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Spokane Teachers Credit Union Case Study

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Case Studies

ShoreTel VoIP adds contact center functionality, reduces costs and decreases inefficiencies for STCU

Banking on a telephony upgrade

As of early 2016, STCU served 150,000 members and had 575 employees across 18 branches. Its basic telephony system was aging. The organization was looking for an upgrade that would enhance contact center functionality, offer more sophisticated reporting, and provide a myriad of other modern telephony features.

Finding a Solution That Offered the Most Manageable, Innovative Technology

Once the decision was made to move to a new phone system, STCU IT Operations Manager Greg Gallaway started evaluating potential solutions.

After reviewing vendor proposals, STCU selected ShoreTel for several reasons. Based on previous experience with ShoreTel, STCU knew it could handle many of the administrative and maintenance tasks without costly third-party intervention. In addition, the ShoreTel VoIP system provided all new components, and its unified communications technology exceeded most current telephony standards.

To prepare for the transition, 100 percent of the staff received classroom training. The sessions also were recorded and archived for new hires.

Since the ShoreTel deployment at headquarters went so smoothly, STCU decided to move the branches over to the new system much faster than originally planned. The entire ShoreTel VoIP solution was operational throughout the organization within eight months. When the organization went live, the transition was seamless.

“I HAVE NO DOUBT THAT THE SHORETEL SYSTEM HAS PAID FOR ITSELF. AS A CREDIT UNION, YOU WANT THE MOST VALUE WITH THE LEAST AMOUNT OF EFFORT. SHORETEL ACCOMPLISHES THAT IN A NUMBER OF WAYS. I WOULD DEFINITELY RECOMMEND SHORETEL.”

Greg Gallaway, IT Operations
Manager, STCU

ShoreTel Provided Added Value to STCU’s Members

In a credit union, each member owns a piece of the
organization. When spending the members’ money
to improve the level of service, it’s important that
every decision provides value.

The ability to affordably scale was one area where
ShoreTel excelled. The organization has large head
count at headquarters, but its branches typically
have five or ten users. The credit union needed
a hosted telephony solution that offered smaller
location devices and had local survivability.

According to STCU, since the ShoreTel deployment, member service has improved significantly. The ShoreTel Enterprise Contact Center callback feature has enabled the organization to reduce the time members wait for an available customer service representative. Members can hold their place in the call queue and then receive a phone call as soon as their number comes up. That feature alone has significantly improved both call hold wait times, as well as the member experience.

Using the ShoreTel Enterprise Contact Center call flow system, STCU’s internal telephony administrator has been able to create custom applications. During a promotion in December, the IT department created an app that allowed callers to opt in, which saved seven or eight minutes on each of the 1,500 monthly calls.

With the ShoreTel system, representatives can now see how many calls are in the queue and the status of all representatives via a big LCD screen. That added visibility has driven down call-handling times and increased the capacity of the contact center, without adding staff, because representatives are managed more efficiently and effectively.

Post-transition, the number of employees working remotely is on the rise. The primary reason for the increase in remote workforce is that ShoreTel’s reporting functionality gives contact center supervisors much more visibility into the performance of home users.

ShoreTel Gives IT the Best Run for the Money

To date, feedback has been extremely positive from both the management and representatives in the contact center. Everyone in the organization finds ShoreTel user friendly and there have been very few help tickets, which is a positive for IT.

ShoreTel has given STCU the ability to enhance its member experience now that internal IT resources can make changes, including branch deployments. IT no longer has to wait for or pay a vendor to implement new sites or modify call routing functionality.

For a smaller credit union, the ShoreTel system is intuitive enough that IT doesn’t need an in-house telephony expert to successfully manage the system. IT can quickly react to members’ needs without calling in outside parties.

In the future, the STCU software development group plans to provide tighter integration with existing applications and add automated pop-ups. Additional improvements are anticipated as IT continues to automate various aspects of the ShoreTel system.

“I have no doubt that the ShoreTel system has paid for itself. As a credit union, you want the most value with the least amount of effort. ShoreTel accomplishes that in a number of ways. I would definitely recommend ShoreTel,” concludes Gallaway.

CHALLENGE:

  • Enable STCU to scale with growth, upgrade contact center functionality, and improve member service, while providing members the most value for their money.

SOLUTION:

  • The ShoreTel UC deployment included a VoIP system, ShoreTel Enterprise Contact Center, and ShoreTel IP phones.

BENEFITS:

  • Ability to create reports in-house
  • Lower TCO
  • Elevate member service
  • Increase productivity
  • Ability to manage a remote workforce

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