RETAIL/AUTOMOTIVE SUCCESS STORY
Headquarter Toyota Implements Unified Communications across Locations to Drive Cost Savings and Productivity CHALLENGE:
• HeadquarterToyotaneededtoimprovecommunicationsacrosslocationswhileaddingdepthandeasetothewaysemployeesinteractwitheachotherandwithcustomers.
SOLUTION:
• ThedealershipreplacedaNortelMeridianPBXsystemwithaShoreTelUnifiedCommunications(UC)solution,comprising:ShoreTelIPtelephones,modelsIP115,IP230,IP265,andIP565;ShoreTelVoiceSwitches,models90,90V;ShoreTelProfessionalCommunicator
BENEFITS:
• Providesthedealershipwithacohesivedeliveryofservicesacrosstheentireorganization,whichexpeditesthesalesprocess,connectsstaffatbothlocations,andmakestransactionsmorecomfortableforcustomers.
• Savecostsbyreducingtravel,enabling4-digitdialingbetweenlocations,intuitivedesktopproductivitytools,andrequiringlessstafftomanagethephonesolution.
• EnablesHeadquarterToyotatocommunicatemoreeffectivelywithtoolssuchasinstantmessaging(IM),fluidchatoptions,Presencefeaturesforimprovedcallvisibility,videoconferencingforcollaborativeface-to-facemeetingsregardlessoflocation,andtheFindMefeatureforreachingmobilestaff.
ForHeadquarterToyotastaff,helpingcustomersfindthebestautomotivesolutionisbothartandscience.Builtwitha22,000squarefootfacilityandstate-of-the-artshowroomnearlyadecadeago,HeadquarterToyotawasthefirstdealershipofitskindintheUnitedStatestocombineprogressivearchitecturaldesignandpioneeringtechnologytoenhancethecustomerexperience.LocatedinMiami,Florida,andrankedwithinToyota’stop20volumedealers,HeadquarterToyotaisathrivingfamily-owneddealershipofferingnew,usedandrentalcarandtruckservicesandoutstandingcustomerservice.RecentlythecompanyexpandedtoincludeaseconddealershiplocationinCentralFlorida,morethan200milesaway,andtheneedtounifybusinesscommunicationsbecameparamount.
“Wewantallofourassociatestobetrainedandequippedwiththetoolsthatprovideoutstandingservicetothepeoplewhowalkthroughthedoors.Becauseweprideourselvesonneverlosingacustomer,andalwaysoperatingwithintegrityandasmile,
weknewthathavingasinglemodernVoiceoverIPtelephonesystemwouldbecriticaltothatmomentum,”saysJudySerra,controllerandassistantgeneralmanageratHeadquarterToyota.
Jangling the Keys of Change with VoIP
Withtwolocationsandnow300employees,thecompanysoughtmoreefficientwaystoconductmeetingsandexpeditestaffinteractionswhilefosteringacohesiveworkingenvironment.WhileHeadquarterToyotahasalwaysutilizedtechnologyinnovationstosupportsalesstaffandfacilitateefficientprocesses,itsexistingphoneinfrastructurewasdecadesoldbuthadsufficedfortheonelocation.
Theseconddealership,HeadquarterHonda,isanewfacilitythathasachievedtheprestigiousLeadershipinEnergyandEnvironmentalDesign(LEED)platinumcertificationawardedbytheU.S.GreenBuildingCouncil,thenationalbenchmarkforhigh-performancegreenbuildings.Fromavegetation-coveredroofthat
AgrowingautodealershipusesShoreTelUnifiedCommunicationstoconnecttwolocationsforscalableVoIP,streamlinedworkprocesses,andimprovedcustomerinteractionsandstaffefficiencies.
ShoreTel and Headquarter Toyota PAGE 2
helpsgeneratethebuilding’spowertoreclaimedwatertanks,HeadquarterHondaisallaboutefficiency.
