Case Studies
Case Study #2

About the Customer

Software Mexico is a small company that develops PC-based software in
Tijuana, Mexico. The company prides itself on personalized service and
customer satisfaction. The owner, Jose Ramirez, employs a staff of nine
including a receptionist, a system administrator, five programmers, a customer
service representative, and a bookkeeper. Jose and his employees speak both
English and Spanish. Sixty percent of Software Mexico’s customers speak
Spanish; the other 40 percent speak English.
Jose purchased a PARTNER Plus Release 4.1 Communications System and a
PARTNER MAIL VS Release 4 Voice Messaging System because the integrated
system can answer outside calls and offer callers the option of listening to
prompts and transferring to extensions in either English or Spanish.
Receptionist Vera Gonzalez is responsible for managing the systems;
she established these facts:
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The system will have four outside lines and 12 extensions.
Jose and Vera will have PARTNER-34D phones; the other eight
employees will have PARTNER-18D phones. In addition, two standard
phones will be installed in the waiting room so customers can make
local calls.
Jose prefers that Vera help with various office tasks, so all lines will ring
delayed at extension 10, and the PARTNER MAIL VS system will answer
them. Vera will act as backup; she will answer calls from customers who
press 0 or stay on the line for assistance, as well as transfer returned
calls. Also, Vera will be responsible for checking the messages in the
mailbox at extension 10 and forwarding them to the appropriate people.
Calls will go to the Automated Attendant Service of the PARTNER
MAIL VS system during the day and at night.
The majority of Software Mexico’s callers have questions about their
software or inquiries about bills. Therefore, callers who receive
Automated Attendant Service and want to speak to the customer service
representative or the bookkeeper can do so easily by pressing a single
digit as explained in the Automated Attendant Service prompt.
Since the majority of Software Mexico’s customers speak Spanish, the
system should answer outside calls and play messages and prompts in
Spanish. Callers will have the option of listening to the prompts and
messages in English.
Each employee will have a mailbox and Automatic VMS Cover assigned
to his or her extension. This arrangement allows callers to leave personal
messages when the employee is unable to answer a call.
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