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InterSystems Corporation Case Study

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Case Studies

InterSystems Corporation replaces aging PBX System with ShoreTel IP for tremendous savings and enhanced communications

InterSystems Corporation

Maintenance costs becoming unhealthy

InterSystems decided it was time to adopt a new phone system for its offices in Eton when the high-maintenance cost of its existing PBX system became increasingly apparent.

Achieving cost savings on its existing IP infrastructure

Headquartered in the U.S., InterSystems has a worldwide presence, with offices in every major geographic region and customers in more than 88 countries. The company’s U.K. office, which employs 50 people, is near Windsor in Berkshire.

“We had our U.S. head office for reference, which was already using a system from ShoreTel,” says IT manager Alex Needham. A demonstration in the U.K. office by ShoreTel channel partner Mapesbury Communications was enough to convince Needham that benefits could be realized similar to those already achieved in the U.S.

The decision to migrate from the existing Nortel option11 PBX to ShoreTel VoIP products was based around three key drivers, says Needham: “ShoreTel offered us the ability to leverage the existing corporate IP network and the ability to failover to the U.S. system. Lastly, as the choice of our corporate parent, it offered proven business benefits.”

ShoreTel performance merits implementation around the world

The implementation of ShoreTel products included the deployment of a ShoreTel Voice Switch, a ShoreTel switch interfacing to BT PSTN, a ShoreTel switch integrating the ShoreTel system to the legacy Nortel PBX, a distributed voice services server, and ShoreTel IP Phones. After the initial deployment and a phased migration from the Nortel PBX, additional ShoreTel IP phones were added to the deployment to support all of the company’s users.

So satisfied is the company with performance thus far that Needham says it is reviewing options to install ShoreTel systems in Italy, Finland, and South Africa. Needham says key features of the new system include ShoreTel Communicator, hunt groups, SoftPhone, and workgroup applications.

“SHORETEL OFFERED US THE ABILITY TO LEVERAGE THE EXISTING CORPORATE IP NETWORK AND THE ABILITY TO FAILOVER TO THE U.S. SYSTEM. LASTLY, AS THE CHOICE OF OUR CORPORATE PARENT, IT OFFERED PROVEN BUSINESS BENEFITS.”

Alex Needham, IT Manager
InterSystems

“Of particular value has been the failover of outgoing calls,” explains Needham. “If the U.K. trunk is down, calls flow out through U.S. system. We also value the integration with our legacy Nortel investment, as well as support from Mapesbury Communications in working through the implementation phase, allowing us a gradual cutover, with the use of off-system extensions allowing a simple way to migrate users.”

“OF PARTICULAR VALUE HAS BEEN THE FAILOVER OF OUTGOING CALLS,” EXPLAINS NEEDHAM. “IF THE U.K. TRUNK IS DOWN, CALLS FLOW OUT THROUGH U.S SYSTEM. WE ALSO VALUE THE INTEGRATION WITH OUR LEGACY NORTEL INVESTMENT, AS WELL AS SUPPORT FROM MAPESBURY COMMUNICATIONS IN WORKING THROUGH THE IMPLEMENTATION PHASE, ALLOWING US A GRADUAL CUTOVER, WITH THE USE OF OFF-SYSTEM EXTENSIONS ALLOWING A SIMPLE WAY TO MIGRATE USERS.”

Another important immediate benefit, says Needham, was the improved inter-office communications the company realized, thanks to an internal dial-plan that now routes from U.K. to U.S.

“We’ve got voicemail that is easy to respond to, as well as click to dial,” says Needham. “We’re especially delighted with the voicemail-to-email feature. It’s great, too, that the operator can see the status of each user via a quick glance at the button box.”

ShoreTel enables lower call charges

Cost savings have also been an early gain from the move to ShoreTel. “We’ve certainly reduced system management time and lowered call charges since 50 percent of internal calls now flow as IP traffic,” says Needham. “Important, too, is my belief that the system and its distributed approach will allow easy future growth. When it comes to adding new users and new locations, we expect things to be straightforward. The bringing in-house of the management of user moves, adds, and changes saves a lot of effort.”

Also helpful to the business, says Needham, is call routing and trunk failure protection, and the use of off-system extensions. “I’m well satisfied with the ShoreTel solution so far, and its implementation has been straightforward with no lost calls,” concludes Needham.

“IMPORTANT, TOO, IS MY BELIEF THAT THE SYSTEM AND ITS DISTRIBUTED APPROACH WILL ALLOW EASY FUTURE GROWTH. WHEN IT COMES TO ADDING NEW USERS AND NEW LOCATIONS, WE EXPECT THINGS TO BE STRAIGHTFORWARD.”

CHALLENGE:

  • An aging PBX was costing InterSystems too much money in maintenance, while offering too little flexibility.

SOLUTION:

  • ShoreTel provided InterSystems with an end-to-end IP telephony solution, including switches, connectors, and phones.

BENEFITS:

  • Immediate cost savings
  • Improved internal and external communications
  • Enhanced productivity and customer satisfaction
  • Failover for business continuity