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MITEL <br />Executive Summary <br />Overview <br />We are pleased to present this proposal to Elk River Municipal Utilities. In preparing this, we have <br />worked with your Information Technologies and Utilities team to better understand your organization, and <br />your business needs, so that we can offer a tailored solution that helps improve your business. We <br />understand the needs and challenges of organizations like yours, challenges like remaining compliant <br />while keeping costs under control, growing revenue, and ensuring that today's investment will serve for <br />many years to come. Mitel solutions help businesses achieve these goals and more, so that you can <br />focus on what's most important to you -your organization. <br />Business Challenges <br />Upon meeting with the Utilities and Information Technologies team of Elk River Municipal Utilities the <br />needs for risk protection, dispute resolution, quality assurance and customer satisfaction were prevalent. <br />The regulations on utilities service providers place a heavy burden on both the city and it's employees. <br />Oaisys call recoding helps relieve that risk, while increasing customer satisfaction and revenue. <br />Risk Protection and Dispute Resolution: With regulations such as the "Cold Weather Rule" <br />Elk River Municipal Utilities is able to protect themselves by documenting and recording calls <br />made to past due customers, the dates and times in which those calls were made and whether <br />the Agent spoke with the customer in question, therefore lessening the risk of legal retribution. <br />Quality Assurance: Elk River Municipal Utilities offers the service of notifying a customer when <br />there is an issue with their account; Oaisys assists in perfecting that service. With recorded calls <br />Elk River Municipal Utilities has proof to boast of their outstanding customer care as well as <br />documentation if any issues arise. <br />Increased Revenue: Few business challenges are as daunting as having to receive payment <br />from a past due customer; with 10,000 of them this can directly affect revenues. Mitel's Oaisys <br />recording solution provides the documentation that is just a mouse click away, making it easier to <br />call on, document and receive final payment on past due notices. <br /> <br />MITEL <br />Page 3 of 6 <br />