Emeco Case Study
Innovative feature set, and resiliency post-Hurricane Katrina, made the case for ShoreTel
Five separate telephony systems across 16 sites
This patchwork of systems was creating more problems than it was solving, and could not provide the efficiencies needed to leverage the existing network in a cost-efficient manner. Furthermore, there was no centralized management.
Needed to leverage an existing IP network and unify communications
Emeco clients range from small businesses to global corporations servicing projects across Australia, Indonesia, Canada, and the United States in challenging and often remote areas. Solutions involve capital efficiencies comprising equipment rental, used machinery sales, parts supply, and asset management services.
Due to its growth in Australia and prior acquisitions, Emeco was a patchwork of systems.
“The telephony system that we were using in Australia was not integrated into the Emeco network. We are using a private IP network at the data level that connects all our sites in Australia as well as those in the U.S. and Canada,” says Alan Doyle, Emeco IT manager. “We didn’t have a window on the costs of our calls except that we were spending a considerable amount on STD and ISD call costs with over 75 percent of these calls being made to and from our own sites.”
In addition, there was no centralized management that could help the company gain the efficiencies. Each site directory was being managed separately. Changes, moves, or adds had to be accompanied by a directory change at every site, on every system, for every directory, every time.
Emeco needed a system that allowed it to leverage its existing IP network, provide consistent telephony among all 16 sites, centralized management of the complete system, and provide direct integration between the system and other UC technologies.
“Our objectives were to improve efficiency and administration of the telephony system and improve productivity through collaboration and information sharing,” explains Doyle. “We also wanted to reduce costs and instill a sense of belonging within Emeco, which is a global company.”
After sharing the issues with Perth-based telecommunications specialist Communications Plus, Emeco approached a number of providers for a solution to streamline processes.
“Our existing system was a hybrid system using IP trunking for VoIP traffic. The disadvantage was that when all the channels were exhausted, calls were rolled over to the ISDN network at STD rates,” says Doyle. “We considered other systems, but they were either too costly to implement, or did not provide the flexibility that we were looking for. ShoreTel is considered a market leader and that gave us great peace of mind.”
Centralized management and reporting creates a more robust and effective voice-based system
Emeco selected a ShoreTel UC system comprising 26 ShoreTel T1k, E1k, 30, 50, 90 voice switches, and 270 ShoreTel Phones, models IP 230, IP 565 and IP 560, as well as ShoreTel Personal Call Manager, ShoreTel Operator Call Manager, ShoreTel Mobile Call Manager, and ShoreTel Director deployed across Australia, the U.S. and Canada.
Installation in the Australia office went smoothly, and has since been rolled out to other sites. “ShoreTel’s impact on personal productivity and efficiency has been a major benefit as has been the improvement in the administration and management of the whole telephony system,” remarks Doyle. “We estimated that ShoreTel saved us, in the ICT section alone, five work hours per week in admin, and this was achieved in the first month.”
“WE CONSIDERED OTHER SYSTEMS, BUT THEY WERE EITHER TOO COSTLY TO IMPLEMENT, OR DID NOT PROVIDE THE FLEXIBILITY THAT WE WERE LOOKING FOR. SHORETEL IS CONSIDERED A MARKET LEADER AND THAT GAVE US GREAT PEACE OF MIND.”
Alan Doyle, IT Manager
Emeco Holdings Limited
ShoreTel Operator Call Manager provides handy information about incoming calls and caller history before the call is accepted. ShoreTel Mobile Call Manager was also well received by staff, and the inclusion of a ShoreTel CSTA server helped provide seamless integration with the organization’s existing Microsoft framework. Connections can be made using IM or email.
Ease of management
There were demonstrable improvements in personal efficiency by staff using ShoreTel Call Manager. “The ShoreTel Call Manager applications let users see who is available and where and when they can take calls, whether they are at their workstation or on the road as well as receive messages, which can be shared. They also get detailed reporting on all calls, which is important
when they need to contact someone overseas and there are different time zones involved,” says Doyle.
Staff can now make changes required to the system like adding people, changing numbers, or moving handsets around the site offices. “It frees IT up for more productive work,” Doyle explains. “You basically just plug the handset into the system and from there everything is essentially automated, including your directory management. The ShoreTel system has plenty of capacity and can scale up to 10,000 users. This provides long-term value over the life of the system.”
Efficiencies for growth and mobility
The remote mobile capabilities of the ShoreTel UC system have created notable efficiencies for Emeco. “A number of account managers use the ShoreTel Mobile Call Manager, saving them enormous time and effort,” says Doyle. “The system goes with them as they are constantly on the road. You can also use ShoreTel Mobile Call Manager on various other handsets.”
Mobility is a major future focus for the organization. Due to the project-to-project nature of the work, employees spend more time outside the traditional office environment. This requires them to access full resources of their desktop on their mobile and other devices, and the flexibility to elect where and when they use these resources. The ShoreTel system currently meets these needs.
“SHORETEL’S IMPACT ON PERSONAL PRODUCTIVITY AND EFFICIENCY HAS BEEN A MAJOR BENEFIT AS HAS BEEN THE IMPROVEMENT IN THE ADMINISTRATION AND MANAGEMENT OF THE WHOLE TELEPHONY SYSTEM.”
ShoreTel helps Emeco achieve unity, cost savings, and IT resources
Emeco’s original objective for deploying ShoreTel was the need for more efficient telephony that could provide a variety of productivity benefits to its operations in Australia and overseas.
“We are already achieving those benefits,” says Doyle. “We are also obtaining a variety of cost savings in STD and ISD calls to and from our sites that are now free. IT staff are now saving time on admin tasks that can be spent on more productive work, and the ShoreTel UC system provides great flexibility to users on how they use their telephone either from their PC or a handset. ShoreTel has made everyone’s jobs easier.”
- Incorporate voice in Emeco’s existing global network, and reduce excessive maintenance and usage costs and communications inefficiencies resulting from using five separate telephony systems across 16 sites in Australia, the U.S., and Canada.
- The ShoreTel UC system comprised voice switches, ShoreTel IP Phones, and ShoreTel Personal Call Manager, Operator Call Manager and Director.
- No-cost international calls
- Total visibility of staff availability
- Minimal cost to make moves, adds, and changes
- Ease of managing a global system in-house