Fieldpoint Case Study
Fieldpoint Private banks on the ShoreTel Sky VoIP solution to ensure white-glove service to its ultra-high-net-worth clientele
High-end clients are worth ultra high-end service
Fieldpoint Private is a banking institution for ultra-high-net-worth clients. Due to a burgeoning client base, the firm was outgrowing its call center and needed to upgrade to a more fully-featured telephony solution.
Upgrade its call center to a cloudbased solution
When Fieldpoint Private opened its doors, the organization used Cisco telephones with the prepackaged Call Center Express. While this served its purpose for a time, Fieldpoint rapidly outgrew the call center and realized it needed to upgrade to keep up with its growing client base.
As head of technology, Joseph Larizza, chief administrative officer at Fieldpoint Private, envisioned a cloud-based, hosted VoIP system. He believed a cloud-based solution would enable the bank to do three things: focus on its core competency while outsourcing the telecom portion to experts in the field; shift the high capital expense associated with the call center to a more manageable operating expense; and minimize the number of IT staff hours required to support on-site telecom hardware and software.
“Phone system management isn’t our core competency,” says Larizza. “I have limited IT staff and would much rather have them concentrate on solutions that can directly benefit our clients than spending time programming phones.”
ShoreTel Sky-hosted VoIP provides modern technology for first-class service
After researching several options, Larizza chose ShoreTel Sky phones because of their robust features. Bundled with the high-quality, reliable phone system are services the bank immediately used. But more important, ShoreTel Sky phones provide connectivity to Salesforce.com, Fieldpoint Private’s CRM lifeline. All customer account details, including call history, are recorded here and made available to the advisor as each client’s call connects. The banker can answer the phone prepared and knowledgeable about the account, and accurately chronicle the conversation during the call for future reference.
“The depth of integration with Salesforce.com is a unique benefit of the ShoreTel Sky system, providing instant visibility into account data and reducing the number of clicks to log calls and correspondence,” he explains. “We depend heavily on Salesforce.com, and the ability to access it with a phone system gives us the information needed to fulfill our promise to deliver superior customer service.”
Other popular features include Find Me/Follow Me, which can be custom-configured to direct calls to multiple phones; ShoreTel Sky Fax, which converts incoming faxes into a digital format via email; and Phone Assistant to help the receptionist view who is on the phone so an incoming call can be appropriately directed instead of going to voicemail.
To fulfill the promise of high availability the firm requires for its clients, Fieldpoint Private had to consider a disaster recovery plan for its phone system. When it owned the network switches, it didn’t have an effective disaster recovery solution. But ShoreTel Sky guarantees that bank customers can reach their banker despite environmental or power issues on location.
“SHORETEL HELPED US CONFIGURE OUR PHONES TO MEET OUR EXACT REQUIREMENTS AND HAS GONE ABOVE AND BEYOND WHAT I EXPECTED FROM A TECHNOLOGY PARTNER.”
Joseph Larizza, Chief Administrative Officer
ShoreTel Sky sets Fieldpoint Private apart
In a world of big banks and automated call routing, Fieldpoint is truly a different kind of financial institution. Larizza believes ShoreTel Sky is part of the reason. “The support from ShoreTel has been phenomenal,” he says. “ShoreTel helped us configure our phones to meet our exact requirements, and has gone above and beyond what I expected from a technology partner.”
“The phones give us the capacity to be more mobile and allow us to minimize staff while providing greater responsiveness,” says Larizza. “They are easy to use, easy to configure, and rich with usable features. Finally, we can provide our clients with the highest level of service through the phones’ integration with Salesforce.com. It’s a complete solution.”
- Fieldpoint realized it needed to upgrade its call center, lower operating expenses, and minimize the number of IT hours required for support.
- ShoreTel Sky phones offered robust features that were critical to the bank and provided connectivity to Salesforce.com, Fieldpoint Private’s CRM lifeline.
- High-quality, reliable phone system
- Connectivity to Salesforce.com
- Business continuity with cloud solutions
- ShoreTel Sky Fax