LA KISS Case Study
Arena football team LA KISS scores by getting ShoreTel’s hosted VoIP solution up and running in days
Arena football team goes from formation to field in seven months
LA KISS, an arena football team, is the brainchild of the classic band’s front men Gene Simmons and Paul Stanley. The organization required a front-office infrastructure, including a phone system, built from the ground up.
Finding a star telephony player that could deliver the entire infrastructure, virtually overnight
One of the first steps in establishing a business is to get lines of communication up and running. LA KISS President Schuyler Hoversten knew from working with the LA Dodgers that phones were a critical component of a successful infrastructure, and it was his job to ensure that reliable, scalable phones were available quickly.
“It’s one thing to start a new sports team, but to start it under these seemingly impossible time constraints is another ball game,” Hoversten says. “It takes an enormous amount of work to achieve the goal of delivering the unrivaled level of entertainment fans are expecting with KISS.”
Onsite PBXs were out of the question, given the rapid launch date and lack of an IT department. The organization needed phones fast, with minimal IT support, so the choice in vendors was a calculated one. The Dodgers switched their phones to ShoreTel during Hoversten’s tenure, so he knew the solution’s capabilities. He believed that if ShoreTel joined LA KISS quickly, its cloud-based VoIP solution would solve the team’s communication challenges.
ShoreTel’s hosted VoIP meets all of the team’s deadlines and goals
Hoversten was pleased to learn that ShoreTel’s entire phone network could be up and running within a couple of days. The simplicity of a hosted VoIP system makes implementation as easy as plugging in the phones wherever there is an Internet connection. In fact, the process was so easy that Hoversten’s assistant could do the installation herself with ShoreTel Sky technicians walking her through the steps over the phone.
“As a small business without an IT staff, it was nice to know ShoreTel Sky has in-house resources that allow us to plug-and-play without waiting for a technician to come to us,” says Hoversten. “Installation only required us to set up a few switches and plug the phones into an existing Ethernet port. The phones were working immediately and so were we.”
“AS A SMALL BUSINESS WITHOUT AN IT STAFF, IT WAS NICE TO KNOW SHORETEL SKY HAS INHOUSE RESOURCES TO ALLOW US TO PLUG-AND-PLAY AND NOT HAVE TO WAIT FOR A TECHNICIAN TO COME TO US.”
Schuyler Hoversten, President
The staff enjoys many ShoreTel Sky features such as email notifications on their mobile phone when someone leaves a voicemail at the office. “The voicemail-to-email capability allows everyone to stay connected and essentially ‘in the office’ without actually being there,” says Hoversten. “I’m usually working from my mobile phone, so not having to call into voicemail or wait until I’m in the office to check voicemails is a huge timesaver, which enables me to be more efficient and responsive.”
“WHEN YOU’RE LAUNCHING A NEW BUSINESS, YOU HAVE A THOUSAND PRIORITIES. PHONE SYSTEMS HAVE TO RANK AT THE TOP... THIS WAS STEP NUMBER ONE FOR US, AND SHORETEL WAS ONE OF THE FIRST RELATIONSHIPS WE MADE, LAYING THE FOUNDATION FOR OUR ENTIRE OPERATION”
But staff proficiency in selling tickets makes or breaks the entire organization. The director of ticket sales depends on the system’s rich reporting features to monitor the effectiveness of his season ticket sales staff. He pulls detailed weekly and daily call logs for each user so he can quickly identify how many outbound calls each is making, how much time each is spending on the phone, the number of outbound calls made and their duration.
“We live and die by our ticket sales,” explains Hoversten. “Having the capability for our frontline people to communicate with and sell tickets to potential prospects is essential to our success.”
ShoreTel’s reliable, extensible, and user-friendly phones put LA KISS at the top of its game
Remarkably, LA KISS functions like a team that has been together for years, thanks in part to its ShoreTel Sky phone system. The phones are reliable, extensible, and best of all, easy to install and use right out of the box. “When you’re launching a new business, you have a thousand priorities,” says Hoversten. “Phone systems have to rank at the top because you’re nowhere unless you’re able to have a phone system running, and in our case, a ticketing department making sales calls around the clock. This was step number one for us, and ShoreTel was one of the first relationships we made, laying the foundation for our entire operation.”
The critical component for LA KISS was to get the communication infrastructure in place and have the network scalability to grow. The ShoreTel Sky system gives the organization the ability to conduct business whenever and wherever needed, with technology that meets its current needs. As the business matures, ShoreTel Sky will continue to align its services with demand. “The phones have more capacity than our current requirements as a startup, but it’s nice to know the capability is there when we’re ready,” Hoversten says. With all systems go, the team is ready to pioneer its brand and do things never done before, much the same as KISS has been doing for 40 years.
“WE LIVE AND DIE BY OUR TICKET SALES. HAVING THE CAPABILITY FOR OUR FRONTLINE PEOPLE TO COMMUNICATE WITH AND SELL TICKETS TO POTENTIAL PROSPECTS IS ESSENTIAL TO OUR SUCCESS.”
- LA KISS required a front-office infrastructure built from the ground up. A rapid launch eliminated an on-site PBX solution.
- ShoreTel was able to quickly join the team and deploy a full-featured VoIP phone network within a couple of days.
- Rapid plug-and-play installation
- Voicemail to email capability
- Rich reporting features
- Reliable and scalable