Aspire Case Study
Aspire relies on ShoreTel Sky to provide the reliability and functionality others can’t match
Perfect candidate for ShoreTel hosted VoIP
Aspire is a leading professional search and staffing firm based in the mid-Atlantic region, with four offices with 30 employees. After a failed migration, using a different vendor, the company called on ShoreTel.
Implement a cloud-based solution that works
Aspire’s prior phone carrier acquired an organization that offered a new suite of VoIP services and convinced Aspire to migrate. The carrier promised Aspire that the move to the VoIP system would be seamless, but the transition was painful and caused a significant business interruption. Despite efforts to fix the problems, the carrier was never able to make the system function effectively.
Fortunately, Dan Wagner, president of Aspire, attended a presentation by ShoreTel during a staffing event. He realized that ShoreTel had extensive experience with VoIP systems, and with the staffing and search firm vertical markets as well. “Our business is about being on the phones,” explains Wagner. “ShoreTel showed us their strong portal that would enable managers and producers to review current statistics and metrics and compare them to their daily and weekly goals. We could use these metrics to maximize efficiencies. My only concern was whether the transition would be as agonizing as the last effort.”
ShoreTel Sky successfully simplifies the migration
ShoreTel worked with the Aspire IT staff to implement a scalable VoIP phone system. Wagner says that to his surprise, ShoreTel was able to do it “painlessly and efficiently.” Although Aspire was expecting its IT staff to dedicate a lot of time to the migration, the simplicity of the plug-and-go phone system required little technical expertise and no complicated wiring architecture.
Now, Aspire managers have access to call metrics that put valuable information at their fingertips, like outgoing and incoming calls per extension, call times, elapsed times and total times – all of which they download into Excel to manipulate further.
Using these data, they can better monitor recruiters and ensure they are well trained. One of the training features is called Barge. It enables managers to “whisper” to producers on calls without the prospects hearing, coaching them through the call, if needed. If the conversation requires intervention, managers can “barge” into the call and take control of the call.
Aspire gains consistent quality, reporting tools, and cost savings
The ShoreTel Sky VoIP system has significantly more features than Aspire’s previous premisesbased phones, and the company is saving money by relieving the IT staff and eliminating the need for employing an administrative person at each location.
In addition, Aspire can designate one office as its call center headquarters to receive all incoming calls. The operator portal gives them the ability to transfer lines, place them on park, etc. Call routing, voicemail and fax-to-email transcription, Find Me/Follow Me, and auto-dial through the CRM software are some of the most popular features. The phones also allow a user to operate up to six lines at a time.
On a personal note, Wagner used the simplicity and functionality of the ShoreTel Sky phones for a charity event. Each year, he leases 20 ShoreTel Sky phones for a phone bank he creates for his high school. Alumnae and students use the phones for a three-day fundraiser to benefit the school. “It was so easy,” he says. “All I had to do was buy a switch, plug the phones into the switch, and plug the switch into the wall. Without this technology, the school would have been challenged to conduct the drive at all. It would have been logistically, technologically, and financially impossible.”
“SHORETEL SHOWED US THEIR STRONG PORTAL THAT WOULD ENABLE MANAGERS AND PRODUCERS TO REVIEW CURRENT STATISTICS AND METRICS AND COMPARE THEM TO THEIR DAILY AND WEEKLY GOALS. WE COULD USE THESE METRICS TO MAXIMIZE EFFICIENCIES. MY ONLY CONCERN WAS WHETHER THE TRANSITION WOULD BE AS AGONIZING AS THE LAST EFFORT.”
Dan Wagner, President
Wagner states, “ShoreTel Sky has improved our business processes by giving us the capability to track employee metrics. We have experienced significant cost savings over premises-based phones and other VoIP systems through a more attractive pricing structure. Finally, the customer service has been impressive because of ShoreTel’s expertise and responsiveness. This was the most painless technology transition I have experienced.”
“SHORETEL SKY HAS IMPROVED OUR BUSINESS PROCESSES BY GIVING US THE CAPABILITY TO TRACK EMPLOYEE METRICS. WE HAVE EXPERIENCED SIGNIFICANT COST SAVINGS OVER PREMISES-BASED PHONES AND OTHER VOIP SYSTEMS THROUGH A MORE ATTRACTIVE PRICING STRUCTURE. FINALLY, THE CUSTOMER SERVICE HAS BEEN IMPRESSIVE BECAUSE OF SHORETEL’S EXPERTISE AND RESPONSIVENESS. THIS WAS THE MOST PAINLESS TECHNOLOGY TRANSITION I HAVE EXPERIENCED.”
- Aspire transitioned from its premises-based phone system to a VoIP platform to reduce expenses and obtain more phone features. The transition was problematic. Aspire suffered up to 50 dropped calls per day. Despite efforts from the carrier, it was never able to fix the problems.
- ShoreTel worked with the Aspire IT staff to design and implement a scalable VoIP phone system that would give the company the functionality, reliability, and cost savings it desired. The transition was seamless.
- Reporting metrics and tracking tools
- Reliability and consistent quality
- Considerable cost savings
- Exceptional service, support, and responsiveness