Serrawantedtobuilduponthetech-savvyandenvironmentallyfriendlystrengthsofthedealershipswiththerightVoIPsolution.“Wewantedtoconnectthetwositesandaddadimensionofproductivitytools,suchas4-digitdialing,screenpops,chatandinstantmessaging,tomakedailyworkinteractionsuncomplicatedandmeaningful.WeneededtoensurethatanewIPsolutionwouldfullyintegratewithourADPandotherindustryapplicationswithoutcausinganyextraworkforusers.Andhavingavideoconferencingcomponentcouldalleviatethecostandtimeforstafftodrivethelongdistancesforcompanymeetings,”shenotes.
TohelpshapeaVoIPsolutionforHeadquarter,SerraenlistedthehelpofTeleSwitch.TeleSwitch,aShoreTelandbridgeSpeakReseller,proposedaturnkeysolutionofferingtheadvancedIVRfunctionalityofbridgeSpeakwiththeShoreTelUCplatformtohelpHQToyotadeliverunparalleledcustomerservice.ShoreTelhaspartneredwithautomotivespecialistsbridgeSpeakandOAISYSsoautomotivecompaniescanchoosebest-in-classcommunicationapplicationsthatmeettheirspecificbusinessneeds.Armedwiththelistofrequirements,Headquarterconsidereddemonstrationsandproposalsfromallthemajortelephonyvendors,includingAvaya,Cisco,MitelandShoreTel.
“Wecomparedfeatures,pricingandsupportfactors.Whileeachvendorhadsomeofwhatwewerelookingfor,onlyShoreTelofferedacompellingwholesolution—thesimplicityoftheuserinterface,thescalabilityoftheinfrastructure,andasophisticatedyeteasy-to-manageIParchitecture—eventhedemowassimpleandsmart.Thedemosfromothervendorseitherdidn’tworkproperlyorneededmoreproducts.TheShoreTeldemojustpluggedinandtwominuteslater,itwasupandrunningandeverythingworkedaswe’dhoped,”Serrasays.
Adding VoIP Horsepower with ShoreTel Unified Communications
DeployingaShoreTelUnifiedCommunicationsPlatformenabledHeadquartertotransformhowemployees
caninteractwitheachotherandwithcustomers.AspartoftheShoreTelUCPlatform,coresoftwareprovidesuserswithintuitiveandessentialcapabilitiessuchasvoicerouting,automatedattendant,unifiedmessaging,reportingtoolsandrobustworkgroupfunctionality.ShoreTelDirectorgivesITadministratorsasingleweb-basedmanagementinterfaceforvisibilityandpoint-and-clickcontrolacrossthescalableIParchitecture.Consequently,HeadquarterispositionedforlowerTCOandgreaterworkproductivity.
ShoreTelVoiceSwitcheswereinstalledateachlocationforredundancyandreliablenetworkedcommunicationacrossthecompany,sothatbothsitescanworkindependentlyintheeventofunforeseenoutages.ShoreTelIPTelephoneswereinstalled,includingmodelsIP115s,IP230s,IP265sandIP565s,toaddressHeadquarter’sdiversecallhandlingrequirementswithphenomenalclarityandtoallow4-digitdialing.ShoreTelProfessionalCommunicatorisalsopartofthesolution,addedtohelpusersexploitthepowerandflexibilityoftheVoIPinfrastructurewithafullsuiteofproductivitydataandvoicetools.ShoreTelsystemsarebuiltfromthegroundupwithafullydistributedIParchitectureandnosinglepointoffailureforhighavailabilityofsystemsacrossthedealerships.
“Originally,wewereconcernedabouthowtohandlethecutoverandalsothetrainingbecauseweneededtheoldphonestostayupforinboundcallswhileimplementingtheShoreTelsystem.Ourpartnersmadesurewewereabletohavebothsystemsrunningduringimplementationsothatstaffhadtimetostartusingthenewsystemwhilehandlingcallsontheoldsystem.Andwehadnointerruptionofserviceatthecutover.Thatwasgreat,”statesSerra.
OntheteamworkinvolvedtoorchestratetheVoIPstrategy,Serrahadnoshortageofaccolades.“ThiscommunicationtransformationhasbeenanamazingexperienceforourHeadquarterfamily.Agreatteamhasbeenassembledacrosstheboard.IhavebeensopleasedwitheverypersonthatI’vemetwhoworksatShoreTel.AndtheprofessionalsatTeleSwitchandbridgeSpeakhavebeensoaccommodatingandoutstanding,”shesays.
