Weber State Credit Union Case Study
ShoreTel VoIP architecture was right on the money by providing Weber State Credit Union extensive integration and robust contact center features
End-of-Life System Lacked Business Productivity Telephony Features
Fifty-year-old Weber State Credit Union has 10,000 members and a staff of 43. Its existing Mitel 3300 system was at the end of life, and the platform was unable to accommodate growth. Adding agents or handsets required an expensive hardware and software upgrade, and the system was impossible to manage in-house.
Finding a Scalable, Automated Solution with Robust Reporting
Weber State Credit Union was at a crossroads. As the credit union staff continued to grow and new branches initiated the need for support, it became apparent that there weren’t any Mitel engineers in the area who were capable of expanding or maintaining the system. In addition, the Mitel platform was unable to scale without a massive, and expensive, hardware and software upgrade. At that point, it made more sense to look at a new phone system.
“Sadly, the Mitel system was only nine years old, but to do any administrative functions like adding an agent or reassigning handsets and extensions was a nightmare. Little things like that really made a big difference in efficiency,” said Ben Christensen, vice president and CIO at Weber State Credit Union. “We were on our own and couldn’t even hunt down documentation.”
An informal RFP was fielded to several organizations, but none had the expertise to deploy contact center reporting features, nor the experience to integrate the system with Weber State Credit Union’s financial platform and IVR capabilities.
“I’ve been involved in different telecom solutions at other institutions and I was very familiar with Cisco and Avaya, the old Nortel, and NEC. I knew what functionality we were looking for and at what price point. As I started to dig deeper into ShoreTel and talk with different resources, I was sold,” said Christensen.
A week after contacting a ShoreTel partner, Christensen received a detailed and complex project plan that included a specialist to handle the in-depth ECC features and integration.
ShoreTel is a Natural Fit for Credit Unions
As the planning progressed, it became clear that ShoreTel unified communications and ShoreTel Enterprise Contact Center were a natural fit for Weber State Credit Union.
“By integrating with our financial platform, Symitar, agents receive information about the member from an auto pop feature, which has improved efficiency and customer service,” said Christensen.
The phone system, auto attendant, reporting and 98% of the features were deployed within a six-week window. During the cutover, Weber State Credit Union’s team unplugged Mitel and plugged in ShoreTel. Since the cutover, there hasn’t been a single hiccup or a minute of downtime.
Post-deployment, training staff became a priority. A special lab was set up so staff members could have firsthand experience with the phones and the software. Feedback was phenomenal. Employees found the ShoreTel system very intuitive. For IT, scheduling, add/changes/moves, and programming handsets has been seamless – a night-and-day difference compared to Mitel.
ShoreTel has changed the way Weber State Credit Union employees do business. Using the ShoreTel Communicator instant messaging feature is standard operating procedure.
“I think the biggest improvement is that users have migrated away from managing calls on the handset to the desktop for basic functions like call forwarding, transferring a call, setting up conference calls and recording phone calls. Now they just click on the screen,” said Christensen.
Reporting capabilities offer historical and real-time snapshots of efficiency, and the auto attendant has lightened the load in the contact center. Before the call is presented to the agent, the pop-up feature elicits the member’s account number and basic information. In addition, the auto attendant offers callers several different options and directs the member to the right department, enabling staff to answer within the first 30 seconds.
“BY INTEGRATING WITH OUR FINANCIAL PLATFORM, SYMITAR, AGENTS RECEIVE INFORMATION ABOUT THE MEMBER FROM AN AUTO POP FEATURE, WHICH HAS IMPROVED EFFICIENCY AND CUSTOMER SERVICE.”
Vice President and Chief Information Officer
Weber State Credit Union
Integration into Symitar is streamlining business processes. The database lets agents know if the member has delinquent loans or a payment that’s overdue and pulls up the last six transactions on the account and the security information within 20 seconds.
Symitar software also includes an Integrated Voice Response (IVR) solution. The IVR solution enables automated reporting so Weber State Credit Union can see how many transfers a member makes, how many times they call in, and frequency of usage. This gives the organization visibility into what products and services a member uses. Additional improvements are anticipated as IT continues to automate various aspects of the ShoreTel system.
ShoreTel Saves Weber State Credit Union Time and Money
Prior to the ShoreTel deployment, Weber State Credit Union didn’t know how many calls were coming into the contact center or its volume patterns. With insight into call period volumes, administrators can assign resources to the contact center based on demand, which has enabled the organization to hire fewer personnel.
A live chat feature on the website is next on the agenda. The Weber State Credit Union help desk receives 20 to 50 email messages a day. With a website chat service, members will receive immediate answers to questions rather than having to wait for an email response.
With the ShoreTel Mobility feature, the organization plans to offer business services after hours without keeping the office open.
“We can set up employees at their home and let them manage the call queues. This will enable us to offer extended hours and provide better customer service with less overhead,” explained Christensen.
“ShoreTel is a dynamic, intuitive, robust and manageable solution. Since we went live, we’ve had zero downtime. We have redundancy on every database and all of it’s automated. On a scale of 1 to 10, ShoreTel is absolutely a 10,” said Christensen.
“SHORETEL IS A DYNAMIC, INTUITIVE, ROBUST AND MANAGEABLE SOLUTION. SINCE WE WENT LIVE, WE’VE HAD ZERO DOWNTIME. WE HAVE REDUNDANCY ON EVERY DATABASE AND ALL OF IT’S AUTOMATED. ON A SCALE OF 1 TO 10, SHORETEL IS ABSOLUTELY A 10.”
Vice President and Chief Information Officer
Weber State Credit Union
Enable Weber State Credit Union to accommodate growth, integrate with its customer service and financial services platform, Symitar™, deploy IVR capabilities and advanced contact center features.
The ShoreTel UC deployment included a VoIP system, ShoreTel Enterprise Contact Center, ShoreTel IP phones, ShoreTel Communicator, ShoreTel Mobility, and ShoreTel switches.
- Contact center reporting
- Remote workforce capabilities
- Ease of administration
- Elevated customer service
- Integration of Symitar and IVR applications