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Shoreline Credit Union: From End-of-Life Mitel to Millennial Approved

Shoreline Credit Union migrates from an end-of-life Mitel on-premise system to RingCentral — gaining crystal-clear call quality, a unified communications platform, and a CEO who manages the whole thing himself.

The Challenge

Shoreline Credit Union's legacy Mitel on-premise system had reached end of life and was generating call quality issues — no longer fit for the modern, unified customer service experience the credit union needed to deliver.

The Solution

CTPros guided Shoreline through the platform evaluation, implemented RingCentral with Microsoft Teams integration across three locations, and trained the team — including the CEO, who now manages the full platform himself.

About Shoreline Credit Union

Shoreline Credit Union is a not-for-profit, member-owned financial institution headquartered in Two Rivers, Wisconsin. Founded in 1941 by a group of Hamilton Manufacturing Company employees, Shoreline has grown to serve the broader community across three branch locations. As a member-first financial institution, Shoreline's communications infrastructure directly affects the quality of service members experience — and the credit union takes that seriously.

An End-of-Life System and a CEO Ready for Something Better

Shoreline had been a CTPros Mitel partner since 2017. The on-premise system had served them well enough over the years, but by the time it reached end of life, call quality issues had started surfacing and the limitations of the legacy platform were becoming hard to ignore. Desk phones still worked fine in the branches, but the credit union needed a more unified system to meet modern member service expectations — universal messaging, fax, video, and a platform that didn't require an internal IT team to maintain.

Other providers had contacted Shoreline about switching to the cloud, but the credit union felt comfortable with CTPros and trusted their guidance. The conversation started organically — fix the call quality issues, add the modern features the team needed, and find a path to cloud that made sense for a community financial institution running lean.

Account Management Takes Shoreline From Demo to Go-Live

After reviewing Shoreline's communication goals and walking through customized RingCentral demos, the decision was made to move forward. Since Shoreline had no internal IT team and relied on CTPros for guidance, CTPros Technical Account Manager Nicole owned the full migration — overseeing the process from start to finish, following best practices throughout, and quickly resolving a porting issue when a few phone lines transferred incorrectly.

Once the initial RingCentral programming was complete, Nicole trained Nathan Grossenbach and the Shoreline team on using and managing the new platform. Adoption was nearly immediate — employee feedback called the platform intuitive, feature-rich, and easy to manage. Grossenbach, the CEO, found he could add new users, build call trees, and administer the full platform on his own without IT support.

From Out-of-Date to Millennial Approved

The outcomes at Shoreline went well beyond fixing the call quality issues that prompted the migration. RingCentral delivered a unified platform the entire organization embraced — younger team members adopted it almost immediately and the chat functionality, including emojis, became a regular part of how the team communicates even after hours.

The specific benefits Shoreline experienced:

  • A single platform for calling, messaging, text, fax, and video — a significant step forward for member-facing service
  • Hot desking allows staff to log in and out of any hard phone at any branch location with their personal extension
  • Universal fax lets employees send documents digitally without being tied to a physical fax machine
  • HITRUST certification enables secure use of the RingCentral app from any device and any location
  • Advanced call forwarding opened up new ways to collaborate with members and internal staff
  • Stronger analytics give the team visibility into call volumes and performance metrics they didn't have before

Nathan Grossenbach now manages the full RingCentral platform himself — from any device — without relying on external IT support.

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