Paddock Publications had been running a 20-year-old phone system that couldn't support the contact center visibility, field reporter mobility, or administrative simplicity the organization needed to operate effectively.
CTPros implemented ShoreTel across five locations — delivering superior call quality, intuitive contact center management, and a platform the IT team could administer without a dedicated telephony expert.
2-3 sentences covering what the company does, how long they've been around, and any relevant context (size, geography, industry positon).
Paddock Publications had been running the same phone system for 20 years. By 2014, the limitations were showing across the organization. The contact center supervisors managing subscriber and classified ad call centers had minimal visibility into their departments — limited reporting, no intuitive call tracking, and software that required dedicated telephony expertise to administer. Reporters working in the field had limited ability to receive calls through the office system while away from their desks.
Stu Paddock III, SVP of Digital Technology and Information Systems, assembled a cross-functional committee of 12 stakeholders from across departments to lead the evaluation. The group researched eight telephony vendors before narrowing to three finalists. CTPros implemented the selected solution.
"The committee chose ShoreTel because the sound quality was superior and functionality of the software was more innovative and intuitive. That was important because we wanted the supervisors in our call centers to easily manage their departments, as well as access reports and call tracking data. ShoreTel excelled in those areas."
Stu Paddock III, SVP/Digital Technology and Information Systems, Daily Herald
CTPros implemented approximately 300 ShoreTel phones across five Paddock Publications locations in spring 2014, transitioning the organization to VoIP and deploying ShoreTel Communicator on employee desktops. The implementation included training across the organization so staff could manage their own features — call forwarding, Outlook calendar sync, conferencing — without routing requests through IT.
The contact center deployment gave supervisors the tools they had been missing: intuitive department management, real-time call tracking, and reporting dashboards that didn't require IT involvement to access or interpret.
The outcomes at Paddock Publications spanned the organization. On the IT side, the intuitive administrative software eliminated the need for a dedicated telephony expert — anyone on the IT team could handle special requests. The move to VoIP removed PBX infrastructure and maintenance costs that had been running into the tens of thousands annually.
In the contact centers, supervisors gained real-time visibility they hadn't had before — department management, call tracking, and reporting all accessible without IT support.
For the editorial team, the mobility features changed how reporters work in the field. All 100 police station numbers used for daily crime report calls are now accessible via speed dial — a click instead of a lookup. Voicemail-to-email means field reporters no longer miss calls when away from the office. The ability to receive forwarded business calls on a cell phone while away from the desk gave staff the flexibility that a 20-year-old system could never support.
"Bottom line, we're a service company, and ShoreTel has greatly improved our ability to provide exceptional customer service. I'd highly recommend CTPros. They do exactly what they say they're going to do. They're great at project managing. They are patient with our employees. The CTPros organization was a very good choice for us."
Stu Paddock III, SVP/Digital Technology and Information Systems, Daily Herald
Fill out the form and a member of the CTPros team will be in touch within one business day.
First Name*
Last Name*
Company Name*
Email*
Phone
What can we help you with? (open text field)