Tiger Woods Foundation Case Study
ShoreTel’s IP solution is a hole in one for Tiger Woods Foundation Headquarters and learning center
Modern telephony features
The TWF and TWLC’s Panasonic PBX-based telephone system was antiquated and did not offer many of the features that leading-edge organizations like the TWF and TWLC needed.
A VoIP solution with features that enable better customer service
The mission of the TWF is to empower young people to reach their highest potential. The mission of TWLC is to provide youth from diverse backgrounds an interactive enrichment program that will improve individual aptitude in reading, math, science, and technology.
The foundation had a Panasonic PBX-based telephone system that did not offer many of the features that leading-edge organizations like the TWF and TWLC needed. TWLC staff began working with a ShoreTel™ Voice over IP (VoIP) system to see how the solution worked. They were immediately impressed and called on a leading technology integrator. After hearing about all of community benefits of the foundation, ShoreTel decided to donate the entire IP telephony system.
“Setting up the phone system couldn’t have gone more smoothly than the ShoreTel deployment,” says Kathy Bihr, executive director of the Tiger Woods Learning Center. “The entire system took just one day to install and was easy to learn and teach.”
ShoreTel improves customer service and enhances productivity
With the ShoreTel system in place, all TWF and TWLC employees are now on the same phone and voicemail system, using four-digit dialing to reach colleagues in either location and dialing co-workers by name. The ShoreTel Personal Call Manager™ software improves day-to-day productivity by enhancing internal and external communications.
The ShoreTel system provides integrated messaging, such as directory dialing, contact screen pop, caller ID, call waiting, and calendar integration for foundation and learning center users.
ShoreTel’s powerful desktop productivity software transforms Microsoft Outlook into a multimedia communications center – giving users control over both voice and email messages. The friendly, graphical interface provides easy access to sophisticated features, including “on-the-fly” conferencing and document sharing. Voicemail messages are stored in the industry-standard WAV Audio for Windows format, allowing users to play them on their PCs, attach them to email messages, or embed them in other documents. The ability of the ShoreTel system to track incoming phone calls and export and distribute voicemails as WAV files is helpful in continually monitoring and improving client service.
“I like getting a copy of WAV files so that when I’m traveling I can see when a voicemail comes in and decide whether it needs immediate attention,” explains Bihr. “We travel a lot, so the ShoreTel features help us do our jobs wherever we are working.”
More-efficient, customer-focused call handling
The TWF wanted to ensure that calls are answered by the right person and in a timely manner. The TWF and TWLC use ShoreTel Auto-Attendant, which provides 24-hour automated call answering and routing to improve service and enhance the organization’s image for inbound callers.
With ShoreTel Auto-Attendant, callers dialing the foundation’s number are greeted by a message that directs their calls to the learning center with the press of a button. This self-help solution means employees and volunteers don’t have to spend time answering calls intended for another office. The foundation and learning center both use Auto-Attendant’s on-hours and off-hours greetings, as well as custom greetings.
“WE TRAVEL A LOT, SO THE SHORETEL FEATURES HELP US DO OUR JOBS WHEREVER WE ARE WORKING.”
Kathy Bihr, Executive Director
Tiger Woods Learning Center
“Auto-attendant is very easy to use, and it’s easy to make changes once you’ve set it up,” states Bihr. “You don’t need any specific expertise to set up features or make changes. ShoreTel is very intuitive.”
The TWF and TWLC also use ShoreTel hunt group capabilities, which allows multiple call-routing options to ensure that calls are answered by a person, by having primary and backup operators in the same—or a different—location. “With ShoreTel, we’re able to direct calls to different zones, and when someone is paged, they hear it throughout the area and can pick up the call from any ShoreTel phone,” says Bihr.
Finally, ShoreTel’s powerful Find Me feature allows employees to configure the system so that callers can find them—for instance, on their cell phone or home phone. If the person does not answer any of their phones, the call reverts back to the ShoreTel voicemail system.
Ease of IT management and improved reliability
The TWF and TWLC are using ShoreTel Director, a browser-based management interface that allows an IT staff member to launch a Web browser and gain access to Director from anywhere on the network. Through the browser, IT staff can manage every site, including voicemail, automated attendant, and desktop applications. To add a new user, they need only to click “add new” and enter the user’s name, which automatically updates the centralized database and every voice switch. The entire process takes just seconds.
“ShoreTel Director makes moves, adds, and changes simple and quick,” says Bihr. “That’s a huge benefit. We also appreciate the reliability of the ShoreTel system. We haven’t had one problem since it was deployed.”
ShoreTel provides reliability, flexibility, scalability, and mobility
The TWF and TWLC appreciate the reliability, flexibility, scalability, and robust features of the ShoreTel VoIP system. “Our internal communications have improved immensely using the ShoreTel system,” says Bihr. “Everybody who works here—teachers, volunteers, technicians—needs to move around, and with the mobility features of ShoreTel, they don’t have to worry about missing calls or messages. We are very happy ShoreTel customers, and the entire experience has been nothing but positive.”
“EVERYBODY WHO WORKS HERE—TEACHERS, VOLUNTEERS, TECHNICIANS—NEEDS TO MOVE AROUND, AND WITH THE MOBILITY FEATURES OF SHORETEL, THEY DON’T HAVE TO WORRY ABOUT MISSING CALLS OR MESSAGES. WE ARE VERY HAPPY SHORETEL CUSTOMERS, AND THE ENTIRE EXPERIENCE HAS BEEN NOTHING BUT POSITIVE.”
- The Tiger Woods Foundation needed to replace an outdated PBX-based telephone system to improve internal and external communications and boost productivity.
- ShoreTel provided Tiger Woods Foundation (TWF) and the Tiger Woods Learning Center (TWLC) with an IP telephony system, including ShoreTel Voice Switches and ShoreTel IP telephones, as well as ShoreTel Director for end-to-end management.
- Flexibility, reliability, and scalability
- Robust VoIP features
- Improved internal and external communications
- Mobility features for increased productivity