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Madison-Kipp Case Study

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Case Studies

Madison-Kipp implements ShoreTel UC and experiences fast, reliable business communications at a lower cost

Time is money

To speed how the company communicates with customers and suppliers, and among manufacturing facilities, Madison-Kipp needed to retool its existing telephony system.

Streamline maintenance, improve reliability, and reduce costs

Depending on an older NEC system to support Madison-Kipp’s business has recently led to costly maintenance, unauthorized phone usage, and patchy reliability. The company wanted to modernize its communications system to be as progressive and cost-efficient as its manufacturing facilities. Leading the quest for change was Jackie Giller, manager of IT at Madison-Kipp.

“We had been looking at VoIP technology for some time, but it seemed to be cost prohibitive at first, so we waited. But our existing phone system was starting to lag with increased demands and wasn’t able to meet newer requirements such as reporting, find-me functionality, or single-pane administration, and didn’t have the architecture availability we needed moving forward. We were diligent in finding a VoIP solution that could meet our business needs as well as our budget,” says Giller.

Finding a smarter way to communicate

Working with a ShoreTel partner, Giller was able to develop a strategic approach to deploying unified communications (UC) across Madison-Kipp. She sought a VoIP solution that could reliably manage communications among the plants and for customer interaction. Also, there was a need for visibility into call usage, and for a userfriendly interface.

“I wanted to focus on an infrastructure that’s proactive and up-to-date with the latest technology, so we can protect investments and have the flexibly to meet future needs. Being able to generate reports on call usage is also important because we’d had instances where we were charged for calls not accounted for. And of course, we wanted a modern, easy-to-use system that employees would like,” explains Giller.

Additionally, Madison-Kipp needed to simplify the way employees communicate, especially when away from their desks. “We have almost a hundred staffers with mobile phones who are somewhere on-site but not always at their desks. Being able to reach them wherever they might be without incurring extra cost would be a great boon for productivity,” adds Giller.

Finally, on the requirements list for a new UC solution was an emergency notification program. “While we comply with all safety and regulatory practices, manufacturing has its risks, and we want to be sure that we can immediately reach emergency professionals and also mobilize internal response to accidents quickly and efficiently,” says Giller.

To facilitate the list of must-haves for its traditional phone system overhaul, Madison-Kipp selected a ShoreTel UC solution, which included ShoreTel IP phones and ShoreTel Voice Switches networked across locations, and ShoreTel Director—its flagship management software—to effectively support proactive communications. “We evaluated several possible vendors and upgraded our bandwidth in anticipation of the faster VoIP traffic. The ShoreTel solution offered attractive pricing and all the features we wanted. I was pleasantly surprised at how easy and organized a change of this magnitude could be,” says Giller.

Casting a new mold with ShoreTel UC

Madison-Kipp deployed a networked ShoreTel UC solution across its manufacturing locations that included ShoreTel Communicator licenses and ShoreTel IP telephones to ensure pervasive communication throughout the business. For the company’s conference rooms, ShoreTel IP 8000 is installed for outstanding quality audio conferencing. ShoreTel Communicator provides operator access to online and personal directories, as well as IM and email to contact co-workers.

“I WANTED TO FOCUS ON AN INFRASTRUCTURE THAT’S PROACTIVE AND UP-TO-DATE WITH THE LATEST TECHNOLOGY, SO WE CAN PROTECT INVESTMENTS AND HAVE THE FLEXIBLY TO MEET FUTURE NEEDS.”

Jackie Giller, Manager of IT
Madison-Kipp

To further promote a reliable communications network across ShoreTel’s fully redundant and distributed architecture, Madison-Kipp installed ShoreTel Voice Switch to support the gamut of IP and analog devices and to handle survivable voicemail at remote sites. ShoreTel Voice Switches contain a power-fail transfer port to ensure dial tone and voicemail without interruption if a power outage occurs, and they also support SIP trunks and user devices.

A key part of the solution is ShoreTel’s unified messaging software, which fosters communications and savings by integrating messaging infrastructure to help employees customize call-handling modes for greater efficiency. The ShoreTel system provides unified messaging integration with Microsoft Outlook and houses all users on a single system for simplified access to extensive call functionality, distribution lists, automated attendant services, and mobility features such as Follow Me Find Me.

“The Follow Me Find Me feature is so great; everyone really loves it. If someone doesn’t answer at their desk, they have the option of ringing calls through to their cell phone or to the ShoreTel voicemail system. It’s a great mobility tool for our business,” explains Giller.

Next for Madison-Kipp is the ShoreTel Emergency Notification Application, which offers automated alerting and real-time internal announcements of 911 calls placed anywhere across the networked facilities. “With our old phone system, we’d had instances where an emergency vehicle was dispatched to the wrong location. Now employees can be confident that an emergency call placed from anywhere on any of our sites will be immediately dispatched to both the emergency services as well as to our internal response designees,” adds Giller.

Supplying a Chain of Business Benefits

Since implementing its ShoreTel UC system, Madison-Kipp has experienced fast, reliable business communications and a sense of universal cohesiveness across its locations. “This is the first project I’ve seen in my 20-year career that was executed without major glitches. ShoreTel exceeded my expectations and everything has gone smoothly from the day the system went live. We love this phone system,” says Giller.

With smarter, simpler unified communications, Giller and her team now have a single point of control. “The ease of management is fantastic. The ShoreTel system is intuitive and fast. We were able to eliminate the old wiring and complicated processes for moving an extension. On our old system, even the simplest of MACs could take a half an hour or more. Now we perform those with just a few clicks,” explains Giller.

“THIS IS THE FIRST PROJECT I’VE SEEN IN MY 20-YEAR CAREER THAT WAS EXECUTED WITHOUT MAJOR GLITCHES. SHORETEL EXCEEDED MY EXPECTATIONS AND EVERYTHING HAS GONE SMOOTHLY FROM THE DAY THE SYSTEM WENT LIVE. WE LOVE THIS PHONE SYSTEM.”

“With ShoreTel we’re seeing savings all the way around, with lower communications-related expenses such as maintenance, the ease of administration and MACs, and we’ll be able to scale cost efficiently as the business dictates,” concludes Giller.

CHALLENGE:

  • Madison-Kipp needed to reengineer an outdated phone system that limited critical communications among facilities and with customers.

SOLUTION:

  • ShoreTel Unified
    Communications (UC) solution, including ShoreTel IP Phones, ShoreTel Voice Switches, ShoreTel Communicator, ShoreTel Emergency Notification Application, ShoreTel Conference Bridge, and EtherSpeak SureTrunk systems.

BENEFITS:

  • Reduced management and maintenance costs
  • Fast, reliable communications
  • Streamlined moves, adds, and changes
  • Ease of administration