Case Study: Aircraft Specialist Switches to Toshiba to Save Money, Take Advantage of IP

Mid-Continent Instruments was spending too much money on long-distance and inbound calls, and needed advanced functionality for its employees.

Channel Partners

April 4, 2011

3 Min Read
Case Study: Aircraft Specialist Switches to Toshiba to Save Money, Take Advantage of IP

The Client: Based in Wichita, Kan., Mid-Continent Instruments is a leader in the overhaul, exchange, repair, design and manufacturing of aircraft instruments, avionics and emergency power supplies. The company runs facilities in Van Nuys, Calif., and Wichita, Kan., and needed to connect the two locations while also cutting its telecom expenses Mid-Continent was paying for long-distance connections and receives more than 2,000 incoming calls each month.

The Challenge: Perhaps more than saving money, Mid-Continent needed a system that would provide powerful capabilities. For example, remote workers needed access to call-center features, while on-site employees needed to remain mobile yet connected. At the same time, Mid-Continent wanted high-quality video conferencing, expanded call-center management functions, and a reliable, affordable platform.

The Solution: Mid-Continent Instruments turned to Wichitas Great Plains Communications, an authorized dealer for Toshiba America Information Systems Inc., Telecommunication Systems Division. The Great Plains team recommended Mid-Continent install Toshibas Strata CIX IP business communications system, and handled the deployment. Now, Mid-Continent has achieved the financial savings and feature capabilities it sought.

In terms of connectivity between Kansas and California, Mid-Continent Instruments now enjoys networking between the two sites, as well as applications-sharing such as centralized voice mail and visual indicators for individual status. The systems also can operate independently of each other. Meanwhile, Mid-Continent Instruments further is taking advantage of scheduled or spur-of-the-moment video conferencing, which has reduced the need and costs for in-person meetings.

Within the Wichita and Van Nuys facilities themselves, mobile employees are connected, thanks to the Strata CIX system. Thats because Polycoms Spectralink wireless phones work with Toshibas platform, serving as desk phone extensions.

The combination of Toshibas Strata CIX IP system and Polycoms SpectraLink mobile telephones ensure that our mobile employees get their calls no matter where they are at our facilities. This greatly helps improve both internal and external communication,” said Tara Crain, IT manager for Mid-Continent Instruments.

Mid-Continent also is using Toshibas unified messaging, and traveling salespeople are taking advantage of their desk phone functions by using Toshibas SoftIPT softphones. Features include four-digit dialing.

Finally, with call centers in Kansas and California, Mid-Continent Instruments must ensure that customers receive the best service possible every business day. Now, by routing after-hours calls in Kansas to the California facility, the company provides its customers with an additional four hours of accessibility each day. Mid-Continent aims to answer each call with a live operator, so the Toshiba system rolls overflow calls to other locations as needed.

Toshibas Strata ACD has changed the way we do business,” said Crain. Our calls are routed to the right ACD groups and can be handled most effectively by our employees. This ensures the best and fastest customer service possible,” added Crain.

The Result: The Strata CIX IP business telephone system has helped Mid-Continent Instruments meet its goals of connecting its two locations to improve user experience and customer service. Plus, the platform has helped reduce long-distance and other communications costs while delivering exceptional reliability. For now, Mid-Continent Instruments uses:

  • Two Strata CIX670 IP business telephone systems in Kansas and California networked over IP using Toshibas Strata Net;

  • More than 170 networked connections across the two locations;

  • Stratagy iES32 Voice Messaging system, shared across both locations;

  • Strata Call Center with ACD and Unifier to push ACD across the network to both locations;

  • Strata Call Manager for call management and handling;

  • Unified Messaging with Fax-to-Email to improve overall communication;

  • Network eManager for daily remote monitoring and management of the two systems;

  • Polycom Spectralink wireless telephone system with wireless handsets;

  • SoftIPT softphones for use on laptops; and

  • Digital telephones for local employees at the two locations.

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