Since 1968 Therafin, a family-owned business, has been manufacturing custom seating systems for wheelchairs along with a wide variety of rehabilitation equipment and home care products.
In 2011 when Therafin was planning on moving into a new facility to accommodate their warehouse and operational needs, company management decided to use the opportunity to migrate off of their old and outdated phone system to a newer solution with easy to use communication features to improve workplace efficiency.
“We wanted a VoIP system that had a track record for success with other companies our size. Plus, we also wanted to find a cost-effective system that came with excellent customer service,” explains Jeremy Fischer, Director of Operations at Therafin.
With these two goals, Therafin decided to enlist the help of Converged Technology Professionals, a unified communications and IT networking consulting company and a Mitel (previously ShoreTel) platinum partner. In order to ensure a smooth transition from their former system during their move to the new facility, Converged worked with Therafin providing pre-planning consultation, implementation and deployment, and onsite training for the staff and management.
"WE WANTED A VOIP SYSTEM THAT HAD A TRACK RECORD FOR SUCCESS WITH OTHER COMPANIES OUR SIZE."
Jeremy Fischer, Director of Operations
Therafin
Greater Organization at Their Fingertips
Unlike their previous system which used traditional POTS lines, the new Mitel IP-PBX phone and unified communications solution not only reduced phone line costs, but also included modern end-user functionality and control through the Mitel MiVoice Connect desktop client.
The desktop client is an application that is installed on the end user's computer and enables users to access many beneficial communication and telephony features from their desktop. The client helps employees stay organized and on task with features such as visual voicemail, easy search for call history, and the ability to utilize workgroups for incoming call handling and distribution.
In addition, the system uses digital on-hold music meaning no more dealing with physical tapes, something that previously required additional administrative oversight.
Improved workplace communications
Therafin employees need to communicate with one another regarding orders, customer inquiries or other ongoing business-pertinent information throughout the day. One of the features that help with maintaining communication efficiency and productivity is the ability to see at a glance the phone and online presence of fellow employees.
For example, by quickly identifying the phone status of a co-worker, an employee is able to direct their questions or communications to someone with a presence status of available. This enables the employees to receive answers to their questions faster and with greater ease.
Silent Monitor Keeps Customer Service Levels High
Therafin is a company that relies on customer service as an important daily component to their operations. Therefore, one of the most valued features is the ability to use the silent monitor feature for coaching and training.
Therafin uses the silent monitor feature to enable more knowledgeable agents or managers to listen in on difficult customer calls to provide assistance as needed to the agent. By avoiding the need to transfer the customer to a second agent, this one-touch solution gives the caller an improved customer service experience.
"WE ARE THANKFUL FOR EVERYONE WHO'S BEEN THERE FOR US ALONG THE WAY!"
Jeremy Fischer, Director of Operations
Therafin