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New Jersey SHARES

New Jersey SHARES is a statewide, nonprofit organization that provides temporary assistance to individuals and families in need of help paying their energy bills. Its large call volume couldn’t be accommodated, calls were dropped, reporting was unreliable and call monitoring was difficult.
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With 250 agencies across 315 sites, New Jersey SHARES provides assistance to individuals and families living in New Jersey who are in need of temporary help in paying their energy bills. Providing case management services, NJ SHARES assists households with counseling, nutrition, housing, employment as well as energy issues.

In the past, NJ SHARES used antiquated landlines with no reporting or customization capability. It then moved to a hosted VoIP solution, but it quickly became apparent that the vendor couldn’t handle NJ SHARES’ large call volume. Calls were often dropped or frozen, reporting was unreliable and call monitoring was difficult. There were days when the phones were completely down and fixing them was challenging and time-consuming.

NJ SHARES interviewed several companies, ultimately selecting three companies for the final round. NJ SHARES chose Mitel because of our presentation, expertise, package offering and willingness to work with a nonprofit organization.

“Sometimes, a customer and the representative have different recollections of what was said on a call. Now, we can quickly listen to the actual call and determine exactly what transpired. Our goal is to provide excellent customer service. The MiCloud Connect phone system assists in achieving that goal.”

- Kim Warrick, Client Services Manager, New Jersey SHARES

Goals
  • A state-wide non-profit corporation unable to keep up with large call volumes
  • Call center had unreliable reporting and calls were difficult to monitor
  • Needed a phone system for 250 agencies at 315 sites
Results
  • NJ SHARES now handles nearly a half a million calls a year
  • Shorter wait times and a better customer experience
  • Consistent reporting and analytics

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