Case Study: First Federal improves communications resilience and customer service with InflowCX and ShoreTel

First Federal - Customer Case Study

First Federal, a community bank serving Yamhill County, Oregon, needed to replace aging, siloed Nortel phone systems across eight branch locations. The old setup lacked station-to-station dialing, inter-office call routing, easy administration, call overflow to a central call center, and the redundancy needed to reduce downtime and improve business continuity.

Inflow implemented a ShoreTel unified communications solution with voice switches at each branch, centralized application servers, and Inflow Analytics. The new system enabled single-system integration, call overflow to headquarters, local survivability, and easier management, while also delivering measurable results including 55% dial tone savings, 40% maintenance savings, and 53% network savings. First Federal also improved customer service, captured more calls, and maintained operations during a WAN outage thanks to the resilient design and support from Inflow.

First Federal

Matt Zoch

Chief Information Officer