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Ronald McDonald House New York Case Study

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Case Studies

ShoreTel Sky enables Strategic IT Staffing to improve customer relationships

Expensive and complexity of Nortel was too high

In need of a telephony system upgrade, the organization began looking for an on-premises PBX. Its current Avaya solution was complicated and required third-party experts. Each event cost about $150.

An IT-friendly system with lower TCO

For a nonprofit depending on donors, every penny counts. That made system pricing and low TCO key criteria. Ronald McDonald House New York reviewed Cisco, ShoreTel, and newer Avaya products. It chose ShoreTel because the system offered the desired functionality and was cost-effective on all levels.

Cloud-based flexibility enables IT to be responsive to the organization’s needs

Since ShoreTel Hybrid is an enhancement to ShoreTel Premises onsite phone systems, delivering applications is easy. For example, activating ShoreTel Hybrid involved inserting a token into ShoreTel Director, and was completed in less than five minutes. Eliminating the need to install and purchase hardware and ease of add/remove services helped IT quickly make ShoreTel Sky Scribe and ShoreTel Sky Fax services available to users.

The ShoreTel Sky Fax service enabled employees to send and receive faxes via email from their mobile devices. By using ShoreTel’s scribe and fax applications from the cloud, Ronald McDonald House of New York benefited most from lower CAPEX and ease of maintenance.

Hybrid services, in conjunction with a ShoreTel Premises phone system, enable Ronald McDonald House New York to enjoy additional features and still meet the hospital’s budget. Both hybrid services were so intuitive, employees were up and running with little or no training.

“We have used the ShoreTel Scribe service, which has helped employees receive transcribed voice messages directly on their phones. They can now respond to a voicemail without having to dial in or disrupt a meeting. In addition, we’ve used the ShoreTel Fax service to send and receive documents while on the go. You just click on a button and send the document. Overall, ShoreTel Scribe and ShoreTel Fax hybrid services have met our expectations and needs. I would highly recommend ShoreTel to other prospects and customers,” comments Natalie Greaves, director of communications at Ronald McDonald House New York.

ShoreTel service and support exceeded expectations

ShoreTel was on-site to help with the deployment, system management training, and helping users to understand the functionality of the phones. “ShoreTel is easy to use and maintain, requires no additional IT staff, offers a lower TCO. The system is very reliable and users are happy. We feel that both ShoreTel products and support are the best in the business. I’d give them a solid 10,” says Edward Cho, IT manager, Ronald McDonald House New York. “When you purchase a new product, you want top-rated support and ShoreTel offers just that.”

“SHORETEL IS EASY TO USE AND MAINTAIN, REQUIRES NO ADDITIONAL IT STAFF, OFFERS A LOWER TCO. THE SYSTEM IS VERY RELIABLE AND USERS ARE HAPPY. WE FEEL THAT BOTH SHORETEL PRODUCTS AND SUPPORT ARE THE BEST IN THE BUSINESS. I’D GIVE THEM A SOLID 10.”

Natalie Greaves, Director of Communications
Ronald McDonald House New York

CHALLENGE:

  • Ronald McDonald House New York needed a reliable, cost-effective telephone system for internal communications, fundraising, and event planning. Its aging Avaya PBX system was difficult to maintain and manage, plus the total cost of ownership (TCO) was high and climbing.

SOLUTION:

  • The organization chose a ShoreTel on-premises PBX and added ShoreTel Sky Fax and ShoreTel Sky Scribe hybrid services. This solution offered an easy-to-use software interface, affordable cloud-based functionality, and simplified management.

BENEFITS:

  • Lower cost of maintenance and management
  • Easy-to-use, simplified user interface
  • Considerably lower TCO
  • Workflow improvements in productivity