Fort Worth Transportation Authority Case Study
ShoreTel Enterprise Contact Center enables Fort Worth Transportation Authority to provide exemplary customer service
The road to increased functionality
The T had a Nortel PBX-based telephone system and analog telephones across its three locations. Beyond the need for more features and functionality, the T also wanted an automated call center.
A system to help improve customer service
To meet new company initiatives, the T needed to upgrade its Nortel PBX-based telephone system to a solution that offered more functionality, an automated call center, and a robust set of reporting features to log performance and other criteria.
“We needed a solution that would integrate all of our communications into one system—from calls to emails to voicemail messages,” says Bobbie Morton, IT director for the T. “We envisioned a system for our call center that would let us monitor calls and attach voicemail messages to supervisor notes, so that we could better respond to customer requests or complaints.”
With plans for significant expansion and growth, it was time to evaluate IP telephony solutions. The organization issued a request for proposal (RFP) and received responses from three vendors. The T chose ShoreTel for its robust Enterprise Contact Center (ECC) feature set, ease of use and management, as well as its efficiency and scalability.
ShoreTel gives the T a ride for its money
With the help of ShoreTel’s integration partner, the installation included the deployment of 13 ShoreGear® voice switches, over 150
ShorePhone™ IP phones, and Enterprise Contact Center in a turnkey switchover to IP telephony. ShoreTel’s ECC is an integrated application suite on the ShoreTel distributed IP communications platform. The solution allows the T’s 30 agents to be located anywhere and administrators to manage the suite of applications from a single user interface.
“With our call center capabilities, we’re able to balance the workload of the customer service representatives through workgroups, which is a tremendous benefit,” says Morton. “We use the ECC for our Mobility Impaired Transportation Service (MITS), which is a door to door service. Some of those calls can be about a life-or-death situation, so calls need to reach a live person quickly. MITS calls have priority over other calls and the ShoreTel Auto-Attendant quickly directs these calls to MITS personnel.”
“Enterprise Contact Center is very helpful in monitoring agents and making sure calls are being routed correctly,” explains Elaine Graves, manager of customer service for the T. “I can listen in on calls and provide training directly to the agent.”
“We appreciate the reports we get,” says Dwana Burnett, contact center supervisor for The T. “We can pull information and use it to determine how we schedule agents, according to the busiest times of each day, week and month.”
Customer Service Improvements
The T has set up special ShoreTel’s ShoreWare® Auto-Attendant prompts for business hours and after hours. MITS has a dispatcher on at all times, so callers reach a live person. “We want to ensure that a live person can answer the MITS calls 24 hours a day, and the ShoreTel Auto-Attendant allows us that flexibility,” says Morton.
The T also utilizes ShoreTel’s Hunt Group feature, which routes calls to an available extension or multiple extensions, preventing callers from unnecessarily reaching voicemail. The T has hunt groups set up for its help desk, maintenance department, and service station.
“WE ENVISIONED A SYSTEM FOR OUR CALL CENTER THAT WOULD LET US MONITOR CALLS AND ATTACH VOICEMAIL MESSAGES TO SUPERVISOR NOTES, SO THAT WE COULD BETTER RESPOND TO CUSTOMER REQUESTS OR COMPLAINTS.”
Bobbie Morton, IT Director
“It’s helpful that ShoreTel Hunt Groups allow a call to ring a number of different phones so the first person available can pick it up quickly,” says Bixler. “Also, it eliminates the chance of a caller being put into a voicemail box, which can be frustrating—and when there is an emergency.”
Employee productivity gains
“The ShoreTel system has helped us increase productivity throughout the entire organization,” explains Morton. “Auto-Attendant and the ECC functions have streamlined phone traffic and actually reduced the time it takes to respond to callers. We also have ECC set up so that frequently asked questions get an automated response, freeing up agents to take other calls.”
In addition to powerful user features, ShoreTel’s Call Control software is distributed to every voice switch, which eliminates any single point of failure in the system. In the unlikely event of a ShoreGear voice switch failure, other switches on the network will automatically take on the call-processing load so no call into the T is ever dropped.
ShoreWare Director is ShoreTel’s browser-based management interface. Through the browser, every site and feature can be managed, including voicemail, automated attendant and desktop applications. Adding a new user simply entails clicking “add new”. Once the user is entered, a mailbox is created, the automated attendant dial-by-name and number feature is updated, and online directories are updated—all within seconds, and changes are just as quick and easy.
“The ShoreTel system is easy to learn and use,” says Bixler. “It’s easy to do moves, adds, and changes—everything is so intuitive. We can now install a phone in a new location in 15 minutes, whereas it would have taken them close to five days with the old phone system.” ShoreTel provides significant savings and payback in one year
ShoreTel has saved the T money in every way, from wiring and system management costs to recurring line and toll charges. In addition, employee productivity and customer service have been enhanced and system management has been brought in house so that time, hassle and money are saved.
“BECAUSE IT’S SO EASY TO SCALE, THE SHORETEL SYSTEM WILL EASILY MEET OUR GROWTH REQUIREMENTS, EVEN CHANGES THAT NEED TO BE MADE QUICKLY. WE’RE PLEASED WITH BOTH SHORETEL AND THE INTEGRATION PARTNER.”
“We were able to see a rapid return on our investment—payback was just a little over a year,” concludes Morton. “We realize savings by eliminating the external phone service from third-party providers, reducing maintenance costs, and using our existing network infrastructure for the ShoreTel system because it’s vendor agnostic. And because it’s so easy to scale, the ShoreTel system will easily meet our growth requirements, even changes that need to be made quickly. We’re pleased with both ShoreTel and the integration partner.”
- The Fort Worth Transportation Authority (“the T”) introduced a customer service initiative to improve service, efficiency and grow. It needed an automated call center with functionality for reporting, key performance indicators, and continual overall customer service monitoring and improvement.
- ShoreTel provided the company with Enterprise Contact Center (ECC), an integrated suite of applications on the distributed ShoreTel IP telephony system. EEC is used to ensure callers reach people, vastly improving customer service.
- Cost savings on provider charges
- Reduced maintenance fees
- Management from a single interface
- Ability for 30 agents to be location agnostic