Fujitsu Network Communications Case Study
Fujitsu Network Communications replaces legacy PBX with ShoreTel solutions to reduce operational, maintenance, and labor costs
Wanted: telephony innovator for system replacement
Fujitsu Network Communications is focused on the highest-quality results. When it needed to replace its own phone system to facilitate greater efficiencies, productivity, and workforce mobility, it turned to ShoreTel.
Need for 24x7 customer service
Fujitsu Network Communications services its customers around the clock. Ensuring highcaliber connectivity and collaboration are very important to meeting customer expectations. “We operate an NOC, which monitors and manages the telecom network’s condition and performance and availability. The NOC impacts our internal and external customers so it’s imperative we stay connected. We use the phone system for sales and marketing, for the NOC, for running our business effectively 24 by 7,” says Bob Ess, senior director of IT at Fujitsu Network Communications.
The company was running a legacy PBX system across three main U.S. locations. The system had exceeded its useful life, and finding parts was difficult. Fujitsu Network Communications had to rely on in-house labor to support the system. Overall, it was becoming cost prohibitive with little return on investment.
Ess chose to work with a next-generation IP network vendor, Westron Communications, to find the right Unified Communications solution. “We ran a business case and financial analysis against each of the potential vendors that submitted proposals. ShoreTel was the only solution that met our requirements 100 percent. We chose ShoreTel for its distributed architecture, ease of installation and management, and the overall low cost of operations,” Ess says.
ShoreTel UC fosters simpler business processes, staff collaboration, and customer call management
Fujitsu Network Communications selected a ShoreTel UC Solution comprising ShoreTel Communicator, ShoreTel Mobility, ShoreTel VPN Concentrator, and nearly 1,500 ShoreTel IP Phones and 1,700 active endpoints.
To help ensure Fujitsu has the help it needs when it has questions about ShoreTel, it purchased a ShoreTel Enterprise Support contract. The ShoreTel Enterprise Support Program is designed for customers that wish to have a direct service relationship with ShoreTel. Although a number of options are available, a typical post-implementation support package might include support directly from ShoreTel, telephone technical support, software updates, three hardware replacement options, Web-based administrator training and Web-based end-user training, as well as access to online support resources and tools.
The ShoreTel platform provides feature-rich productivity tools and deep integration with mainstream business applications and mobile devices for straightforward and cohesive communications.
With ShoreTel Communicator, Fujitsu employees can readily move between voice and data tools on the desktop via a highly customizable and intuitive interface. Communicator simplifies the day-to-day interactions of NOC staff requiring versatile tools for managing real-time communications, and streamlines how Fujitsu |sales and marketing teams work across diverse Web and mobile environments.
“We can all work in the ways that make sense, from the desk phone or computer or mobile or remote locations. The application integrates with Outlook and provides visual voicemail, all sorts of routing options. Communicator puts all sorts of advanced call management tools at the users’ fingertips,” says Ess.
“WE RAN A BUSINESS CASE AND FINANCIAL ANALYSIS AGAINST EACH OF THE POTENTIAL VENDORS THAT SUBMITTED PROPOSALS. SHORETEL WAS THE ONLY SOLUTION THAT MET OUR REQUIREMENTS 100 PERCENT. WE CHOSE SHORETEL FOR ITS DISTRIBUTED ARCHITECTURE, EASE OF INSTALLATION AND MANAGEMENT, AND THE OVERALL LOW COST OF OPERATIONS.”
Bob Ess, Senior Director of IT
Fujitsu Network Communications
ShoreTel VPN Concentrator is used to enable fast, secure connection to the ShoreTel network from remote locations. For employees who use a broadband router at home or the remote location, users simply key in a secure configuration that connects to the VPN Concentrator. Then the remote phone will function as if it were in the office, providing access to all the ShoreTel UC features.
Fujitsu Network Communications employees are also taking advantage of ShoreTel Workgroups, a simple contact center utility tightly integrated with the ShoreTel phone system. The NOC is using Workgroups for its call center operations to enhance customer interactions with intelligent call routing and queuing options, and flexible scheduling and reporting functions—all at a lower total cost of ownership.
ShoreTel Mobility deployment results in significant cost savings
Fujitsu Network Communications is rolling out ShoreTel Mobility to all the corporate smartphones, starting with the sales teams. ShoreTel Mobility extends voice and UC applications to mobile platforms and automates the selection of the best network—3G/4G, Wi-Fi, or cellular—for optimizing costs, call quality, and coverage. With secure enterprise communications for mobile workers, ShoreTel Mobility helps organizations to better control costs, while allowing users to leverage a single converged device without having to learn a new interface.
“We have plans to fully implement ShoreTel Mobility. Most users are using iPhones now. We chose ShoreTel Mobility for the significant cost savings on international roaming and to have the full PBX capabilities on our smartphones. We’re able to better unify and simplify how users can pool resources and work,” Ess concludes.
“MOST USERS ARE USING IPHONES NOW. WE CHOSE SHORETEL MOBILITY FOR THE SIGNIFICANT COST SAVINGS ON INTERNATIONAL ROAMING AND TO HAVE THE FULL PBX CAPABILITIES ON OUR SMARTPHONES. WE’RE ABLE TO BETTER UNIFY AND SIMPLIFY HOW USERS CAN POOL RESOURCES AND WORK.”
- Fujitsu Network Communications required a better telephony solution than its end-of-life PBX system, to effectively support a 24x7 network operations center (NOC), while reducing maintenance costs, administrative spend, and TCO.
- Fujitsu selected a ShoreTel UC Solution that includes ShoreTel Communicator, ShoreTel IP Phones, ShoreTel VPN Concentrator, ShoreTel Enterprise Support, ShoreTel Workgroups, and ShoreTel Mobility.
- 75 percent reduction in administrative time and costs
- Cost savings on third-party services and leases
- Lower mobile device costs
- Improved reliability and uptime