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Lake Companies

Green Bay, WI
Lake Companies

The Mitel SX-200 is a good platform to build on — especially knowing it’s just plug ‘n play to enter the world of IP telephony.

Phil Paulson, Systems Engineering Manager
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Project Scope

The Mitel SX-200 is a good platform to build on — especially knowing it’s just plug ‘n play to enter the world of IP telephony. Anticipating continued future growth, and the role communications would play in that business development, The Lake Companies, Inc. periodically evaluated the capability of its telephone system. The system always functioned, but it seriously lacked a foundation for implementing the latest communications technologies. Over the past year, it became clear that the time had come to upgrade the telephone system to one that can keep pace with the rapid changes growth demands.

As an innovative technology provider, through its consulting, system implementation, training, custom programming and support, The Lake Companies is a technologically astute organization. When searching for a new telephone system, the major focus was to implement a system that offered high-tech functionality. Voice Mail, system monitoring and easy adaptability to IP telephony were key factors. After an 8-month process of evaluating telephone systems and vendors, The Lake Companies selected the Enterprise Systems Group of Wisconsin Wireless (ESG) to install and implement a Mitel SX-200. “When we were at the point of comparing apples to apples,” commented Phil Paulson, Systems Engineering Manager, “we made our final selection based on which company we felt most comfortable working with. And that vendor was ESG.” The system implementation was smooth, which Phil attributed to a well-developed installation process.

The Lake Companies has realized increased productivity since implementing the Mitel SX-200. Customer Support now uses Automatic Call Distribution (ACD) to efficiently handle customer calls, eliminating the need for the receptionist to find an available rep to take customer calls. Easy conference call set up and on-hook dialing also improved work efficiencies. Transparent to the employees using the Mitel SX-200 is the 24x7 system monitoring by Crytycal Services Management (a division of Wisconsin Wireless). Phil said this monitoring “gives us a peace of mind.” He added that: “We know if an error were to occur in the telephone system, it would be identified and corrected before it became a service effecting issue.”
On the near horizon is the implementation of IP telephony, specifically installing teleworker phones, in current and future branch offices. Linking all employees on one PBX will reduce costs and simplify administration. It will also be easy to do, as Phil pointed out: “The Mitel SX-200 is a good platform to build on ? especially knowing it’s just plug ‘n play to enter the world of IP telephony. That makes it easier to decide when ? not if ? to implement teleworker.”

Customer needs
• Integrated Voice Mail System
• Customer Service ACD Application
• 24x7 System Monitoring

Solution components
• Mitel SX-200
• Mitel Superset Telephones results
• Enhanced Communications
• Improved Call Flow Design
• Platform that Provides for Growth

Results
• Enhanced Communications
• Improved Call Flow Design
• Platform that Provides for Growth