The Challenge
The Portland Water District is a utility providing water, wastewater, and environmental services to 190,000 customers in the city of Portland, Maine and its surrounding communities.

Saddled with an obsolete Executone PBX system that was costly and almost impossible to maintain, the organization needed a modern telephony solution that would easily integrate with its network, improve customer service and provide portable, reliable functionality during emergencies.

The Solution
Omnia designed and installed a comprehensive VoIP system tailored to optimize portability and call routing for Portland Water District—two of its biggest priorities. Omnia’s engineers specified phones, switches and software from ShoreTel, ensuring that PWD personnel have complete control over their telephone system.

Results
Put to the test in recent storms, Omnia’s VoIP solution proved itself admirably: with its high degree of portability, PWD can be assured that communications will continue—even in the face of natural disasters.

What’s more, there have been marked improvements in customer service and employee productivity. According to Peter Cutrone, Director of Information Services, the new system enables the Water District to “prioritize emergency calls and route them to different locations throughout the day. We have a much more robust call flow with the ShoreTel system and we’re able to process emergency calls much faster now.”

Finally, Omnia’s elegant network design and easy-to-use ShoreWare Director system management tools lets the PWD manage its own moves, adds and changes—saving the organization thousands of dollars.

To learn more about how Omnia can connect with you, contact us today!