Improving Collaboration and the Speed of Communication in the City of Richmond
With a population of over 36,500, Richmond is the 23rd largest city in Indiana. From boasting as the hometown of Orville and Wilbur Wright to being the birthplace of Hoagy Carmichael’s famous tune “Stardust,” Richmond has a rich heritage. It was awarded Stellar City in 2013.
Today, over 300 men and women serve the City of Richmond, working diligently to preserve, protect, grow and sustain Richmond and its residents.
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“I can’t say enough good things about CPI! Of all the great vendors I have ever dealt with, hands down CPI has been the most professional and well organized. They helped us stay within our budget and made the buying and implementation process simple. Ultimately, that made my job much easier.”
Kris J. Wolski | Chief of Police | City of Richmond
The City of Richmond’s municipal departments include a police station, fire departments, parks and recreation, municipal airport, public transportation, sanitary district and many others. With numerous departments, employees, city residents and tourists, it’s vital for all municipal offices and personnel to be seamlessly connected.
As the City’s 20+ year-old phone system began showing signs of its age and limitations, Mayor Hutton realized it was impeding the City’s ability to efficiently and reliably communicate.
Some of the challenges were:
With a background in IT, Richmond’s Chief of Police Kris Wolski was asked to head the research for a cost-effective enterprise phone system that would improve collaboration and the speed of communication.
After a couple months of researching and receiving referrals from local businesses, Chief Wolski chose CPI to implement their Avaya IP-Office phone system. CPI’s team conducted in-depth surveys to assess the goals and needs of each department. Through this process, unique, department-specific pain points and needs were uncovered. These insights enabled CPI to customize the structure of the new system to better accommodate each individual department.
Chief Wolski shared that “numerous system features have positively impacted the City of Richmond,” including:
Before CPI implemented the Avaya IP-Office phone system, the sanitary district had a contact-center-like environment with no contact center technology. Now the sanitary district has a small contact center powered with the right technology to better manage customer calls. This enables the City to more quickly address the needs of their residents, undoubtedly leading to an increase in constituent satisfaction.
But the return on the City’s investment does not stop there. Since implementation, the City of Richmond is realizing an astounding 50% savings on their monthly phone bills. The old system’s technology did not have the capability of connecting all 28 remote locations, which resulted in the City paying an additional monthly fee to have all departments interconnected. Their new Avaya IP-Office system takes advantage of the robust data network and VoIP “built-in,” ultimately saving the City a significant amount of money.
Because of their investment in the Avaya IP-Office phone system, the City of Richmond is well on their way to achieving their goals of improving collaboration and the speed of communication.
“We are all really enjoying our new phone system. I’m receiving feedback on how intuitive and easy it is to use. That’s music to our IT department’s ears!” – Kris J. Wolski
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