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