Australia’s Freemantle Dockers Score with Powerful Unified Communications Solution
It’s summer in Australia and that means pre-season training for the Australian Football League has begun, with round 1 kicking off on 14th March. For one ShoreTel customer, the Freemantle Football Club, they’ve been back at work since December in preparation for a cracking 2014. With 40,000 members and 500 corporate partners, The Dockers, are one of the most strongly supported clubs in the Australian Football League (AFL).
Communications are critical for the Fremantle Dockers, particularly during busy member-renewal campaigns. However, due to an aging PBX system that offered poor visibility across Fremantle’s telephone service, the club had little insight into the status of calls, system bottlenecks, or service needs. It needed a communications system that could boost the quality of its customers’ experience, and improve its off-field performance. During the RFP process, ShoreTel demonstrated its easy-to-use features and the management simplicity of the highly reliable distributed architecture. These benefits gave the ShoreTel Unified Communications solution an edge over its competitors, and after a thorough evaluation, Fremantle selected a ShoreTel solution comprising ShoreTel Voice Switches, ShoreTel IP Phones and ShoreTel Communicator for the desktop with Mobile Communicator access. Benefits have included:
- Stronger visibility supports call center expansion to handle peaks in traffic
- The system easily scales to expand from the Fremantle headquarters in Western Australia to the Melbourne office at little additional cost other than handsets.
- All calls to and from its interstate office are at no charge, and by using the ShoreTel system, frontline customer service and administration can be supported from the head office.
- Email Integration with Microsoft Outlook is seamless, and employees can make or take calls from their desktop or handset.
“ShoreTel enables mobile users to manage their communications from their Blackberry and other popular smart phones, something our highly mobile workers simply love,” said Minh Tran, IT manager at Fremantle Dockers. “And because ShoreTel easily integrates with legacy PBX systems, we’ve been able to keep deployment costs and total cost of ownership low by leveraging existing investments. At the same time, we have a modern, reliable and highly efficient unified communications system. ShoreTel has helped us exceed our goal and put us ahead of the game!”