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ChartOne boosts productivity and streamlines customer service with ShoreTel VoIP technology

Medical records management pioneer slashes telephony costs with VoIP; distributed ShoreTel phone system is easy to manage and pays for itself inside of a year
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Sunnyvale, Calif., May 24, 2005 - ChartOne, Inc. uses cutting edge technology to provide on-demand medical records solutions, so traditional phone systems are not an option. Instead, the Burlington, Mass.-based company stays ahead of the field with a converged IP telephony system from ShoreTel.

A single distributed phone and voicemail system unites ChartOne's 10 offices and 1600 employees, and is easily administered from anywhere with a browser-based management console. Workgroups, a Contact Center that helps route incoming calls to agents with the right expertise, and an integrated conference bridge promote teamwork, leverage skills, and enable job functions to be centralized or shared across sites. Unified messaging, Outlook integration, automated call reports, and other convergence features enhance productivity and increase responsiveness to customers.

The immense benefits from all these additional features and functionalities do not come at the expense of simplicity and economy. The ShoreTel voice system is easier to implement, manage, and use, and costs less to operate, than the legacy platforms it replaced. In fact, getting telephony costs under control was the primary factor that drove ChartOne to VoIP.

"It's almost too good to be true," says Henry Svendblad, vice president of Information Technology and Systems at ChartOne. "We get all these additional capabilities while paying a lot less. During the first year, we saved the cost of the ShoreTel system in reduced or eliminated charges for toll calls, long distance, and conferencing services."

Specifically, ChartOne's pre-ShoreTel environment was a multi-vendor patchwork of PBXs and Centrex service requiring expensive and slow third-party support. Recurring monthly phone charges included $10,000 for conferencing services and another $6,000 to $8,000 for toll and long distance calls.

All of these costs were drastically reduced by ShoreTel's integrated conference bridge and automatic least-cost routing. Conferencing was brought in-house and interoffice toll and long distance calls started bypassing the carriers and riding ChartOne's IP WAN.

Flexible architecture and incremental migration

ShoreTel beat out Cisco and other VoIP candidates in part because of its broad support for legacy equipment and systems. ChartOne could set an incremental migration path to convergence, reducing both risk and cost by continuing to use analog handsets and existing wiring.

The system's flexibility also makes office relocations and expansions very easy. Shortly after acquiring the new system, ChartOne reduced headquarters costs by relocating the main office from San Jose, Calif. to Burlington, Mass., and opening a new office for centralized technology support in Plano, Texas. The ShoreTel system's ease of deployment and management was key to ChartOne's ability to open both new locations on schedule.

Similarly, ChartOne finds it very easy to deploy and redeploy ShoreTel networks in offices that are set up near clients for 12 to 18 months as a base for teams providing outsourced services. "With ShoreTel, we can easily install phone systems near client sites, supporting tighter integration with headquarter resources and reducing overall project team costs." reports Svendblad

ShoreTel's uniquely distributed architecture and Find Me, Follow Me features also make it much easier for ChartOne's many mobile employees to be productive when they are working from remote offices, hotel rooms, home offices, or other temporary locations. A single phone and voicemail system assigns numbers to people, not lines or handsets, and calls automatically get routed to them wherever they sign on to the network. All the features and functions of their regular desktop are immediately available to them.

An intuitive Web-based management console lets network administrators make moves, adds, and changes from anywhere in minutes. In fact, administration is so simple that business managers can handle some of these tasks without involving IT.

Increased productivity and streamlined business processes

The single distributed voice network facilitates teamwork and enables virtual workgroups. Calls and voicemail messages can be transferred across sites anywhere on the ShoreTel network, not just within the same location. ShoreTel's integration with Outlook directories enables simple, system-wide dialing by name from the award-winning Personal Call Manager interface. Handing out quickly outdated extension lists is a thing of the past.

Automated call reports are also a big hit with ChartOne. The collections department, which has to track its efforts in detail, can now just hit the print key instead of manually logging all calls.

Critical business processes were further streamlined when ChartOne added the ShoreTel Contact Center to provide customers with technical support. Presence intelligence and skills-based routing ensure that calls reach the best available agent quickly. ShoreTel's Call Manager interface "is a great fit for customer service," sums up Svendblad.

"ChartOne understands the importance of using the best technology for providing the best customer service, and ShoreTel's phone system has helped them achieve this goal," said Steve Timmerman, vice president of Marketing at ShoreTel. "In addition, using the ShoreTel system has improved the bottom line for ChartOne by streamlining equipment and maintenance needs, standardizing system management, eliminating multiple phone lines, improving productivity, and drastically reducing its phone bills."

About ChartOne

ChartOne is the leading provider of on-demand medical record solutions. ChartOne combines innovative web-based technology with premiere chart management services to offer flexible and affordable deployment options. The company provides electronic records access and storage, online coding, completion and release of information services to over 1,300 healthcare customers nationwide. The eWebHealth Suite of technology solutions includes eWebCoding, eWebED, eWebView, eWebRelease, eWebCompletion, and eWebSignature. For more information about ChartOne, please visit

About ShoreTel, Inc.

ShoreTel is the fastest growing IP PBX company in the United States and the leader in customer satisfaction. The company has shipped its groundbreaking solutions since 1998 and continues to outpace the rapidly expanding VoIP market with technological advances and sales that are doubling year over year. ShoreTel voice systems are designed to make businesses smarter, setting new standards for usability and manageability while reducing telecommunications costs. A uniquely distributed architecture extends enterprise-class voice services to every office and outpost, keeping employees fully connected wherever they go. A select, worldwide group of channel partners provide top-notch service and support. For more information, visit or call 1-877-80SHORE

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