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Cargo Airport Services Case Study

Case Studies

ShoreTel-managed and -hosted phone system enables Cargo Airport Services to add new airline agents on the fly

Cargo Airport Services

ShoreTel Sky offers customer service-oriented CAS a superior cloud-based phone system

Cargo Airport Services USA (CAS) provides services to more than 16 carriers in 16 cargo facilities and prides itself on investing in the most advanced IT solutions including a cloud-based communications system hosted by ShoreTel.

CAS needs to service new airline contracts quickly with limited resources

When Cargo Airport Services has nearly 24 facilities and regularly adds facilities and airlines. When a new airline awards a contract to CAS, a go-live date is determined and airline agents are placed in the CAS facility. CAS must quickly scale up the phone system to meet the deadline. This includes setting up call routing so when a customer calls, there is an option to reach the airline. Managing a staff to handle these changes would be time consuming and expensive, likely extending startup dates and increasing overhead costs.

ShoreTel VoIP costs less than an in-house solution and offers better scalability and up-to-date features

To minimize resource constraints and meet tight deadlines, CAS prefers to have ShoreTel manage and host its phone solutions. “I have a small infrastructure staff that often doesn’t have time for a rapid install or to program phones at each site,” explains Vida Shaver, IT manager at Cargo Airport Services. “Because we have ShoreTel Sky, all I have
to do is call ShoreTel to order the new phones and use the online portal to send them programming requests that they complete off-site. That’s a huge time and cost saver for our IT staff, and ensures that phones are customized and working quickly.” ShoreTel Sky phones have a variety of convenience features such as business analytics; call recording;

ShoreTel Sky Scribe, which enables voicemail to text conversion; and built-in disaster recovery to help customers be as productive as possible. Phone Assistant displays caller information on the computer screen and allows users to make, take, and transfer calls online. The Service Portal enables CAS to look at call history, forward calls to cell phones, transfer calls automatically after a certain number of rings, and offers various voicemail options.

Call analytics is a useful reporting tool that enables CAS to examine call trend data so it can become more efficient and responsive. For example, the company recently began using ShoreTel Sky Intelligence to identify calls made between specific time periods and peak call times so it can better determine whether an additional call center is needed. And business continuity is ensured since all calls go through secure off-site ShoreTel data centers and can be routed to cell or home phones if needed. It’s business as usual, even if the airport is shut down.

“THEY ARE EASY TO REACH, RESPONSIVE, AND KNOWLEDGEABLE. THEY PERSONALIZE OUR SYSTEM TO MEET OUR SPECIFIC NEEDS WITHOUT ADDING ADDITIONAL COSTS.”

Vida Shaver, , IT Manager
Cargo Airport Services

“BECAUSE WE HAVE SHORETEL SKY, ALL I HAVE TO DO IS CALL SHORETEL TO ORDER THE NEW PHONES AND USE THE ONLINE PORTAL TO SEND THEM PROGRAMMING REQUESTS THAT THEY COMPLETE OFF-SITE. THAT’S A HUGE TIME AND COST SAVER FOR OUR IT STAFF, AND ENSURES THAT PHONES ARE CUSTOMIZED AND WORKING QUICKLY.”

Support is also only a phone call away. ShoreTel provides dedicated account managers and support resources to help CAS fully use the many features and functions of the phones. “There is no comparison between ShoreTel and other communications companies,” says Shaver. “They are easy to reach, responsive, and knowledgeable. They personalize our system to meet our specific needs without adding additional costs.”

CAS recommends ShoreTel Sky phones and service to peers who are frustrated with their current phone system

Occasionally, an organization may have a finance department unwilling to invest in an enhanced phone system when the current one seems to “work fine.” Yet Shaver would tell them that the monthly fees for a hosted ShoreTel Sky solution are less than the capital costs incurred when purchasing an in-house phone system that lacks the same scalability and robustness.

“You can save money on what you would have spent on upgrades and changes to the old phones, let alone the time invested in staff to support an antiquated system,” says Shaver. “You have to ask yourself, ‘If I bring a system in-house, do I need additional staff to manage it? How much do capital costs increase when I have to roll out a change in a facility?’ It is critical to evaluate the total cost to operate the system.”

Shaver has been so pleased with the company’s ShoreTel Sky phones and service that she recommends the solution to airlines and other industry peers regularly, especially when they are frustrated with their existing phones. When an airline moves agents into a CAS warehouse, the airlines are often challenged to get their phones working before the startup date, so Shaver invites them to use CAS phones until they can get theirs installed, often weeks later.

“I consider our infrastructure and the speed at which we provide it to be part of the high-quality service CAS has to offer its airline clients,” she says. “We get plenty of compliments in IT because of these phones. We chose ShoreTel Sky because we didn’t want our phone systems dictating when we could start working.” The sooner CAS can get the phones installed, the sooner they can service their customers and impact revenue.

“I CONSIDER OUR INFRASTRUCTURE AND THE SPEED AT WHICH WE PROVIDE IT TO BE PART OF THE HIGH-QUALITY SERVICE CAS HAS TO OFFER ITS AIRLINE CLIENTS... WE CHOSE SHORETEL SKY BECAUSE WE DIDN’T WANT OUR PHONE SYSTEMS DICTATING WHEN WE COULD START WORKING.”

CHALLENGE:

  • Cargo Airport Services (CAS) is regularly adding facilities and airlines to those facilities. A go-live date is determined and CAS must quickly make changes to its everexpanding hosted phone system to get its new agents operational by the deadline.

SOLUTION:

  • ShoreTel Sky is the only all-in-one cloud solution, from the phones and PBX capabilities to implementation and support. The solution saves IT staff time and money, plus ensures phones are customized and working quickly.

BENEFITS:

  • Quick implementation
  • Fewer IT resources needed
  • Lower overhead costs
  • Increased time-to-revenue
  • Business continuity
  • User productivity features