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D&S Global Solutions Case Study

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Case Studies

Contact Center Customization and Third-Party Integrations Help Global Financial Firm Solve Unmet Needs

D&S GLOBAL SOLUTIONS+

D&S Continually Came Up Empty in their Search for a Flexible, Scalable Contact Center Solution

Searching for a long-term provider that can support their growing business needs

D&S Global Solutions is a financial recovery and financial management firm offering innovative accounts receivable solutions worldwide. As a growing global provider who serves Fortune 500 companies, D&S struggled to find a telecommunications solution that was reliable, innovative and scalable.

After looking at multiple legacy vendors, no provider was able to truly address their needs. D&S wanted a provider they could call a long-term partner - one that resolved issues fast and could help them grow. After learning of the flexibility offered by the ShoreTel Flex Contact Center, the unique marriage of innovation, reliability and dedication was the perfect fit for their contact center and third-party system integration needs.

After gaining a deep understanding of the D&S business and their future objectives, the ShoreTel’s implementation team worked diligently to get D&S up and running fast. Additionally, ShoreTel’s development tools allowed for integration of ShoreTel Flex with D&S’s proprietary CRM platform. Proactive communication by the ShoreTel team and rapid implementation response times ensured minimal disruption to D&S operations throughout the entire implementation.

Flexibility leads to seamless workflows, improved international communications

ShoreTel’s Flex Contact Center, integration APIs and dedicated staff filled the gaps D&S was looking for in a long-term partner. With ShoreTel Flex, D&S has been able to seamlessly communicate with their international clients, reduce off-site storage costs and streamline workflows by integrating their telephony and contact center with their internal platform and proprietary CRM.

ShoreTel’s carrier-class infrastructure and security are able to effectively support D&S’s global needs and their dedication to responsive customer service resulted in a partnership D&S can count on.

“WE HAD NO ONE WE COULD RELY ON AS FAR AS TELECOMMUNICATIONS WAS CONCERNED. WE LOOKED AT THOSE BIG, BIG COMPANIES OUT THERE AND THEY ARE SO STAGNANT... SO ONE SIZE FITS ALL. IT DOESN’T. SHORETEL IS UNIQUE. THEY’RE TAKING ON THE WORLD IN TELECOMMUNICATIONS.”

Lonnie Larson, CEO, D&S Global Solutions

CHALLENGE:

  • Solutions never quite fit their needs and weren’t scalable enough to support their international growth.

SOLUTION:

  • ShoreTel Flex Contact Center with development tools for customization and proprietary CRM integration

BENEFITS:

  • Seamless integration between ShoreTel Flex and D&S’s custom CRM and backend systems
  • Reduced off-site storage expenses
  • Reliable communication between D&S’s U.S. and international customers
  • Single provider for contact center, integration and consulting needs