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Cape Medical Supply Case Study

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Case Studies

ShoreTel Connect CLOUD offers Cape Medical Supply the features and access to information it needs to enhance customer service

Replace an on-premises system with cloud-based solution with more robust features

With an old phone system lacking features to meet the needs at Cape Medical Supply, the organization decided to start over with a new solution. An outside consultant began the information-gathering phase with a 100-point questionnaire. Based on that input, the field of contenders was narrowed down to five providers. The ShoreTel Connect CLOUD solution offered extensive reporting tools and the ability to integrate email and chat into the agent’s queue system. After a multi-month process, ShoreTel Connect CLOUD was the ideal choice.

A cloud-based solution that offered robust features now and an upgrade path for the future

Cape Medical Supply needed telephony features and functionality that offered significantly more value and business benefits. The organization was interested in, and willing to invest in, the best solution possible. Scalability and upgradability were important to ensure investment protection. Furthermore, its in-house IT team was more experienced with the hardware side of telephony, so having a hosted, managed system was also advantageous.

ShoreTel Connect CLOUD offers insight into contact center demands, enabling more effective resource assignment

Prior to the ShoreTel Connect CLOUD implementation, Cape Medical Supply had no ability to monitor call volume, customer service quality, or the demand placed on each of its call centers and 45 agents.

Since the ShoreTel deployment, the organization can see how the system performs in real time, identify heavy call times, and more effectively reallocate resources. Managers can pull up historical patterns and determine whether it needs additional staff in certain contact centers on particular days and at specific times. The ability to staff appropriately has resulted in a more positive customer experience.

“WE ABSOLUTELY MADE THE RIGHT DECISION GOING WITH SHORETEL CONNECT CLOUD.”

Gary Sheehan, CEO,
Cape Medical Supply

“With ShoreTel, we can remap the way that our patients and partners contact us because of our ability to drive calls to the most appropriate agent queues. It’s also going to allow our management team to have much greater visibility and insight into how specific teams are performing relative to the volume that is being pushed at them on an hourly or daily or weekly basis,” says Gary Sheehan, Cape Medical Supply CEO.

Cape Medical Supply also finds the mobility and scribe features beneficial in improving customer communications. Patient and partner calls can be routed through the main gateway to reach any of the field sales personnel. Scribe enables employees to more effectively manage calls with voice mail transcription. Those transcribed messages can be easily forwarded, eliminating the need to write an email.

“We are really excited to have an email and chat functionality and to offer that platform for our patients and partners to handle quick one-off transactional discussions or decisions that need to be made in a timely manner. We can also revamp the Contact Us page on our website so it promotes that feature and starts to push volume in the direction where it’s appropriate,” explains Sheehan.

With an intuitive user interface, training employees of all skill levels went smoothly. Week one, the company focused on making sure the phones were ringing, calls were answered, and that employees and agents were comfortable with basic functions like managing and moving calls. Moving forward, IT is going to promote the use of more advanced features and conduct additional training.

ShoreTel gives Cape Medical Supply a leg up on the competition

Cape Medical Supply is in the service business, so ensuring a positive customer experience is paramount to gaining and retaining customers.

“What we offer is a product you could get essentially anywhere, so we need to build a competitive advantage through our service. The way that patients and partners interact with us via our phone system is a significant part of their experience,” says Sheehan. “As we continue to implement ShoreTel, we will have a significantly better patient and referral partner experience and continue to build our competitive advantage across the regions we serve.”

“We absolutely made the right decision going with ShoreTel Connect CLOUD. I would not hesitate to recommend ShoreTel to any colleague,” concludes Sheehan.

 

CHALLENGE:

  • Cape Medical Supply wants a telephony system that offers the features and functionality it needs to make better business decisions. The organization already has cloud-based solutions for business, EMR, and CRM applications, so a hosted, cloud-based telephony system is a perfect complement..

SOLUTION:

  • ShoreTel Connect CLOUD with ShoreTel 400 series IP Phones, ShoreTel Mobility, ShoreTel Scribe, robust reporting tools.

BENEFITS:

  • Call volume analytics
  • Unlimited scalability
  • Better insight into performance
  • Call routing to agent queues
  • Mobility for out-of-office employees