News

Pioneer Community Bank, headquartered in Iaeger, WV, recently relocated their main office and branch to a new facility. With a key goal of listening and reacting to their customers’ needs and requests, they recognized the benefits that a properly designed and implemented unified communications system could provide. After considering numerous available systems, the Pioneer team turned to one of their longtime service providers, Greenbrier Technologies, who recommended a ShoreTel UC system. In addition to offering simplicity, expandability and reliability, ShoreTel’s lowest total cost of ownership was a major factor in their decision. With Greenbrier Technologies’ resume of successful ShoreTel installations throughout Southern WV they were able to propose a solution that would provide for more efficient communication between Pioneer’s employees and customers, resulting in a better customer experience.

As part of the system configuration, during business hours the bank uses the systems simple call flow capabilities to ensure that when a customer calls the bank, they get to talk to a live person every time they call, even when the operators are busy. Each operator is able to see the “presence” of all the banks employees so that important calls are handled correctly the first time. Employees are taking full advantage of the desktop “Communicator” software features such as “presence”, “ find me/follow me” and “voicemail to email” to help streamline communications within the bank.

Pioneer Bank plans to extend their unified communications capabilities by implementing ShoreTel at other branches in the near future.