HIGH TECH CASE STUDY: Town of Penetanguishene

The Town of Penetanguishene required a communications system that better served its customer experience goals. By working with High Tech to update their communications technology, they were able to centralize and improve multiple functions through feature-rich communications with real-time collaboration.

At a Glance

The Town of Penetanguishene needed to modernize their corporate communications. Their older phone system wasn’t meeting the needs of residents or their staff. After an internal audit, The Town established three main objectives for the upgrade; provide better customer service for the citizens of Penetanguishene; Integrate, secure and centralize their

communications; and create resiliency and redundancy with a state-of-the-art platform. The Town-issued RFP greatly emphasized that their team wanted to leverage industry-leading Unified Communications (UC) tools and add cost-effective SIP trunking.

High Tech Customized Their Communications Solution

After a thorough review, The Town of Penetanguishene eventually chose a turn-key deployment of the award-winning Mitel Connect Unified Communications system, custom designed by High Tech Communications. The Town liked that High Tech offered a premium platform and was an experienced telecommunications integrator with a solid track record of large government deployments. The Town staff also chose High Tech because of our detailed, data-driven technology assessment and knowledgeable implementation and post-sale team. The Town appreciated how High Tech fully assessed their infrastructure challenges and then customized the Mitel Connect and a Private Managed Cloud deployment. To be more specific, High Tech was the winning bidder by proving how consolidating onto a modern and reliable communication and collaboration platform would increase productivity and enhance caller experience across the Town’s 14 locations. Solution:

• Mitel Connect Unified Communications hardware and software

• Network server and related infrastructure

• MyHTCloud ... High Tech’s Datacentre and Private Managed Cloud

• SIP Trunk Services

• Warranty and Support for 5 years

• Softphone and Mobility applications for all users

• Spectralink 8440 Wireless Telephones

• Sophos Firewall

Results:

• All 14 Town locations now experience enhanced productivity using a single, unified platform for collaboration, softphones, conferencing, mobility and messaging

• Improved customer satisfaction due to more reliable call distribution technology

• A robust Disaster Recovery Plan with an Emergency Operations Centre (EOC), real-time back-ups and collocation services with “No single point of failure”

• Improved business processes from internal reporting capabilities

• Reduced costs with SIP Trunks replacing expensive legacy phone lines