AP+M Case Study
AP+M uses ShoreTel Mobility to simplify smartphone integration and capitalize on ShoreTel UC and cost-saving call capabilities
Escalating costs drive change
To maintain its reputation, AP+M needed to lay a better foundation for business communications. A decades-old telephone system and longdistance charges added to the problem for this turbine engine parts distributor.
VoIP system that unified 50 disparate systems
Headquartered in Boynton Beach, Florida, with another location in Texas, AP+M is the largest independent stocking distributor of aeroderivative and heavy industrial gas turbine engine parts. “We’re a distribution company—customer service is our business. Being able to communicate with customers is critical to our success. Our executives and staff are very mobile these days, both in country and overseas, and we need to ensure that customers can reach us quickly and easily, no matter what or where,” says Angelo Fraioli, vice president and controller for AP+M.
To begin looking for a new communications solution, AP+M inventoried its existing telephone concerns and future business requirements. Fraioli was looking for a mobility solution as well as a more modern, simpler phone system.
“Our sales reps felt like prisoners because of the inability to easily forward phone calls. Everyone here uses an iPhone. We employ a receptionist solely to answer phones. A new platform would need to accommodate our on-the-go work style and help us make more efficient use of headcount,” Fraioli states.
AP+M had an Avaya PBX system that was installed during the 1980s. Parts were no longer available for some of its equipment and the system used POTS lines. Fraioli was interested in switching to Voice over IP (VoIP) to deliver voice and data communications.
To assist with the search for a new system, AP+M enlisted a third-party vendor, which helped AP+M conduct a thorough evaluation of major telecommunications vendors, including VoIP solutions from Avaya, Cisco, Nortel, and ShoreTel.
Turbo charging efficiency while lowering costs
AP+M chose ShoreTel for the cost efficiency and quality of its VoIP platform. “Our initial analysis showed that the ShoreTel system could help us lower long distance and data costs by up to 40 percent, and the ease of being able to manage the system was impressive. We calculated a potential payback on our investment in only two years,” recalls Fraioli.
The ShoreTel UC solution comprised ShoreTel telephones, switches, and licenses, along with ShoreTel Mobility and ShoreTel’s Salesforce.com™ Call Center Adapter. Fraioli had wanted to purchase a new IP-based phone system at the same time as a mobility package, and ShoreTel provided everything in one easy-to-use platform.
ShoreTel UC has a unique distributed architecture that leverages feature-rich IP phones and provides advanced call controls, extensive integration, and plug-and-play simplicity for managing realtime communications at the desktop or from mobile devices.
With the communicator built-in interface, users seamlessly move between voice, video, and instant messaging for streamlined workflows and simpler collaboration. The ShoreTel platform ensures 99.999 percent availability for mission-critical business continuity, with N+1 redundancy and switch-based hardware. In case of a WAN failure, the phone system will continue to make and receive calls.
AP+M also implemented the Salesforce.com Call Center Adapter for full integration with the ShoreTel UC desktops and mobile devices. The Salesforce.com Call Center Adapter allows users to add a Softphone tool to the sidebar of any Salesforce. com page, and to activate screen pops, instantly access account records, and place calls from hyperlinks on the page. Customizable and easy to use, the Adapter helps Salesforce.com users coordinate all their business communications within a single application.
“OUR INITIAL ANALYSIS SHOWED THAT THE SHORETEL SYSTEM COULD HELP US LOWER LONG DISTANCE AND DATA COSTS BY UP TO 40 PERCENT, AND THE EASE OF BEING ABLE TO MANAGE THE SYSTEM WAS IMPRESSIVE. WE CALCULATED A POTENTIAL PAYBACK ON OUR INVESTMENT IN ONLY TWO YEARS.”
Angelo Fraioli, Vice President and Controller
Fueling productivity with ShoreTel Mobility
Because AP+M staff is always on the go, Fraioli wanted the VoIP solution to make it easy for customers to reach the right person, regardless of location or device. ShoreTel Mobility facilitates easy, secure, and cost-effective integration of smartphones and tablets with existing enterprise applications and infrastructure.
“For us, it’s all about being able to readily communicate with customers and each other, from any device, from any location, at any time. ShoreTel Mobility gives us that level of versatility and helps us collaborate in the ways that work best for us. We have the power of the desktop on our phones,” Fraioli explains.
ShoreTel fuels savings and streamlines business practices
Since implementing its ShoreTel UC solution, AP+M has realized impressive benefits and savings. “Because all staff members now have their own extension and the ability to forward phones, we no longer had need for the switchboard. We were able to eliminate the receptionist position and move that employee to a more strategic role in the company—a win-win with annual savings of $45,000,” details Fraioli.
More than a third of the company’s employees are using the Mobility features so far. “Mobility is helpful because we have a nice Wi-Fi network and can make free phone calls overseas. The ShoreTel system automatically finds the most cost-effective way of routing calls, which helps cut international roaming and long-distance costs. We’ve already cut our phone bill by 25 percent,” Fraioli adds.
AP+M employees are using the Salesforce.com Call Center Adapter to improve customer service with the screen pops and automated call logging. Previously, the only way to log calls and customer information was to manually cut and paste data. AP+M is currently looking at coding its customers for even greater service.
“THE BOTTOM LINE FOR US IS THAT SINCE DEPLOYING THE SHORETEL SOLUTION IS WE’VE SEEN REAL RESULTS. OUR SUCCESS DEPENDS ON COMMUNICATIONS AND WE HAVE DEFINITELY IMPROVED THERE—PRODUCTIVITY OF THE SALES TEAM, AVAILABILITY AND ACCESSIBILITY FOR OUR EXECUTIVES, AND MUCH BETTER CUSTOMER SERVICE.”
“The bottom line for us is that since deploying the ShoreTel solution is we’ve seen real results. Our success depends on communications and we have definitely improved there—productivity of the sales team, availability and accessibility for our executives, and much better customer service,” concludes Fraioli
- AP+M needed to replace a limited PBX system to improve communications with customers, simplify connectivity for its mobile workforce, and save money on long-distance phone charges.
- The ShoreTel UC Solution provided ShoreTel Mobility licenses, ShoreTel Unified Communications, and a Salesforce.com™ Call Center Adapter.
- Lower long distance and data costs by up to 40 percent
- Achieve ROI in two years
- Eliminated switchboard, saving $45,000 annually
- Intuitive collaboration tools