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Kaseya Company Case Study

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Case Studies

Kaseya unites its global workforce with ShoreTel Unified Communications

Kaseya

Worldwide service provider falls short

Kaseya had a contract with a worldwide service provider for a T1 MPLS connection in every branch office, offering a 1.5 MB broadband connection that was unable to fully meet Kaseya’s needs.

Anytime, anywhere employee availability

Kaseya supports IT departments and managed service providers worldwide in reaching their service-level agreements and boosting costeffectiveness. From the very beginning, Kaseya embraced a fully global strategy. Branch offices around the world, from North America to Africa to Australia, perform sales, marketing, and support activities to develop local markets and give feedback to corporate HQ regarding product development.

Kaseya was looking for a telephony system that would allow employees to be available at any location (through a landline, mobile device, or softphone), integrate well with the Salesforce. com CRM system, and offer a single corporate directory. The system also needed to offer call reporting and monitoring functionality, easy and quick deployment at new locations, and routing to the next available person within a workgroup. ShoreTel captured Kaseya’s requirements to the highest level compared to competitive solutions, including those of Avaya and Cisco.

ShoreTel connects mobile employees for improved customer service

Working closely with local ShoreTel partners, Kaseya implemented the ShoreTel Unified Communications (UC) solution across more than 40 sites. Moving to a standard telephony system throughout the organization has streamlined internal communication, in turn enhancing collaboration and speeding up decisionmaking processes.

“It took us one day to set up the system in our new office and start using it,” says George van Brugge, executive vice president and general manager EMEA at Kaseya. “Now every colleague worldwide is just four digits away. We can automatically route our calls to a device of our choice, ranging from desk phones to iPhones or softphones. In addition, since we put the new ShoreTel system in place, our phone costs have gone down by over 10 percent.”

“OUR EMPLOYEES ARE VERY MOBILE. WITH SHORETEL IN PLACE, A CALLER WILL NOT EVEN NOTICE THAT SOMEONE IS NOT IN THE OFFICE. HE/SHE WILL BE PUT THROUGH TO A MOBILE OR HOME PHONE SEAMLESSLY. THIS IS A BIG IMPROVEMENT IN TERMS OF CUSTOMER SERVICE COMPARED TO OUR PREVIOUS SYSTEM.”

George van Brugge, Executive Vice President
and General Manager EMEA
Kaseya

“NOW EVERY COLLEAGUE WORLDWIDE IS JUST FOUR DIGITS AWAY. WE CAN AUTOMATICALLY ROUTE OUR CALLS TO A DEVICE OF OUR CHOICE, RANGING FROM DESK PHONES TO IPHONES OR SOFTPHONES. IN ADDITION, SINCE WE PUT THE NEW SHORETEL SYSTEM IN PLACE, OUR PHONE COSTS HAVE GONE DOWN BY OVER 10 PERCENT.”

Kaseya’s focus in the Benelux region is sales and marketing, leading to a high percentage of field sales employees who need to remain connected at all times. “Our employees are very mobile. With ShoreTel in place, a caller will not even notice that someone is not in the office. He/she will be put through to a mobile or home phone seamlessly. This is a big improvement in terms of customer service compared to our previous system,” explains Brugge.

In providing a solution that is mission-critical to many customers’ IT operations, the availability of Kaseya’s platform is essential. A Kaseya engineer now can offer support regardless of time of day. The ShoreTel system is configured to automatically route incoming calls to an available local or international engineer to provide customers with answers when they need them, enabling a true “follow-the-sun” Kaseya support service.

ShoreTel’s single unified platform results in a lower TCO

Kaseya has made a strategic decision to implement a flexible, cost-efficient IT infrastructure in all its offices and development facilities. The ShoreTel system fits well within this overall IT strategy by offering a single, unified platform that scales with ease across sites and locations, so IT staff can easily deploy and manage it from anywhere via a browser-based interface. Although the switches work together, the system’s intelligence is distributed across the architecture so in case of a WAN failure, each site can function independently.

Kaseya IT staff can solve many issues independently without external support, lowering the system’s total cost of ownership over time and enabling rapid response to incoming requests. “The ShoreTel telephony system is very much what we’d expect from a voice over IP system and in line with our philosophy to deploy a solution that requires neither long learning curves nor a lot of maintenance,” concludes Max Duncan, head of IT at Kaseya.

“THE SHORETEL TELEPHONY SYSTEM IS VERY MUCH WHAT WE’D EXPECT FROM A VOICE OVER IP SYSTEM AND IN LINE WITH OUR PHILOSOPHY TO DEPLOY A SOLUTION THAT REQUIRES NEITHER LONG LEARNING CURVES NOR A LOT OF MAINTENANCE.”

Max Duncan, Head of IT
Kaseya

CHALLENGE:

  • Kaseya was looking for a costefficient telephony system to support its mobile workforce and seamlessly connect its offices across the globe. Kaseya also needed an easy-to-use system that offered rapid deployment at new locations and integration with the Salesforce.com CRM system.

SOLUTION:

  • A ShoreTel Unified
    Communications (UC) system with ShoreTel IP Phones, ShoreTel Communicator with Personal Access, and Salesforce.com Call Center Adapter Software Application.

BENEFITS:

  • Scalability enables global expansion
  • Support for mobile employees
  • Streamlined internal communications
  • Integration with business applications

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