Windsor Chapel Funeral Home

Topic : Team Efficiency
1-99 Employees
Team Engagement

Team engagement is the magic that happens when everyone in your workforce is connected effortlessly to the mission, to each other and to customers. When it works you feel it in your culture and on your balance sheet—and your customers feel it most. Barriers disappear. Productivity rises. Our team engagement solutions get you there.

Windsor Chapel Funeral Home

Benefits

Enhanced Collaboration
Increased Productivity

Never More than a Phone Call Away

Windsor Chapel Funeral Home is the oldest independent, family owned funeral home in Windsor, proudly owned and operated by five generations of the Janisse family for almost 110 years. Since 1904, they have had the privilege of helping thousands of families through their most difficult times.

Windsor Chapel leverages Avaya IP Office for “always on” telephone service

In a service business where it’s critical that callers immediately reach a person on the telephone, having your telephone system go down is not an option. When lightning struck their telephone system, Windsor Chapel knew they needed to get up and running as quickly as possible. But their aging, inflexible system was making that difficult: different phone systems in their two locations weren’t communicating well, and a damaged motherboard on one system meant that Windsor Chapel needed to implement new hardware. Rather than stick with the status quo, they decided it was time for a change.

Solution

Working with Windsor-based AlphaKOR Group, Windsor Chapel implemented Avaya IP Office in each of their two Windsor locations to provide VoIP telephone service. Linked over the Internet, the two locations are networked using Avaya Small Community Networking, which allows separate IP Office systems to learn each other’s extension numbers, supporting extension calls between systems as well as other capabilities such as paging.
 
Currently the system supports approximately 40 telephones in their two main locations. Callers from three locations of Simple Choice Cremation Centres – also owned by the Janisse family – can dial in over the Internet, keeping long distance charges under control.
 

Results

To meet their “people first” service mandate, Windsor Chapel implemented Avaya IP Office functionality to ensure that every caller always receives human contact, and rarely reaches voice mail:
  • Paging between locations ensures that employees are able to respond when calls come in.
  • Cascading ringtones ensures that someone always picks up the phone quickly: if the receptionist is not available, all phones in both locations begin ringing on the third ring.
  • After 9pm calls are forwarded to mobile phones carried by on-call staff members.
  • Directors and assistants can forward their calls when in a meeting to ensure callers reach someone else – including Simple Choice staff members.
  • If someone does leave a voice message, it’s emailed immediately to the recipient as a playable file.
One of the key lessons, according to Chris Janisse of Windsor Chapel, is that even a small business can leverage big company technology for maximum impact. “In our industry, service is what drives us. When someone calls us, we respond immediately. With the Avaya IP Office solution, we have a reliable phone system that allows us to personally answer every call that comes in.”

 

 

CUSTOMER PROFILE
Windsor Chapel Funeral Home
  • Headquarters:

  • Canada

Windsor Chapel Funeral Home is the oldest independent, family owned funeral home in Windsor, proudly owned and operated by five generations of the Janisse family for almost 110 years. Since 1904, they have had the privilege of helping thousands of families through their most dicult times.

AVAYA PRODUCTS DEPLOYED