“ShoreTel offered a compelling
whole solution—the simplicity
of the user interface, the
scalability of the infrastructure,
and a sophisticated yet easy-
to-manage IP architecture.”
Judy SerraController/AssistantGeneralManagerHeadquarterToyota
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About ShoreTel
ShoreTelistheproviderofbrilliantlysimpleUnifiedCommunication(UC)solutionsbasedonitsaward-winningIPbusinessphonesystem.Weofferorganizationsofallsizesintegrated,voice,video,data,andmobilecommunicationsonanopen,distributedIParchitecturethathelpssignificantlyreducethecomplexityandcoststypicallyassociatedwithothersolutions.Thefeature-richShoreTelUCsystemoffersthelowesttotalcostofownership(TCO)andthehighestcustomersatisfactionintheindustry,inpartbecauseitiseasytodeploy,manage,scaleanduse.Increasingly,companiesaroundtheworldarefindingacompetitiveedgebyreplacingbusiness-as-usualwithnewthinking,andchoosingShoreTeltohandletheirintegratedbusinesscommunication.ShoreTelisbasedinSunnyvale,California,andhasregionalofficesandpartnersworldwide.Formoreinformation,visitshoretel.com.
Revving Productivity with Chat, Screen Pops, Video and More
SomeofthetoolsthatHeadquarteremployeesquicklyembracedincludetheChatandtheScreenPopfeatureprovidedbybridgeSpeak.“Chathelpsthesalesteamwhentheyareconductingacustomersalestransaction,keepingtheinteractionsandnegotiationsfluidbetweenourassociateandourcustomer—ratherthantheassociatehavingtoleavethedeskseveraltimesforapprovalsorsuch,whichcanbedisruptiveoruncomfortableforthecustomer.Chatalsofacilitateseasierreal-timeinterfacebetweenemployees,whichcanbeacceleratedtoaphonecallfromthesamescreenifneeded.ScreenPopsarealsoimportantforoursalesandservicedepartments,andfortherentalcarprogram,”Serrasays.
AlsobecomingcentraltothenewwayofworkingatHeadquarterToyotaandHeadquarterHondaisShoreTelVideoConferencingwhichispartofShoreTelProfessionalCommunicator.“Videoconferencingallowsusalltoattendthesamesalesmeetingwithouttheneedtotravel.Sowe’rebuildingclosenessamongstaffwhilesavingmoney.ThesameistrueforouraccountingandHRdepartments—theycancoordinateandholdmeetingswithoutgettingintheircars,andstillenjoythefacetime,theteambuilding,”Serracontinues.
Moving Forward for Improved Cost Savings and Productivity
TheHeadquarterfamilyisalreadyreapingthebenefitsofitsShoreTelUCPlatform,fromcostsavingsandefficienciestoreadilyavailableproductivitytools.“Sincedeployingthesolution,we’veseensavingsintravelcosts,callingcostsandinpersonnelcosts.Thepracticaltoolsandthe4-digitdialingcontributetotheeffectivenessofallourstaff,andwehaveanewdimensionofpredictiveandintuitivecommunication.AndbecausetheShoreTelsystemissostraightforward,weonlyneedonepersontomanagethephonesystemratherthanoneforeachlocation.Asaresult,we’resimplyspendinglessandgettingmore,”Serraexplains.
Movingforward,Headquarterplanstocontinueservingitscommunitiesandpossiblyexpandingwithadditionaldealershiplocations.“Oneofthemoresignificantcostsavingfactorswillmaterializeasweexpandourdealershipfamily.WiththeShoreTelarchitecturethatissoeffortlesstoscale,wecansaveaswegrowonbothequipmentandcomplexitieswithquickrolloutstonewlocations.ShoreTelhashelpedusachieveamoreuniformdeliveryofcustomerserviceacrossourentireorganization,andabetterwaytowork,”Serraconcludes.
“Since deploying the
solution, we’ve seen savings
in travel costs, calling costs
and in personnel costs.
We’re simply spending less
and getting more.”
Judy SerraController/AssistantGeneralManagerHeadquarterToyota
