Top Oil Case Study

24 locations on a single IP Unified Communications Solution from ShoreTel.

The Challenge:

Top Oil struggled with separate phone systems across its 24 locations in Ireland. They needed to modernize but wanted to leverage the advantages of a Contact Centre across all locations to make the customer experience as effective as possible. With customers ringing a local branch to order its products, the business knew it could serve their clients more efficiently.

The Solution:

When Top Oil was presented with the ShoreTel solution and it’s Enterprise Contact Centre that would allow staff to connect irrespective of their location, it was very compelling.

When the IT team realised how easy it was to support all 24 locations from a single web browser interface, and that all applications ran over Citrix seamlessly, they were astonished. Moving to SIP has enabled the organisation to reduce line rental by €30,000 per annum.

When Management could avail of the RageSpark Campaign Management solution that was fully integrated with the ShoreTel solution and offered Screen Pop, Call Tagging, Call Recording with automated PCI compliance, they were convinced the solution from Phone Pulse was a perfect match.

Phase II of the solution design offered CRM integration with advanced call tagging, and powerful reporting capability in conjunction with the ability to easily create their own outbound campaigns. This has been a significant step forward for Top Oil who now have created an Outbound Campaign team to leverage a significant return on investment in the ShoreTel solution.

For more information or to trail our ShoreTel Cloud offering, email david@phonepulse.ie or call us on 01-2863998.