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Mygrant Glass Case Study

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Case Studies

Mygrant Glass chooses ShoreTel to enhance productivity, improve administrative costs, and institute a disaster recovery plan

Need for a simpler phone system is crystal clear

Mygrant Glass has more than 50 warehouses across the country that stock and distribute OEM and generic products. The telephone systems in place across Mygrant Glass locations were not always easy to use or manage.

Finding a flexible and cost-efficient phone system

Ensuring that its phone lines are always up and running is critical to Mygrant Glass’ customer service and bottom line. “Communication is extremely important to the success of our company. Without communication capabilities, we lose customer sales. Our customers are all repeat business. If they can’t get a hold of us, we lose business,” says Daniel Parkinson, IT director at Mygrant Glass.

The telephone systems in place across Mygrant Glass locations were not always easy to use or manage, and Parkinson wanted to improve flexibility and cost efficiencies moving forward.

“We had Cisco at several locations a few years ago but were getting frustrated with maintenance costs and problems. The system was very cumbersome, requiring us to go to so many different places just to configure a phone, add a user, or enable a feature. Trying to troubleshoot problems was time-consuming, and performing installs was not only impossible but also extremely expensive. We spent a lot of time worrying about the phones, and dealing with phone issues,” Parkinson says.

For Mygrant Glass employees, the phone system was not particularly user-friendly either. “We were using the Cisco Conferencing Bridge, which had limitations on how many callers could be on at the same time, and we didn’t have an on demand feature for setting up spur-of-the-moment conference calls. From a sales perspective, the phones needed to be more flexible and customizable for employees to easily schedule impromptu meetings themselves,” he continues.

Parkinson contacted Sonoran Integrations, a technology solutions third-party vendor and ShoreTel Certified Orange Partner. After discussing business requirements for a new Voice over IP (VoiP) solution, Sonoran recommended ShoreTel as the best way to accomplish Mygrant Glass goals.

“Sonoran helped us navigate past solutions from Avaya and Nortel that could be just as complex or costly, and right to ShoreTel for ease of management, price point, and functionality. We tried ShoreTel at one site to see how it would work. The manageability was great, and ease of setup and configuration were quick and uncomplicated. We knew then that we wanted to implement ShoreTel throughout the company,” Parkinson adds.

Mygrant Glass discovers shatterproof simplicity with ShoreTel

Mygrant Glass chose a ShoreTel UC Solution that included ShoreTel phones, switches, ShoreTel Conferencing, and ShoreTel Communicator with Mobile Access.

Top features include deep integration with Microsoft Outlook and Exchange, and impressive collaboration tools such as native web and highdefinition audio conferencing, zero-download desktop sharing, instant messaging, presence, and multimedia recording. ShoreTel also extends UC features to all major mobile devices and simplifies UC setup, configurations, and administration. Consequently, Mygrant Glass employees can readily collaborate on any business task on any device from nearly any location.

“SONORAN HELPED US NAVIGATE PAST SOLUTIONS FROM AVAYA AND NORTEL THAT COULD BE JUST AS COMPLEX OR COSTLY, AND RIGHT TO SHORETEL FOR EASE OF MANAGEMENT, PRICE POINT, AND FUNCTIONALITY. WE TRIED SHORETEL AT ONE SITE TO SEE HOW IT WOULD WORK. THE MANAGEABILITY WAS GREAT, AND EASE OF SETUP AND CONFIGURATION WERE QUICK AND UNCOMPLICATED.”

Daniel Parkinson, IT Director
Mygrant Glass

ShoreTel Communicator with Mobile Access offers end users an intuitive interface and integrated advanced call management. From the desktop, users can initiate chat sessions, sidebar conversations during calls, and swiftly change to softphone capabilities. “Communicator with Mobile Access delivers the productivity tools that fully assimilate with our existing applications. Our sales people and managers really use and like the softphone feature, especially with their laptops. And the mobile access allows them to use their smartphones as if they were internal phones,” says Parkinson.

The ShoreTel Conferencing provides a bridge for Mygrant Glass staff to effortlessly schedule and manage conference calls. ShoreTel conferencing gives employees on-demand, one-click scheduling and easy ways to upload documents or add participants during calls, record conference calls, and generate call summary reports.

Behind the scenes, ShoreTel Director works to ensure single-pane management and real-time visibility for all voice applications across all Mygrant Glass locations. ShoreTel’s fully distributed IP architecture is easily scalable and achieves 99.999 percent availability for mission-critical business continuity while helping to lower IT operating expenses. The ShoreTel Voice Switches coordinate support for ShoreTel IP phones and softphones.

Sonoran helped with the implementation, and handles ongoing support at Mygrant Glass. “The Sonoran staff is incredible. They’ve been there when I needed them from day one. Anytime there is an issue or question, they are there to help and support either on-site or over the phone,” says Parkinson.

Replacing worry with cost savings and flexibility

With significantly simpler administration and open architecture, the time to perform moves/adds/changes has decreased from half an hour on the old system to a few minutes with ShoreTel. Parkinson and his staff handle new installations inhouse, eliminating the cost and time involved with service calls.

“Dealing with phone issues has become a nonissue. We love the ease of use and openness of ShoreTel. We can reroute calls and quickly respond to customers, improving our ability to capture more business. And I can’t say enough about the reliability of ShoreTel,” Parkinson says.

“THE SHORETEL PLATFORM IS SO OPEN, SO RELIABLE, AND REALLY REFRESHING FROM A MANAGEMENT VIEWPOINT—ESPECIALLY WHEN COMPARED TO WHAT WE HAD BEFORE. THE FLEXIBILITY AND FEATURES ALONE MAKE THE PHONE SYSTEM ONE LESS THING WE HAVE TO WORRY ABOUT.”

He recalls major flooding awhile back that caused all the phone lines in one of the company’s markets to be down. “Other companies were not able to get calls and lost business. Not us. We had ShoreTel so we were able to route calls instantly to other unaffected sites with no problem,” he explains.

Future opportunities with ShoreTel include integration with a customized CRM program built in-house to enable automated pop-ups and help automate the product ordering processes. “The ShoreTel platform is so open, so reliable, and really refreshing from a management viewpoint—especially when compared to what we had before. The flexibility and features alone make the phone system one less thing we have to worry about. The fact that we continue to save money and time is actually worth cheering about,” concludes Parkinson.

CHALLENGE:

  • The legacy Cisco system was burdensome, costly to configure/troubleshoot/maintain, and was limited in end-user flexibility, customization, and features.

SOLUTION:

  • ShoreTel provided Mygrant Glass with ShoreTel IP phones, ShoreTel voice switches, ShoreTel Conferencing, and ShoreTel Communicator with Mobile Access.

BENEFITS:

  • Easily integrated with in-house applications
  • Reliability and high availability
  • Disaster recovery capabilities
  • Cost-effective and easy to scale