Connect Your Customers' Satellite Offices With VoIP

Stoffel Equipment is a forklift dealer with headquarters in Milwaukee and satellite locations throughout the state. Each location used a different phone system and telephone service provider. This diversity prevented Stoffel from reaching its goal of using the company's Milwaukee headquarters as a central call center, with the ability to connect clients with representatives in any one of its satellite locations. Looking for a way to overcome this challenge, Stoffel contacted Interconnect Communications, a Wisconsin-based VAR specializing in networking, VoIP (voice over Internet Protocol), and security.

Interconnect identified that the best way for the forklift dealer to establish a common communication platform was with a VoIP solution that would integrate voice services with the company's common data network. Once the details were determined, Interconnect Communications partnered with industry distributor Westcon to provide the Nortel products that would be needed for the new VoIP communications system.

A BCM (Business Communications Manager) 400 phone system from Nortel was installed in Stoffel's headquarters, and a Nortel BCM 50 in each satellite location. The phones selected included Nortel 2050 soft phones, 1120 IP phones, and 7316 digital phones. The combination of these VoIP resources provided Stoffel with a UC (unified communications) platform that satisfied its core requirement of being able to centrally manage its network, while also providing greater visibility among employees. The solution also eliminated the cost and hassle of interoffice calling by enabling users to simply dial by extension, rather than having to call between offices using a traditional wired line. Additionally, by leveraging the unified messaging feature, Stoffel could capture voice mail and e-mail for improved access and archiving, as well as enable its mobile employees to remain connected using their extension regardless of their physical location.

Interconnect Communications had the solution up and running for Stoffel in just two weeks, and Stoffel has realized a 45% monthly savings on communications costs. But the partnership has been beneficial for the VAR beyond the initial sale as well. Interconnect has continued to provide ongoing support and training to help Stoffel get the maximum benefit from its Nortel VoIP solution. Because of this, Stoffel is looking to expand the original solution by adding tools for call balancing, queue management, and call routing. For Interconnect Communications, this expansion includes additional revenue generated by the sale and installation of Nortel ICC (Intelligent Contact Center) hardware and ICC call center reporting tools.