Making the Commitment to ShoreTel Sky
Validation from Clients, Third Party Experts and Past Success
Purchasing a phone system is a big deal. No one wants to be responsible for selecting the wrong vendor or technology. It is reasonable to want as much validation of past success as possible before you commit to a solution. Of course, every vendor is going to tell you that they have a great solution, but how do you sort the facts from the hype? Here are six objective reasons you can rest assured that the ShoreTel Sky solution will deliver as promised:
Proven Client Satisfaction
We use several key metrics to measure customer satisfaction. One is the Net Promoter Score (NPS). NPS is a straightforward metric that holds companies and their staff accountable for how they handle customers. Customers are asked one simple question, “How likely are you to refer our service to a friend or colleague?” The results are used to generate an objective score, which we share publicly. We proactively contact our entire client base every year. Our score is in the high 40’s. The average score for the telecom industry is 12.
Third Party Validation
Analysts consistently recognize ShoreTel Sky in their enterprise VoIP communications research. We have received the Frost and Sullivan Company of the Year Award for Unified Communications and Collaboration and are recognized by Synergy as the worldwide market leader in the Unified Communications as a Service private cloud category. For those considering ShoreTel Sky, this means that your decision can be based on unbiased third party assessments of our company and technology.
We are alone in the hosted PBX industry in providing publicly available, real-time access to our network performance and customer satisfaction statistics at trust.shoretelsky.com. Our clients, prospects and even competitors can check us out without any log in credentials. We do this for two reasons. First, we feel that this is important information that our clients and associates should know. We are proud of our record and eager to share. Second, making this information publicly available sends a message to our entire team that providing an experience that clients love is the heart of what we do.
Long-Term Customer Retention
Another critical metric for measuring customer satisfaction is the length of time we retain our clients. Our contracts are annual, so customers can leave after just 12 months, but they don’t. Our average length of retention is seven years. Some cloud providers have a turnover rate as high as 25% per year. Ours is just 4%.
At a time when most companies are making it more and more difficult to reach a live person for customer support, ShoreTel signals its commitment to providing a truly managed solution for customers by directly supporting end users. In fact, any user can reach our support team by simply pressing the “?” key on their Cisco phone.
The ShoreTel Sky Managed Service Guarantee is our promise to our clients regarding how service will be delivered. Service Requests are prioritized by urgency and dictate our response, with guaranteed timeframes for action and communication.
Reliable, Redundant Infrastructure
ShoreTel Sky utilizes state-of-the-art co-location data center facilities in New York and Chicago. In the unlikely event that a man made or natural disaster prevents a data center in one location from operating, the backup location will be called into use to restore core services and minimize any downtime for our clients. Having this VoIP infrastructure ready and available in a different part of the country provides the customer stability and confidence of continued operations in the face of severe events such as widespread blackouts, hurricanes, terrorism, and regional carrier outages.
The Bottom Line
The choice of a phone system for your business is yours and we know that it isn’t something you take lightly. This objective input from our customers, third party experts and past record of success can give you confidence that the ShoreTel Sky solution, backed by the ShoreTel team, is the right choice.