShoreTel’s unified communication solution also helps employees increase productivity by making it faster and easier to get business done. Best of all, the VoIP platform has enabled Cable Scope staff to travel and work from home without worrying about missing a phone call, fax, or voicemail.
Support from ShoreTel also earned high praise. “Based on negative experience with prior tech companies, I was surprised how hard our ShoreTel account manager worked,” admits Picon. “I thought I’d have to stay on top of everything, but he was so proactive, I was able to focus on my business initiatives instead of project management. The fact that in one hour we successfully transitioned to a new hosted VoIP system, with no disruption, speaks volumes about ShoreTel.”
“IT WAS OBVIOUS THAT A SHORETEL SKY CLOUDBASED, HOSTED VOIP SYSTEM WOULD SAVE US MONEY, OFFER US MORE FEATURES, BETTER RELIABILITY, AND REQUIRE LESS MAINTENANCE.”
- Cable Scope was operating with an antiquated Asterisk PBX system, a service contract on the verge of expiration, and the departure of the only in-house IT person during its busiest season.
- Cable Scope’s telephony system went from obsolete to cutting edge by deploying ShoreTel IP Phones, ShoreTel Sky, ShoreTel Sky Scribe, and ShoreTel Sky Fax, all managed through the ShoreTel Sky Portal.
- Robust, up-to-date UC features
- Minimum upfront investment
- Virtually maintenance-free
- Remote capabilities increase flexibility
- User-friendly administration portal Up and running in one hour