With New ShoreTel Phone System, Red Sox Nation Has More to Love

    Boston is passionate about a lot of things, but few of them are as storied as the Boston Red Sox. Soon, Red Sox Nation will find it even easier to connect with the team, thanks to a new ShoreTel phone system that will be fully installed by the start of the 2016 season.

    The team will field ShoreTel’s integrated unified communications solutions, reducing costs and streamlining operations, especially for Red Sox employees who are frequently on the road.

    The Sox began looking for a new solution when its old Avaya system no longer met the team’s needs. The team wanted a system that could support its growing staff and align with its customer-focused strategy. ShoreTel partner Harbor Networks® helped the front office evaluate options, keeping in mind the goals of improving productivity and efficiency, simplifying maintenance and reducing costs.

    Ultimately, the Red Sox purchased the ShoreTel IP-PBX solution with integrated unified communications, ShoreTel Enterprise Contact Center, ShoreTel Conferencing, and ShoreTel Mobility. When fully installed, the system will support 700 phones.

    The team will install a ShoreTel solution in Boston, at its Fenway Park® front office and call center operations; in Boca Raton, Fla., at its parent company office; and in Ft. Myers, Fla., at JetBlue Park®, home of its spring training facility.

    The new system offers productivity and efficiency gains, along with better customer insight and lower costs.

    On the Road Productivity

    Many Red Sox employees are constantly on the road. With ShoreTel Mobility, those traveling staffers can work more efficiently from their virtual offices. Features like calendar access, presence, Web conferencing and instant messaging will allow them to interact easily with each other and home office staff.

     Improving Fan Experience

    Not only that, but with CRM integration, the Red Sox can up their game with their fans.

    “The robust ShoreTel contact center solution is key to our success – we’re excited to have call analytics and management tools that will help us limit hold times, more efficiently direct calls to sales, and integrate with our Microsoft Dynamics® CRM system,” said Brian Shield, the Red Sox’s vice president of technology. “We are driven to understand our customers and the fan experience, and with ShoreTel we expect to make that experience even more positive.”

    Reducing Costs Across the Board

    Shields expects the new system to save the team at least $25,000 annually on managed services costs alone. In addition, reduced administration time will also help the team save. “The ability to have leading-edge telephony that is easy to administer without adding new staff is a win-win,” said Shield.

    The Red Sox are the fifth professional baseball team to select ShoreTel for their UC needs, joining the San Francisco Giants, Los Angeles Dodgers, Cleveland Indians and Miami Marlins.

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