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Goodwill NCW

Menasha, WI
Goodwill NCW

You could get a Mitel system from somebody else, but you may not get the close connection we have with the ESG team, or the service. They’re a good, solid company. They’re growing; it’s impressive how much ESG has grown. I’m really proud of how they’ve expanded.

Nancy Coonen : Vice President of IT
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Project Scope

Five years ago Goodwill Industries of North Central Wisconsin was featured as an Interconnect Customer Spotlight. We caught up with Nancy Coonen, Vice President of IT, to see how things have gone since our last interview.

We found the Goodwill NCW employees have not missed their previous system. “The phone system we had was unreliable,” said Coonen. “Outside customers had problems getting a hold of people internally, and it wasn’t able to do basic functions. We needed to find something better.”

They opted to install a Mitel 3300 solution. This gave Goodwill NCW the ability to consolidate phone lines and save money. It’s important to be conscious of every dollar spent on a system because it’s a dollar that could go to a direct service to our cause, said Coonen.

“We have a responsibility to watch our dollars and take care of the donations that come in for us,” said Coonen. “ESG understands that, they know we have budgets. They’re willing to listen and provide us with solutions that they know will work for us.”

Being cognizant of the needs of a non-profit has also helped other organizations that work within the same building as Goodwill NCW’s headquarters. The Workforce Development Center, the Juvenile Diabetes Research Foundation and others also use the Mitel 3300 system. The system is configured so an outside customer won’t know it is one big system and also allows for each organization to be billed separately.

The system has grown significantly since its first install. There are currently 25 locations; each store having its own controller. The individual systems are also equipped with answering services that help customers answer some of their questions without ever having to take an employee away from what they’re doing in the store.

The number one reason Goodwill has been so happy with their Mitel 3300 system is its reliability and the people who service it. “I feel like the people we work with have pretty much been the same through the years. It’s nice to not see that turn over,” said Coonen.

“They’ve become friends more than just vendors.” The ESG technicians have been able to educate Goodwill NCW’s phone system managers through the years so maintenance has been relatively easy. If there ever is an issue, the ESG technicians can remotely access the system through (i)View Network Management, according to Coonen.

“You could go get a Mitel system from somebody else, but you may not get the close connection we have with the ESG team, or the service,” said Coonen. “They’re a good, solid company. They’re growing; it’s impressive how much ESG has grown through the years. I’m really proud of how they’ve expanded.”