Case Studies

Broward College Case Study: Unified Communications

Broward College worked with Microsoft and Plantronics to implement Microsoft Lync and Plantronics audio devices to make internal communications more efficient, reduce travel costs and improve the online learning experience to help grow their student enrollment.

Citi National Bank

Service makes the difference for City National Bank

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The Situation

City National Bank began moving to softphones and IP cloud technology at its headquarters and branches across the nation, and it needed a headset partner to provide integral support across the process.

Challenges:

  • Outfit new branches of this fast-growing organization with the latest dependable communication technology
  • Offer essential support to help ease the work of IT staff
  • Provide a headset with the ability to simply toggle between phone and computer to accommodate the bank's unique voicemail system

Solutions:

  • Blackwire
  • Savi 700 Series

Results:

  • Improved comfort and mobility for employees across City National Bank
  • Outstanding service and support for existing headsets and new headset rollouts allowing IT to maximize value and keep up with company growth
  • High-quality equipment that provides value and reliability as the organization transitions to softphones and IP cloud technology
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PepsiCo

PepsiCo chooses Plantronics for preferred product portfolio.

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The Situation

PepsiCo Business Solutions Group wanted to streamline its headset offerings to one "preferred product portfolio" to simplify service and support efforts within the organization.

Challenges:

  • Streamline to a single "preferred product portfolio" to simplify internal service and support
  • Provide top-performing headsets to employees who work primarily via phone
  • Accommodate a large contractor base with high turnover

Solutions:

  • Voyager Legend UC
  • Savi Office

Results:

  • Equipment that endures changes to the office environment and telecommunication network to help with project cost savings
  • Significant cost savings from refurbishment program and high-value service offerings
  • Eased workload for the IT team due to standardization on reliable, high-quality headsets
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First Baptist Orlando

First Baptist Orlandouses UC technology to share a 2,000 year-old message around the world.

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The Situation

First Baptist Orlando needed to bring its communication system up to date with Unified Communications, including headsets to enable flexibility and Smarter Working.

Challenges:

  • Seamlessly upgrade audio communication equipment to complete Lync UC implementation
  • Encourage adoption by users resistant to change
  • Ensure "excellence in all we do" mantra is reflected in headset deployment

Solutions:

  • Blackwire
  • Savi
  • Voyager Legend UC

Results:

  • Increased flexibility and mobility of workforce, leading to improved efficiency
  • Superior service and support from Plantronics enabled a quicker rollout
  • Allows clear communications with internal staff, congregation members, outside parties and missionaries around the world allowing all functions of the church to be connected all the time
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Southern California Orthopedic Institute

Plantronics is just what the doctors ordered to improve patient care and employee productivity at Southern California Orthopedic Institute.

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The Situation

The Southern California Orthopedic Institute is committed to delivering the best possible care to patients across its eight locations. With two busy call centers and hundreds of employees, ensuring prompt customer service and an ease of doing business is essential.

Challenges:

  • Highly diverse work environment and audio needs for more than 500 doctors, office managers, IT and contact center agents
  • Focus on continually improving productivity and service
  • Need advanced wireless technology for staff with mobility requirements

Solutions:

  • Voyager Legend UC
  • Savi 700 Series
  • EncorePro

Results:

  • Conferencing features improved staff productivity, with easier agent training and faster call resolution
  • Greater flexibility, with streamlined wireless mobility and one headset for multiple audio devices
  • Cohesive audio technology across the enterprise, backed by Plantronics sales and live tech support
  • At-a-glance product inventory with Plantronics online product and warranty registry
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Indianapolis Motor Speedway

Indianapolis Motor Speedway utilizes UC and Plantronics wireless headsets to race toward success.

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The Situation

Indianapolis Motor Speedway (IMS) needed to replace an outdated phone system with a more efficient communications solution with softphones and high-quality UC headsets to meet mobility needs.

Challenges:

  • Keep employees connected and productive when they need to work track-side for race preparation
  • Update an aging phone system with the latest communication technology
  • Ensure employee adoption of the updated communication system

Solutions:

  • Voyager PRO UC

Results:

  • Increased mobility, productivity and collaboration for employees working outside the office at the track
  • High employee adoption of Lync Unified Communications rollout
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Hyatt

Hyatt calls on Plantronics for a more hospitable headset solution strategy.

