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Flynn Canada Case Study

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Case Studies

Flynn Canada deploys ShoreTel and sees savings go through the roof

Flynn Canada

Patchwork of PBX systems

The patchwork of PBX systems across Flynn Canada’s offices failed to integrate communications and demanded ongoing support. Maintenance was costly and inefficient. Adding features was time-consuming.

Single image solution with enterpriseclass features

After researching available options, Rod Ali, IT director at Flynn, concluded that a ShoreTel IP-based communications system was the right choice. “We already had an excellent relationship with ShoreTel partner IT Weapons,” says Ali. “We were nearing the capacity of the Toronto office phone system, and it was time to look at the whole phone picture. IT Weapons demonstrated ShoreTel and arranged a visit to one of their customers, who had a ShoreTel system already installed. We spoke with a nontechnical employee who was able to reconfigure options on the ShoreTel telephones singlehandedly for more than 100 people in less than a week. It was amazing. Plus, from past experience we knew we could rely on great service from IT Weapons.”

The ShoreTel UC system offers a single-image solution that meets the needs of companies of all sizes, enabling Flynn Canada to use the enterpriseclass features it needs on a reliable system that scales easily to keep pace with company growth. Ali and his team were particularly impressed with the management simplicity of the system because it did not require on-staff telephony experts.

“We were attracted to its ease of use, and the advantages of having just one system to manage,” explains Ali. “We could see the cost savings from being able to make changes, and install new sites and users ourselves.”

In addition to ease of use and scalability, ShoreTel’s feature set was “the big difference maker,” says Lee Wong, Flynn Canada’s IT operations manager. “Compared to the competition, ShoreTel offered a better price for the features we wanted, with a cost advantage of about 10 percent. Add in management ease, scalability, and reliability, and the decision to go with ShoreTel was an obvious one.”

ShoreTel is the perfect blueprint for company growth

Flynn Canada replaced all of its stand-alone PBX systems with a single, centrally managed ShoreTel UC system in a phased rollout across all offices. Since the ShoreTel UC system easily integrates with existing equipment, the company was able to carefully schedule new deployments according to time and budget considerations.

ShoreTel’s “plug and play” design streamlined Flynn Canada’s implementation. Installation at the Toronto office was conducted over one weekend, moving more than 140 users over to the ShoreTel system. “Adding branches is simple,” says Ali. “For example, when we recently brought up the Winnipeg office, we finished two days early. It’s that easy to scale and Lee is now managing the entire ShoreTel system, including all new rollouts.”

The new ShoreTel system also enabled users to keep their existing extensions, and just add a digit, and with everyone on one directory, interoffice communications are much easier. “We’ve eliminated a lot of lost time dialing long-distance numbers in our help desk operation—everyone can be reached via an internal extension, and ShoreTel’s ‘hoteling’ features let mobile employees carry their offices with them when they travel,” says Ali. “They can easily assign their extensions to any ShoreTel handset in any branch office. It’s completely transparent to callers, and extremely efficient.” Centralized Management Builds Cost and Time Savings

ShoreTel’s single-image architecture centralizes phone system management through an intuitive interface, ShoreTel Director. This enables anyone in the company’s IT group to monitor and manage the entire system from any Web-based browser. ShoreTel Director also produces valuable reports that help Flynn Canada monitor traffic, analyze communications patterns, and optimize toll and WAN usage.

“COMPARED TO THE COMPETITION, SHORETEL OFFERED A BETTER PRICE FOR THE FEATURES WE WANTED, WITH A COST ADVANTAGE OF ABOUT 10 PERCENT. ADD IN MANAGEMENT EASE, SCALABILITY, AND RELIABILITY, AND THE DECISION TO GO WITH SHORETEL WAS AN OBVIOUS ONE.”

Rod Ali, IT Director
Flynn Canada

“The cost savings in time and help desk calls are significant. In the past, we had to rely on outside vendors and it could take as much as two weeks to handle calls. Now we can handle many calls the same day or within a couple of days,” states Ali. Since installation, the ShoreTel system has received outstanding reviews from Flynn Canada’s staff. Features like integration with Microsoft Outlook, voicemail-to-email in-boxes, and the ability to retrieve voicemail from other devices, helps internal and mobile employees work smarter and more effectively.

“ShoreTel’s ease of use is an important advantage for us,” says Ali. “You can use the system’s advanced features without special training, plus people have access to their contact lists wherever they are. For those employees out on site visits, or constantly walking the corridors to track people down, this is a huge timesaver and convenience.”

ShoreTel’s communications framework reinforces productivity

The personal touch is one reason that Flynn Canada enjoys its enviable success, and the ShoreTel UC system is helping the company stay close to its customers. Features such as hunt groups, presence, find-me, and personal callhandling preferences enable receptionists to ensure that every call is answered.

“Our receptionists really appreciate ShoreTel’s advanced features and capabilities,” says Ali. “They comment that call-handling functions like transferring and parking calls are very intuitive. ShoreTel’s ‘consult’ feature lets them determine if someone can help on the call before transferring it. This makes our response a lot faster because the right person is handling it from the start.”

This level of flexibility, in the long run, delivers one of ShoreTel’s most important benefits. “It gives us a big-company phone system without a big-company price tag and high up-front costs,” concludes Ali. “We present a professional, consistent face to our customers, while equipping every office with an enterprise-class feature set. ShoreTel stays focused on the phone system so we can stay focused on our business.”

“WE PRESENT A PROFESSIONAL, CONSISTENT FACE TO OUR CUSTOMERS, WHILE EQUIPPING EVERY OFFICE WITH AN ENTERPRISECLASS FEATURE SET. SHORETEL STAYS FOCUSED ON THE PHONE SYSTEM SO WE CAN STAY FOCUSED ON OUR BUSINESS.”

CHALLENGE:

  • Flynn Canada has experienced a steep growth curve. This rapid expansion brought the company’s 18 separate phone systems to the end of their useful lives, requiring expensive support and impeding intra-company communications.

SOLUTION:

  • Flynn Canada needed a UC solution to simplify system management, reduce support costs, and foster teamwork company-wide. The ShoreTel solution included Voice Switches and 400+ ShoreTel IP Phones.

BENEFITS:

  • Frees IT resources
  • Sophisticated call routing
  • Improved responsiveness to customers
  • Flexible and scalable configuration