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Frankston City Council Case Study

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Case Studies

Frankston City Council saved $360,000 a year with ShoreTel UC and contact center functionality

Frankston City Council

Out with the old, in with ShoreTel UC

ShoreTel helped Frankston City Council migrate from an outdated PABX environment to a ShoreTel unified communications and contact center solution, saving the council more than $360,000 per year.

Lower costs improve the customer experience

Frankston City Council is based on the eastern shores of Port Phillip Bay, south of Melbourne, Australia, and serves the needs of more than 130,000 residents.

The council was operating within a PABX networking environment for years, but decided to evaluate phone system options due to the limited lifespan of the existing hosted telephony solution, along with the significant ongoing costs related to the maintenance of the network.

“The PABX system was cumbersome and difficult to integrate with other technologies. It also had limited functionality, which ultimately was hindering overall productivity levels,” says Rohan Puls, information services manager at Frankston City Council. “With hundreds of staff of varying technical abilities, situated at multiple locations, we felt a need to upgrade to a more user-friendly solution in order to operate more efficiently, and save time and money.”

Throughout an extensive proposal process, evaluating multiple products, the council’s information services managers realized that the solutions offered by ShoreTel would be the most suitable upgrade for its network infrastructure.

ShoreTel flexibility and contact center functionality a perfect fit

Since Frankston City Council is in a wide geographic area, with many different outposts connected via various means, the flexibility offered by ShoreTel’s unified communications and contact center solutions were a perfect fit with the council’s requirements.

More than 600 ShoreTel UC Professional Access Licenses were installed, providing council employees with access to a range of facilities previously unavailable to them, including built-in video communications, a secure instant-messaging infrastructure, merged voice and desktop presence, and personalized call routing. These features greatly enhanced internal communications among council employees communicating across 10 different sites.

“ShoreTel provided the most flexible, easiest to administer, function-rich, scalable, and cost-effective unified communications solution,” explains Puls.

Alongside the installation of more than 50 standard Work Group Agent Licenses, the council also deployed more than 30 Enterprise Contact Center (ECC) licenses, which gave the council’s contact center staff access to supplementary features such as a powerful, real-time dashboard; more sophisticated reports; high-level multimedia support; and advanced scripting – all geared to maximize agent productivity.

Council staff could then use Work Group licensing as well as ECC to allow flexibility across the platform when managing simple versus complex call distribution requirements. Internal processes were also streamlined, helping the council save time and money while keeping customer contact levels at a premium.

“With instant messaging and multi-point video capabilities, ratepayers calling in to the council’s contact center can have their questions answered quickly and efficiently. Agents simply instant message the appropriate contact to seek responses whether the query is in relation to environment, rates, or even legislation,” says Puls.

“WITH HUNDREDS OF STAFF OF VARYING TECHNICAL ABILITIES, SITUATED AT MULTIPLE LOCATIONS, WE FELT A NEED TO UPGRADE TO A MORE USERFRIENDLY SOLUTION IN ORDER TO OPERATE MORE EFFICIENTLY, AND SAVE TIME AND MONEY.”

Rohan Puls, Information Services Manager, 

Frankston City Council

“Not only has this made the entire contact center more efficient but has also has made internal processes easier to manage. Plus, the actual administration of the system by council’s IT staff is also straightforward and uncomplicated,” says Puls.

ShoreTel Work Group and ECC save $360,000 per year

Since the implementation of the ShoreTel UC and ECC solutions, Frankston City Council has enjoyed significant benefits.

As well as significantly reducing the cost of calling among various council outposts, the ShoreTel Work Group and ECC solutions have eliminated costly line rentals amounting to $30,000 per month – a cost saving of $360,000 per year.

Using ShoreTel ECC applications, the council’s contact center has also experienced improved call distribution rates, and a more accurate reporting system to help track agent productivity. Council employees have been pleased with the user-friendly interface and overall simplicity of ShoreTel.

ShoreTel has also helped streamline internal communications, through features such as instant messaging, which facilitate a more collaborative and resourceful work ethic among council staff seeking to assist ratepayers with their questions.

“As a local council, the ability to easily move around the office, work remotely, and collaborate across many sites was critical to us. The effectiveness and simplicity of ShoreTel made it an obvious choice for the council, given our multiple sites and end users,” concludes Puls.

“SHORETEL PROVIDED THE MOST FLEXIBLE, EASIEST TO ADMINISTER, FUNCTIONRICH, SCALABLE, AND COST-EFFECTIVE UNIFIED COMMUNICATIONS SOLUTION.”

CHALLENGE:

  • To replace an end-of-life hosted telephony solution with a communications platform that could meet Frankston City Council’s goals of providing great customer experience and service responsiveness to its 130,000-strong residents.

SOLUTION:

  • Frankston City Council deployed the ShoreTel Unified Communications and Enterprise Contact Center solutions to deliver feature-rich functionality that has greatly increased staff productivity and customer responsiveness.

BENEFITS:

  • Cost savings of more than $360K per year
  • Greatly enhanced internal communications
  • Increased user productivity
  • Simplified and reduced administration effort
  • Enhanced customer service