Superior Court of California County of Monterey Case Study
Superior Court of California, County of Monterey, deploys ShoreTel VoIP to reduce costs, improve productivity, and enhance customer service
Ready to move on to VoIP
The Superior Court of California, County of Monterey, began to look at new technologies and implement new processes to be self-sufficient. This included plans to replace the previous Ericsson PBX-based system.
Finding scalable system with call center capabilities
During the reorganization, court management began evaluating leading telephone vendors, looking closely at Voice over IP (VoIP) solutions. The choice came down to VoIP solutions from Avaya and ShoreTel. After thorough evaluation, the court chose ShoreTel. Christine Ace, technology analyst for the Superior Court of California, County of Monterey, cites ability to scale, easily implement call centers through work group capabilities, cost for performance, and ease of implementation and management as top reasons for choosing ShoreTel.
“We needed to implement a phone system that would accommodate our evolving organizational needs,” says Ace. “The county’s phone system was costly. We opted to steer our own ship and implement our own phone system. We knew we could save money and become more efficient by making a change.”
Superior Court of California, County of Monterey, rules in favor of ShoreTel VoIP
ShoreTel provided the court with 15 voice switches and 50 ShoreTel IP telephones. The ShoreTel VoIP system allows the court to use its existing analog phones until they need to be replaced.
The deployment went smoothly. “We had time constraints. If we didn’t meet the deadline, we’d have to re-sign with the county for phone service,” says Ace. “ShoreTel was able to meet these timing conditions, and we met all our deadlines.”
In addition to a seamless implementation, Ace estimates that the return on investment for the ShoreTel system was achieved in the first year. She says, “With the savings in maintenance and the productivity benefits to our operators and employees, this system paid for itself in just a year.”
Simplified management eases burden, saves time and reduces costs
ShoreTel Director is a browser-based management interface that provides the court with easy access to the system from anywhere on the network. Through ShoreTel Director, a network administrator can manage every site, including voicemail, automated attendant, and desktop applications. To add a new user, an administrator simply clicks a button and enters the user’s name, and this automatically updates the centralized database and every voice switch.
The automated attendant is a huge help in offloading the main operator, according to Ace. “We get between 5,000 and 7,000 calls per month, which used to have to go through the main number, which were distributed among numerous operators,” explains Ace. “The number of calls has been significantly reduced because callers can choose specific options through the automated attendant. We’ve reduced calls into the operator, and the process is streamlined for callers.”
The ShoreTel system is also simple and cost-effective to maintain. With ShoreTel, the court does not need a dedicated phone system support team. Its current team supports both the IT infrastructure and the phone system.
“The actual maintenance costs, without adding in employee and staff time, totaled over $200,000 a year with the previous system,” says Ace. “With ShoreTel, maintenance costs have been reduced to less than one-eighth of that. With the ability to manage our own moves, adds, and changes, we’re saving the money we used to pay a service provider plus the costs associated with employees’ time.”
“THE COUNTY’S PHONE SYSTEM WAS COSTLY. WE OPTED TO STEER OUR OWN SHIP AND IMPLEMENT OUR OWN PHONE SYSTEM. WE KNEW WE COULD SAVE MONEY AND BECOME MORE EFFICIENT BY MAKING A CHANGE.”
Christine Ace, Technology Analyst
Superior Court of California, County
The ShoreTel system provides court employees with powerful dialing and message management features. Employees can move locations and assign their extensions so they do not miss any calls while they are working from a different office.
“With work groups, we’ve improved communications with the public and we’re handling their calls much more quickly and efficiently,” says Ace. “Employees within each work group can also collaborate with others to meet call demands even more efficiently.”
With Personal Call Manager, employees can quickly type in a name, bring up a number, and make calls from local online directories, all with the click of a mouse. They can also manage their email and voicemail activity centrally and efficiently right from their desktop.
“Users have told me they cannot live without the ShoreTel phone system, and they can’t function if they don’t have access to Personal Call Manager,” Ace adds. “It was a seamless integration, training was easy, and employees quickly began utilizing ShoreTel’s many features. We’ve noticed improved internal communications. Easy access to names and phone numbers has definitely enhanced productivity.”
The jury is in
The court worked closely with ShoreTel to implement an integrated voice response (IVR) system that allows jurors to call to check on their jury duty status. The IVR technology allows multiple users to call into the ShoreTel phone system and get individualized responses to specific questions.
Jurors can call into the ShoreTel system for updates on whether they have been called for duty or if they’ve been excused. The IVR system handles approximately 1,000 calls a month, offloading a huge portion of calls that used to come in through the main operator.
“The ShoreTel system has gone a long way in shaping our corporate culture,” concludes Ace. “Employees are more productive, internal communications are improved, and we have enhanced our overall customer service. The savings in maintenance cost and the fact that we’ve already achieved a return on our investment are bonuses.”
“USERS HAVE TOLD ME THEY CANNOT LIVE WITHOUT THE SHORETEL PHONE SYSTEM, AND THEY CAN’T FUNCTION IF THEY DON’T HAVE ACCESS TO PERSONAL CALL MANAGER. IT WAS A SEAMLESS INTEGRATION, TRAINING WAS EASY, AND EMPLOYEES QUICKLY BEGAN UTILIZING SHORETEL’S MANY FEATURES.”
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