Inflow Communications has recently completed the ShoreTel phone system implementation for Traeger grills. The project involved designing and implementing a VOIP-ready network, installing ShoreTel at their corporate offices located in Wilsonville, and deploying IP handsets to their remote offices throughout the country.
The move to ShoreTel was a positive one. In addition to replacing their failing, antiquated phone system, we took the opportunity to address a number of other organizational needs for Traeger. Of those needs, the following were the most impactful:
Improved customer service through call center technology: Using ShoreTel’s built-in workgroup / ACD functionality, callers can be routed to the right Traeger employee quickly and efficiently. Tools like queue monitoring, priority routing based on caller ID, and supervisor tools (whisper page, record, silent monitor, etc) significantly improved their customers’ telephony experience and customer service.
Ease of use and administration: The administration experience was improved 1000%! Tasks like adding users, changing auto attendant greetings, and call routing changes can be accomplished in seconds from anywhere using ShoreTel’s web-based admin tool.
Mobility tools: Remote customer service employees and executives can have their extension be assigned anywhere—from their desk phone to their mobile phone and a PC-based soft phone.