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Risc Group Case Study

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Case Studies

Belgian-based Risc Group opts for reliability of service and future growth with ShoreTel

Risc Group

Relocation spurs phone system replacement

As the Risc Group’s aging phone system became increasingly unreliable, an office relocation proved an ideal opportunity to deploy a new phone system.

Flexible and easy to maintain in-house

Through a high-performance network infrastructure, the Risc Group offers network connections to customers as a service provider, and a complete range of software as a service (SaaS) solutions, including mobility, backup, network protection, video surveillance, facilities management, telecommunications, and applications in hosted mode.

More than 35,000 organizations throughout Europe take advantage of these service offerings, which are supported by local teams throughout its 32 offices in seven countries. Risc Group offers services through two subsidiaries, Risc Group IT Solutions, covering companies with more than 100 computer workstations, and Risc Group Inbox, supporting companies with five to 100 computer workstations. Both subsidiaries rely on highperformance business communications to help ensure responsive customer service and servicelevel agreement (SLA) compliance.

The Risc Group’s aging phone system Escaux VoIP relied on an Internet connection and was susceptible to downtime whenever that connection failed. After evaluating several IP-based communication systems, including a system from KPN Versatel, the group selected Zion Security, a Belgian ShoreTel partner, to install ShoreTel’s unified communications system (UC) at the Risc Group Inbox offices in Brussels.

“ShoreTel made the best offer in terms of price and quality—not just in upfront costs, but also in terms of its total cost of ownership, so the decision to deploy ShoreTel’s solution at our new Brussels offices was actually an easy one,” says Adrien
Burnier, an associate for international sales support at the Risc Group.

ShoreTel offers real-time performance reporting

ShoreTel’s system is used by all Risc Group Inbox employees and comprises ShoreTel Voice Switches and ShoreTel IP handsets. The company also uses ShoreTel Communicator, which offers an intuitive, easy-to-use interface for improved end-user responsiveness.

The ShoreTel solution also includes a redundant setup of two PRIs to help ensure business continuity. Zion Telefonie also implemented a customized solution that uses the ShoreTel database to produce reports about callers’ activities and contacts to be made. This customized solution is integrated with an existing web-based application for real-time reporting on agent performance.

Risc Group has experienced several benefits of ShoreTel’s UC system. Most important, the service is reliable and fast, helping to ensure that every client call is answered quickly and efficiently. The migration itself went very smoothly, and Risc IT staff has been very impressed with the flexibility of the system.

“The solution is easy to use and has required little special training,” Burnier explains. “Risc Group now has total control of its phone system and rarely requires technical support from outside the company—a huge saving both in terms of cost and time wasted waiting for changes to be made.”

ShoreTel provides reliability and lower costs

It is of utmost importance to Risc Group to have a reliable and quality phone system. In one month alone, Risc Group Inbox had more than 30,000 incoming and outgoing calls, or 218 calls per hour. Thanks to ShoreTel, this high traffic flow went without interruption and let Risc Group offer support services without disruptions. In terms of costs, Risc Group has benefitted from free internal calls and lower call rates to other company sites.

“SHORETEL MADE THE BEST OFFER IN TERMS OF PRICE AND QUALITY— NOT JUST IN UPFRONT
COSTS, BUT ALSO IN TERMS OF ITS TOTAL COST OF OWNERSHIP, SO THE DECISION TO DEPLOY SHORETEL’S SOLUTION AT OUR NEW BRUSSELS OFFICES WAS ACTUALLY AN EASY ONE.”

Adrien Burnier
Associate for International Sales Support
Risc Group

“It is hard to estimate the exact amount of cost savings we’ve seen since deploying ShoreTel, [but] I can say without doubt that the overall phone bill is now significantly lower,” Burnier adds.

The general reliability, robustness, and effectiveness of the ShoreTel solution have proved invaluable to Risc Group. “We have just installed ShoreTel’s products at our offices in Antwerp, Belgium, and we’re planning further deployments in other locations throughout Europe,” says Burnier. “We’re also planning to expand our ShoreTel deployment in Brussels by adding the online statistics application for every sales representative, which is already used by our colleagues in Spain.”

“WE HAVE JUST INSTALLED SHORETEL’S PRODUCTS AT OUR OFFICES IN ANTWERP, BELGIUM, AND WE’RE PLANNING FURTHER DEPLOYMENTS IN OTHER LOCATIONS THROUGHOUT EUROPE.”

 

CHALLENGE:

  • An unreliable phone system presented an opportunity to install a new phone system to ensure uptime and in-house control, while reducing total cost of ownership.

SOLUTION:

  • ShoreTel provided the Risc Group with ShoreTel Voice Switches and ShoreTel IP
    Phones. Risc also uses ShoreTel Communicator for improved responsiveness and a customized application for real-time reporting on agent performance.

BENEFITS:

  • Exceptional reliability
  • High-quality, responsive customer support
  • Significant cost savings
  • Simplified IT management