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The Situation

Hyatt Hotels is on a mission to provide authentic hospitality by making a difference in the lives of the people they interact with. In the Reservation Center, associates strive to provide outstanding customer service.

Challenges:

  • Ensure top-notch sound quality for workers at the Hyatt Reservation Center
  • Improve comfort for employees working phone-intensive shifts

Solutions:

  • EncorePro with P10 audio processors

Results:

  • Simple standardization of all employees on top-rated headsets, streamlining internal service and support
  • Superior service and quick call resolution outcomes for Hyatt customers
  • Increased employee satisfaction
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Foam Supplies

World-class manufacturer standardizes on Plantronics, the leader in Unified Communications audio devices

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The Situation

FSI has facilities in St. Louis, Dallas and Guajarat, India, and each has a separate phone system. To simplify and integrate phone systems, FSI deployed UC through Microsoft® Exchange and Lync®.

Challenges:

  • Overhaul three disparate traditional phone systems to Unified Communications; provide headsets with easy UC integration
  • Accommodate users with varying needs and technical know-how
  • Invest in high-quality, lasting headsets

Solutions:

  • Savi Office
  • Voyager Pro UC
  • Calisto 210

Results:

  • Increased efficiency and reduced overhead with new communications system and presence features of Plantronics software
  • Ability to simply switch between phone and PC calls as necessary
  • Greater comfort for and adoption by employees because of wearing style options
  • Enhanced mobility plus better sound quality for workers on-the-go in noisy environments
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Broward College

Broward College graduates to UC to reduce travel costs and personalize services for online learners.

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The Situation

Although Broward College already had IM capabilities, their new president believed that offering audio and video conferencing would reduce travel costs and improve the online learning experience.

Challenges:

  • Reduce travel costs by encouraging employees to use Unified Communications for video conferencing and webinars
  • Provide excellent sound quality to users to ensure clarity in communication
  • Add a personal touch for cyber-students utilizing counseling and advisory services

Solutions:

  • Savi 700 Series
  • Blackwire 610

Results:

  • Upgrade to Microsoft Lync and the comfort of Plantronics headsets, enabled more webinars and video conferencing, thus increasing employee productivity.
  • Seamless management of PC, desk phone and cell phone calls on a single device
  • High satisfaction among users due to exceptional audio quality and all-day comfort
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Pariveda Solutions

Pariveda Solutions uncovers clients' potential using Plantronics headsets.

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The Situation

Pariveda consultants work on site during project implementations. Each site poses different challenges in terms of privacy and noise interference. Consultants sought a way to ensure consistent audio quality regardless of their environment.

Challenges:

  • Provide consistent audio quality for mobile workers on the road
  • Find a solution with excellent noise-cancellation for employees often needing to make calls from noisy shared work spaces
  • Give employees better flexibility to move around client sites and manage calls via PC and cell phone

Solutions:

  • Voyager Pro UC

Results:

  • Better call clarity regardless of environmental noise
  • Enhanced mobility and easy connectivity due to Bluetooth connection
  • Improved communication with clients and colleagues because of minimal distraction from background noise
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24HourAnswers.com

24HourAnswers.com gets schooled on the quality and value of Plantronics headsets.

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The Situation

The built-in audio portion of the 24HourAnswers.com live-tutoring platform often echoes. Headsets eliminate the problem and are mission critical to the platform's success.

Challenges:

  • Improve sound quality to establish credibility with users
  • Eliminate disruptive echoes
  • Provide an affordable way for tutors and students to achieve the best audio experience

Solutions:

  • .Audio 655
  • Blackwire 420
  • Blackwire 620 USB

Results:

  • Plantronics headsets used in new business pitch demonstrations to ensure audio issues do not overshadow the technical platform
  • All live-session students referred to a Plantronics vendor
  • Superior audio quality for all users
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TC Computer

TC Computer invests in Plantronics headsets to improve their customer communications.

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The Situation

Needed greater mobility when participating in online training course and handling calls from clients.

Challenges:

  • Replace original headsets that accompanied company telephones
  • Liberate employees from the restrictions of corded headsets
  • Improve the employee training experience while mitigating travel expenses

Solutions:

  • Voyager Pro UC
  • MDA200
  • CS540

Results:

  • Greater efficiency due to shortened call times and fewer calls placed on hold
  • Better comfort and flexibility during training sessions
  • Fewer missed calls when workers are away from their desks
  • Better sound quality and less background noise
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Castle Crow

Castle Crow invests in Plantronics headsets to improve their customer communications.

