A Northern Kentucky Regional Bank

THE CHALLENGE: This bank was experiencing common “growing-pains” fueled by expansion into multiple locations. They engaged us to help gain control of multiple telephony systems. Each branch had a different on-site telephony system requiring customized, individualized management know-how, which increased complexity and became a drain on efficiency.

Existing system configuration would not permit extension to extension dialing across branches and made inter-branch communication very difficult for employees and unavailable for clients. Additionally, ranch analog trunks were saturated, leading to missed calls – that equates to missed opportunities. And a lack of call features prevented call flow functionality and automation.

GBS SOLUTION: GBS designed and implemented the ShoreTel Unified Communications solution to provide a simple, single point of management across all branches. This solution improved inter-branch communication, as well as extension to extension dialing across all branches, providing a much more efficient way in which to assist clients. The solution also consolidated and ported all Direct Inward Dial numbers of branches that were experiencing saturated analog lines into two trunked PRI’s at two geographically redundant branches. We also automated On-hours, After-hours, Holidays and Custom Auto Attendant options and recordings through a calendar year-based scheduling component.

VALUE DERIVED: The ShoreTel Unified Communications solution GBS deployed laid the telephony foundation to help the’s bank continue to expand while serving the needs of clients and employees Our solution fueled the following efficiencies:

  1. Enabled bank’s to easily expand further without having to “rip and replace”, which significantly reduced costly upgrades and downtime
  2. Assessed dial tone and were able to cancel costly analog lines not needed because we were able to port into PRI’s.
  3. Dramatically improved “ease of use”, and reduced time-to-train which typically results in costly training, certifications and reduced bank productivity.