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City of Mount Dora Case Study

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ShoreTel’s unique distributed system architecture and high customer satisfaction ranking sealed the deal with the City of Mount Dora

City of Mount Dora

Time to start over

After more than a decade of service, the city’s 3Com NBX system was at the end-of-life, technically problematic, and no longer offered the upgrades that could provide UC features.

A resilient and reliable solution

In 2000, it became apparent that the city’s antiquated phone system was inadequate and cumbersome to manage. After hiring a new support partner, the system performance improved and the city was able to continue using the system until a new, more modern telephony solution, and adequate budget, was available.  

Once the decision to replace the old system was made, the city moved quickly. Since the ShoreTel UC VoIP solution offered everything on the city’s wish list, and then some, a proposal from one of the area’s top ShoreTel channel partners was accepted. 

“ShoreTel met all our goals. It’s the only system we looked at extensively. What really impressed us about ShoreTel was that the company was also ranked highest by several prestigious groups in the category of unified communications for the small-medium business market,” says Johnna Shamblin, information technology manager for Mount Dora.

ShoreTel offers features that make it easy for employees to increase productivity

The city purchased the ShoreTel system with a five-year maintenance contract.“Training was completed in two days and then we rolled out 154 desk phones across 11 operational facilities, including police, fire, public works and utilities, libraries, parks and recreation, planning and development, human resources, finance, city manager, and the city clerk’s office. The deployment went without a hitch and we couldn’t be happier,” explains Shamblin.

The employees are particularly impressed with the ability to conference in more participants, look up names and numbers from the directory right on the phone, and ShoreTel Communicator software, which enables users to manage their calls, voicemail, and IM with one another from their computers.

IT is also extremely satisfied. The ShoreTel UC VoIP system has allowed the city to consolidate two previous systems into one single system with redundancy at all of its locations. ShoreTel’s unique architecture reduced system complexity, reduced management expenses, reduced the number of voice circuits, reduced maintenance costs, and allowed the city to take advantage of modern telephony features and capabilities previously unavailable to users.

“ShoreTel’s voice communication system is a superior platform that helped us reach our goals. Saving $140,000 over five years is a bonus,” says Shamblin.

“SHORETEL MET ALL OUR GOALS. WHAT REALLY IMPRESSED US ABOUT SHORETEL WAS THAT THE COMPANY WAS ALSO RANKED HIGHEST BY SEVERAL PRESTIGIOUS GROUPS IN THE CATEGORY OF UNIFIED COMMUNICATIONS FOR THE SMALL-MEDIUM BUSINESS MARKET.”

Johnna Shamblin
Information Technology Manager
City of Mount Dora

Looking ahead toward mobility

Next on the agenda is the addition of ShoreTel Mobility. With ShoreTel Mobility, city staff will be able to access the ShoreTel system on their cellphones when they’re out of the office managing events, so when they make calls from a cellphone, their office extension will be displayed, making it appear that the call is coming from the office. In the beginning, the city expects police and fire to be primary users of ShoreTel Mobility.

Another plus for the IT department is ShoreTel’s user-friendly interface. With the old system, configuration changes were text file driven, which required coding.Now, making changes is as easy as point and click, saving the city’s IT staff a lot of time.

“Without a doubt, ShoreTel frees us up to work on other things. We love ShoreTel. I’m always happy to provide references to potential clients, other cities and counties in our IT association,” concludes Shamblin. “The system is reliable, easy to manage, it’s simple for the user, so they take advantage of the features, and it’s very affordable.  If we had to do it all over again, we would definitely end up in the same place we are now. I couldn’t be happier with our ShoreTel system.”

"THE SYSTEM IS RELIABLE, EASY TO MANAGE, IT’S SIMPLE FOR THE USER, SO THEY TAKE ADVANTAGE OF THE FEATURES, AND IT’S VERY AFFORDABLE. IF WE HAD TO DO IT ALL
OVER AGAIN, WE WOULD DEFINITELY END UP IN THE SAME PLACE WE ARE NOW. I COULDN’T BE HAPPIER WITH OUR SHORETEL SYSTEM.”

CHALLENGE:

  • The City of Mount Dora was looking for a state-of-the-art unified communications (UC) system that would provide greater accountability, better management, improved efficiency, and lower operating costs.

SOLUTION:

  • The city deployed ShoreTel’s UC VoIP system and 154 ShoreTel desk phones throughout its 11 operational facilities.

BENEFITS:

  • Cost savings of $140,000 over five years
  • Redundancy for business continuity
  • Ease of management
  • Reduced maintenance costs