Strategic IT Staffing Case Study
ShoreTel Sky enables Strategic IT Staffing to improve customer relationships
Basic VoIP can’t do the job
Strategic IT Staffing works hard to build an intimate relationship with each client. Those bonds depend heavily upon communications, making the firm’s phone system integral to its business. Basic VoIP phones lacked the necessary performance.
Upgrade from entry-level phones with no features or support
Based in California, Strategic IT Staffing is the company you call when you need a specific IT skill set for a project or simply to augment your IT staff. The company has morphed into a successful staffing firm with a large database of qualified candidates and access to millions of prospects through social media, job boards, and advertising.
Unlike big-box staffing firms with thousands of employees, who may treat each client similarly, Strategic IT Staffing works hard to build an intimate relationship with each client. Those bonds depend heavily upon communications, making the firm’s phone system an integral part of its business.
As a small startup company, Strategic IT Staffing began with a basic VoIP phone system that didn’t have any bells or whistles. Although the inexpensive phones gave the firm the ability to make and receive calls, the call quality was poor and the system was unable to integrate with other business applications. A few employees were working remotely, but without reporting capabilities, there was no accountability as far as who was doing what on the phone.
“Our phones often sounded choppy, like calling on Skype – not exactly the image we wanted to portray to our clients or our prospects,” says Jonathan Brose, business development manager. “The phones came with no support, so we were stuck trying to service them ourselves. I knew there were other options on the market that would not only improve our call quality, but also provide cool features that could incorporate our metrics. It was time to make a change.”
ShoreTel Sky hosted VoIP is the Best prospect
Brose researched several VoIP providers and found ShoreTel Sky was more robust than any other VoIP solution he had seen. The ShoreTel Sky phone system integrated with the firm’s Salesforce.com CRM platform and recruiting software, Jobscience. It offered all the features Brose wanted with the support he needed.
“Having our phones integrated with our central business applications was essential,” says Brose. “It’s a recruiter’s job to find the best talent and they should be on the phones constantly. If we’re struggling to find the right candidate for a position, as a manager I can look at the reports from my ShoreTel Sky online portal and see how many calls the recruiter has made and how long they were on each call. This information lets me know if the problem of finding talent is on our end or we’ve given it 100 percent and just haven’t found the right candidate yet. It brings accountability and gives me a sense of what’s going on. It’s nice with some of the CTI adaptation and how it works with our Salesforce.com platform; it’s mostly automated, so there isn’t any call logging or extra administrative work.”
In fact, the Salesforce.com integration automatically logs every call and creates a report with detailed call information. Even when Strategic IT Staffing employees are working remotely, the ShoreTel Sky phones document activity and extend the accountability outside of the physical office. The recruiter can add notes from the conversation and move on to the next call. With everything documented, the prospect and client receive better service and a more personal experience.
Strategic IT Staffing uses the Find Me Follow Me feature that allows users to program calls to ring specific phones either in tandem or sequentially. For instance, a user can program incoming calls to ring their office phone two times and then their cell phone and/or home office phone. Employees can also read voicemails in their emails, saving time from having to log into their voicemail and listen to each message. Another popular call management feature is Phone Assistant, which routes calls to specific departments or staff members to ensure the caller gets to the right person.
“HAVING OUR PHONES INTEGRATED WITH OUR CENTRAL BUSINESS APPLICATIONS WAS ESSENTIAL. I CAN LOOK AT THE REPORTS FROM MY SHORETEL SKY ONLINE PORTAL AND SEE HOW MANY CALLS THE RECRUITER HAS MADE AND HOW LONG THEY WERE ON EACH CALL. IT BRINGS ACCOUNTABILITY AND GIVES ME A SENSE OF WHAT’S GOING ON.”
Business Development Manager
Strategic IT Staffing
When companies are transitioning phone systems, the installation process can often be the biggest headache, particularly when phones are such a fundamental part of the business. The nature of a hosted VoIP phone system eliminates the inherent hassles of on-premise installations. With ShoreTel Sky, once the phones are delivered and routers and switches installed, the phones simply plug in and can be customized per user. New offices or employees can be added within minutes. “When we hire a new employee, it literally takes 10 minutes
to set them up in the company directory and have them working,” says Brose. “The administrative process is negligible.”
Improved call quality, seamless integration, and helpful reporting tools
Phones may seem like a trivial piece of a technology, but for Strategic IT Staffing, they are what connects them to their clients. “Our differentiating factor is the personal attention we give our clients,” says Brose. “If they can’t reach us or get disconnected, that erodes the trust we try so hard to build.”
It is critical that the phones are reliable and functional, but also offer good call quality. According to Brose, the ShoreTel Sky phones are significantly better than their previous phones, giving them crystal clear communications from the office or home. “The service from ShoreTel Sky has been great, although I can’t remember when I had to call them,” says Brose. “The system is so intuitive and easy to use, it practically runs itself. As the go-to person for technology, that is a huge relief for me.”
“If you’re a company that’s in a metrics environment (sales or marketing) based on human interactions on the phone, you need reporting capabilities to see what sales is doing,” he says. “ShoreTel Sky’s suite of tools gives managers the ability to track when clients are calling and being called, ensuring calls aren’t missed, and provide top customer service. It’s also an affordable option for growing organizations who need flexibility and scalability.”
“SHORETEL SKY’S SUITE OF TOOLS GIVES MANAGERS THE ABILITY TO TRACK WHEN CLIENTS ARE CALLING AND BEING CALLED, ENSURING CALLS AREN’T MISSED, AND PROVIDE TOP CUSTOMER SERVICE. IT’S ALSO AN AFFORDABLE OPTION FOR GROWING ORGANIZATIONS WHO NEED FLEXIBILITY AND SCALABILITY.”
- Strategic IT Staffing used a basic VoIP phone system that didn’t have any bells or whistles. Although the inexpensive phones gave the firm the ability to make and receive calls, the call quality was poor and lacked integration with other business applications.
- More robust than competitors, the ShoreTel Sky phone system integrated with the firm’s Salesforce.com CRM platform and Jobscience, its recruiting software. It offered all the features the company wanted with the support it needed.
- Integration with other business software
- Online management portal
- Reporting and tracking tools
- More personal customer service