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The Situation

Castle Crow's business is extremely phone intensive, and their outdated, wired headsets resulted in feedback, echo, and dropped calls. This reflected poorly on their customer service. They needed a system that would deliver quality and comfort while ensuring a positive customer experience.

Challenges:

  • Replace outdated wired headsets that created noisy feedback, echoes and dropped calls
  • Give phone-intensive workers (sometimes making up to 200 calls a day!) a solution that provides the ultimate sound quality
  • Empower employees with greater flexibility and comfort

Solutions:

  • CS540

Results:

  • Ten percent improvement in successful connection rate for outbound calls
  • Better "quality of office life" due to mobility and comfort
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The Law Office Of Kevin C. Dixon

Lawyer Kevin Dixon makes a case for the Plantronics Voyager® PRO UC and MDA200™

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The Situation

Needed to move around freely in and out of the office while on PC and mobile calls.

Challenges:

  • Ensure far-away clients feel the same connection and personal touch during phone meetings as they would at an in-person meeting
  • Enable free and open client conversation with hands free for thorough note-taking
  • Manage cell phone, desk phone and PC phone calls with a single device

Solutions:

  • Voyager Pro UC
  • MDA200

Results:

  • Superior call clarity, eliminating the need for face-to-face meetings, thus allowing a broader client base
  • Increased productivity by removing the need for travel and enabling hands-free calling
  • Easy connectivity on multiple devices in the office or at home with an affordable "hub" tool
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Blach Construction

Blach Construction calls on Plantronics solutions to unify their communications

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The Situation

Blach employees needed the ability to move freely while being on desk, mobile, and PC calls.

Challenges:

  • Allow employees to seamlessly switch between cell phone and PC calling on a single device
  • Empower individuals to move freely around the office as needed
  • Accommodate a variety of users with mixed job functions and personal requirements

Solutions:

  • Savi 740
  • Voyager PRO UC

Results:

  • Significant productivity gains from minimizing on-hold time and eliminating the need to physically switch equipment when making calls on different devices – One user estimates 2.5 hours saved daily Growth in corporate revenue thanks to greater employee efficiency
  • Improved comfort and flexibility for employees
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Chieftain Harvesting

Chieftain Harvesting gains wireless freedom and softphone functionality to keep business growing.

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The Situation

Chieftain Harvesting needed a wide range of headsets to manage their desk, PC, and mobile phone calls across a variety of environments.

Challenges:

  • Provide Bluetooth devices for traveling employees to comply with California's hands-free driving law
  • Equip phone-intensive workers with equipment that provides comfort and flexibility to move around the office
  • Allow the company to make the most of its new Unified Communications platform

Solutions:

  • Voyager Pro UC
  • CS50
  • CS70

Results:

  • Boost in morale due to resulting mobility and productivity
  • Excellent call sound quality
  • Versatility to connect with soft phones and mobile phones
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Monterey Bay

Monterey Bay Property Management has no reservations about using the Plantronics Savi® Office and Blackwire™ 610.

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The Situation

MBPM decided to transition to VoIP, eliminate desk phones, and implement wireless, hands-free headsets to improve customer service and increase productivity.

Challenges:

  • Provide employees with headsets to fully utilize the company's updated softphone system
  • Offer headset options to employees to match their varied work functions and preferences

Solutions:

  • Savi Office
  • Blackwire 610

Results:

  • Improved call clarity and reduction in background noise
  • Faster call resolution and better customer service due to less on-hold time
  • Happier and more comfortable employees
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Barbri

Plantronics raises the bar at BARBRI.

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The Situation

After a corporate buyout, BARBRI needed to rebuild its IT infrastructure to stand apart. Starting from scratch, the company wanted to build a communication system that used the latest, most innovative technologies.

Challenges:

  • Build a new IT infrastructure from the ground-up
  • Ensure seamless connectivity with Microsoft Lync deployment
  • Determine a single headset provider that could meet the varied needs and work styles of company employees

Solutions:

  • Voyager Legend UC
  • Savi 700 Series
  • Blackwire

Results:

  • Improved employee satisfaction and efficiency
  • Full corporate adoption of UC, leading to significant cost savings
  • Streamlined service, support and warranty offerings
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