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idX Corporation Case Study

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ShoreTel UC saves global idX Corporation $500,000 in costs and accelerates ROI

Unify global communications

Locations around the world were using different and old phone systems, which made global communications difficult. Costs for toll and conference calls were extremely high, and maintenance was expensive and time-consuming.

Design a superior communications system

While conducting an annual budget review, idX looked closely at its phone systems, which were lagging in progressive technology and features. With a multi-vendor hodgepodge of older proprietary systems, idX professionals were experiencing challenges. The systems were not able to effectively support mobility requirements for sales and on-the-go employees, or for those working in different offices needing to collaborate.

“Even for internal calls, you’d have to go through the operator, and the calls would be considered long distance. In one office, the phone system was so out-of-date that replacement parts were impossible to find,” says Ryan Dibisch, director of global information systems at idX Corporation.

It was clear that idX needed a phone system that matched the company’s culture and collaborative business style. “We wanted to standardize on Voice over IP and gain modern functionality such as four-digit dialing, voicemail integration with Microsoft Outlook, and easy conferencing. Reliability across all of our divisions and locations was also important, especially for remote sites and mobile employees. We wanted to present ourselves as one company, one brand that our customers can trust,” he adds,

A blueprint for cost-efficient global collaboration

As idX considered possible phone system replacements from Cisco and Nortel, the ShoreTel name kept coming up. “ShoreTel was a compelling solution in every way. It was less expensive than the competitors for the features we needed. The system design and implementation were far simpler than the others, and as soon as we saw a demonstration, it was clear that the system was easier to manage and use than other solutions. We chose ShoreTel for price and functionality. The system is simple and versatile, yet extremely powerful,” explains Dibisch.

ShoreTel UC ensures greater reliability, performance, and scalability

The idX Corporation selected a ShoreTel UC solution based on ShoreTel Conference Bridge, ShoreTel IP Phones, ShoreTel Communicator with Professional Access, and ShoreTel VPN Concentrator. The ShoreTel platform ensures greater reliability, performance, and scalability, with a unique, purpose-built distributed architecture that maintains a single image and simplifies IP-based communications.

With no moving parts, and relying on switching technology rather than servers to manage the network, ShoreTel provides greater availability even in case of a WAN outage. The same system can be easily extended from one office to the next, across town or continents, without adding complexity or unnecessary expense. With a UC system in place, idX is well equipped to meet its goal of operating as a single global entity, while lowering total cost of ownership.

ShoreTel orchestrates full-featured collaboration with plug-and-play setup and straightforward management capabilities that help streamline business communications across the idX enterprise. With high-definition audio and web conferencing, instant messaging, presence, and full integration for Microsoft Outlook scheduling and multimedia recording, ShoreTel answers the call for going global and mobile.

“WE WANTED TO STANDARDIZE ON VOICE OVER IP AND GAIN MODERN FUNCTIONALITY SUCH AS FOUR-DIGIT DIALING, VOICEMAIL INTEGRATION WITH MICROSOFT OUTLOOK, AND EASY CONFERENCING. RELIABILITY ACROSS ALL OF OUR DIVISIONS AND LOCATIONS WAS ALSO IMPORTANT.”

Ryan Dibisch
Director of Global Information Systems
idX Corporation

ShoreTel Conferencing allows users to take advantage of on-demand conferencing, one-click scheduling, instant messaging, reports of call details, and more effective sharing of data. “When we updated our conference bridge to ShoreTel, we restarted all of the extensions remotely. This saved us travel time and expense. With our old phone systems, even move/adds/changes were out of our control. We had to call the phone company each time—seriously,” Dibisch says.

Using ShoreTel Communicator with Professional Access, idX end users can intuitively move between voice and data on the desktop with an intelligent mix of Softphone and IM presence. The ShoreTel VPN Concentrator supplies the secure connection for remote IP phones to the rest of the system, via a broadband router. Once connected, the remote phone behaves as if it were at an idX site. This very secure connection method allows staff to manage work from wherever they might be.

The ShoreTel distributed platform replaced idX’s existing patchwork of phone systems. “I was amazed at how quickly and easily we were able to install and cut over to ShoreTel. I arrived in St. Louis on Monday night and trained the users on Tuesday. We brought up the ShoreTel system on Wednesday, and cut over the system on Thursday—it was a non-event,” explains Dibisch.

idX achieves rapid ROI and saves $500,000

As a result of the ShoreTel deployment, idX began realizing bottom-line returns immediately. ShoreTel Conferencing saves idX more than $4,000 a month by eliminating the cost of a separate conference calling service. Long-distance charges have also dropped significantly. For instance, the idX Toronto office saw its toll charges drop by two-thirds.

The company’s return on investment has been much faster than expected. idX had forecasted a 16-month ROI on the ShoreTel system and achieved that ROI in less than 12, with nearly half a million dollars in cost savings in that time.

“ShoreTel’s rich feature set exceeded our requirements. Staff is able to handle voicemail from their Outlook folders, transfer calls to a conference bridge with one click, and easily identify important calls and return missed calls,” states Dibisch.

“Transferring callers to other divisions is transparent, and anybody can reach anybody else in the company just as if they were in the same building. Customers can leave a voicemail for a graphic designer in the Baltimore office, and if she needs help from a draftsman in the Toronto office, she simply forwards the voicemail. It ensures that everyone gets the right information and requests are handled faster. ShoreTel helped erase the communications barrier and put all of our divisions in the same picture,” Dibisch concludes.

“SHORETEL’S RICH FEATURE SET EXCEEDED OUR REQUIREMENTS. STAFF IS ABLE TO HANDLE VOICEMAIL FROM THEIR OUTLOOK FOLDERS, TRANSFER CALLS TO A CONFERENCE BRIDGE WITH ONE CLICK, AND EASILY IDENTIFY IMPORTANT CALLS AND RETURN MISSED CALLS.”

CHALLENGE:

  • To keep pace with complex projects, budget demands, and an increasingly mobile workforce, idX needed to replace legacy phone systems with flexible, cost-efficient IP-based communications.

SOLUTION:

  • The ShoreTel UC solution included ShoreTel Voice Switches, ShoreTel IP Phones, ShoreTel VPN Concentrator, ShoreTel Conference Bridge, and ShoreTel Communicator with Professional Access.

BENEFITS:

  • Eliminated $4,000 monthly conference service fees
  • ROI in less than one year
  • Cost reduction of nearly $500,000
  • Reduced monthly toll charges by two-thirds

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