Cascino Vaughan Law Offices Case Study
Cascino Vaughan Law makes a case for Mitel Sky’s scalability, reporting capabilities, and cost savings
Too Old To Upgrade
A failing 14+ year-old system from InterTel, and a voice mail solution with an operating system written by IBM in the 1980s, was expensive and lacked advanced telephony features.
SMALL IT TEAM NEEDS SUPPORT
Depending on the time of year, Cascino Vaughan Law has between 30 and 60 employees working in its Chicago, Illinois and Milwaukee, Wisconsin offices.
When its disparate legacy system and voicemail solution were failing, the organization began looking for a new solution. “I did my due diligence, but once we decided to replace the phone system, our partner suggested Mitel. We went with that recommendation and have been happy ever since,” says Susan Dwyer, systems manager for Cascino Vaughan Law. “We’re paying much less with Mitel than we were paying with the other carrier. And it’s mostly because it is scalable—so when our group contracts, we have a smaller bill. And we are also able to get much faster Internet without having to bundle it up.”
Since the cutover, the law firm’s experience with Mitel Sky and Mitel’s service and support has been quite a different story. “I don’t know if you’ve ever tried to call AT&T lately or Verizon or any of the other companies. It’s frustrating. There are probably two people doing the work done by 12 people last year and 25 people the year before. With Mitel, I have a button on my phone with a question mark on it, and if I push it there’s a really smart Mitel person on the other end who can fix my problem immediately. For a two-person IT department, that’s nirvana,” explains Dwyer.
SHORETEL SKY HELPS TRACK MARKETING AND ADVERTISING EFFECTIVENESS
Cascino Vaughan Law does a lot of advertising and personal outreach. Often, the partners go out and talk to unions or groups in small towns in northern Wisconsin or less populated areas in southern Illinois or in Gary, Indiana, and do a presentation, mostly on the subject of the damaging effects of asbestos.
“We’re a small firm and work hard to get the message out that people may have lung damage due to asbestos. There are towns in Wisconsin, in northern Wisconsin, for instance, that have had asbestos trucked in or it has come in on open train cars. It’s blowing everywhere. And that doesn’t sound alarming to most people, but asbestos can have horrible effects. Fiber can get in their lungs and start scarring the lung. All these people did to deserve this was to hang their laundry out in the backyard as the train was going through. So for us it’s important that we get the word out there and say to people, ‘This might be what happened to you,’” explains Dwyer.
The firm assigns each presentation a separate call-in number to make it easy to look at the usage log and tell which presentation went well. Often, when calls come after a presentation, those calls go to voicemail. When the messages are retrieved, Dwyer can tell if the person is responding to a specific part of the presentation. For example, if the person said, “You said I should tell my neighbors about this, so I’m telling my neighbors,” that language is kept in the presentation.
“We don’t have a marketing department. We have overworked partners that are running around the Midwest trying to get business, trying to help people. So Mitel’s ability to help us track our marketing in real time is unbelievably helpful. With the inbound call usage log, we can tell immediately how effective our efforts are,” says Dwyer. “We had absolutely no ability to do that with our InterTel switch.”
“WE DON’T HAVE A MARKETING DEPARTMENT. WE HAVE OVERWORKED PARTNERS THAT ARE RUNNING AROUND THE MIDWEST TRYING TO GET BUSINESS, TRYING TO HELP PEOPLE. SO SHORETEL’S ABILITY TO HELP US TRACK OUR MARKETING IN REAL TIME IS UNBELIEVABLY HELPFUL.”
Susan Dwyer, Systems manager
Cascino Vaughan Law Office
The law firm also relies on Mitel’s advanced unified communication features. For example, when the receptionist is on vacation, other employees simply log on as the receptionist and answer the calls. Phone assistant indicates who’s on the phone, and when calls can be transferred to the call recipient or sent directly to voicemail.
“As soon as I saw how easy it was to set up an extension, I was elated. I just go into my user group and see the phone numbers that I have available, take one, put it over here. We’ll come up with a name, we’ll come up with a phone number for it, and an email address, and seconds later, it’s done,” says Dwyer. “We also have the ability to take lines out of service. That takes five minutes. We don’t pay for what we don’t use. And the cost savings between using 30 or 60 lines is pretty significant.”
WITH SAVINGS AND SUPERIOR SUPPORT, THE VERDICT IN SHORETEL’S FAVOR IS UNANIMOUS
“Mitel is always at the other end of the phone when I call, and that’s amazing. I have yet to speak to a person who couldn’t solve my problem very quickly. And it’s just a beautiful little system. It saves me time and money. I have never had a phone system that works so seamlessly. But above all, the return on the investment is great,” says Dwyer.
“We’re saving money without spending a great deal of money, or spending weeks training somebody, it’s that intuitive. The drop-down menus show you where to go, and it’s a phone system that you can configure any way you want it,” concludes Dwyer. “It has everything we need and things I didn’t even know we needed, like the recording features. What could be better?”
“IT’S JUST A BEAUTIFUL LITTLE SYSTEM. IT SAVES ME TIME AND MONEY. I HAVE NEVER HAD A PHONE SYSTEM THAT WORKS SO SEAMLESSLY. BUT ABOVE ALL, THE RETURN ON THE INVESTMENT IS GREAT”
Cascino Vaughan Law had an InterTel switch that was old and fragile, and required replacing expensive cards at least three times a year. The firm needed a less expensive solution that offered scalability.
Mitel provided the organization with Mitel Sky, a hosted VoIP system for the firm’s 30 to 60 users, which has enabled the firm to scale during busier seasons and use reporting tools to fine-tune marketing.
- Mitel service and support
- Ease of system management
- Business intelligence to evaluate marketing
- Robust features