At first we thought we would have to start over with a whole new program, which meant we'd also need to create all new user instruction materials. But Mutare managed to rewrite our existing application, while at the same time, keeping the processes to set up and use voice mail the same for the end user. It was seamless."
Marie Shero
SUNY Geneseo
Saginaw County Experience"We're actually able to concentrate on our work without the constant interruption of phone calls - it's fantastic," says jail administrator, Lt. Bill Gutzwiller, of Mutare Software's Automated Inmate Inquiry solution.
Because it is the only jail county-wide, the Saginaw County, Michigan facility sees a lot of activity. As many as 13,000 individuals come through its doors each year. Compound that by multiple phone calls from friends and relatives requesting the status of an inmate, location, and bond payment details, and the result is thousands of calls a month - sometimes as many as 125 calls an hour. "The phones were constantly ringing. When our corrections officers were overwhelmed, I'd jump in and start fielding calls with them," says Gutzwiller. "It was getting increasingly difficult for us to do anything else."
When Lt. Gutzwiller turned to his local phone service provider for a solution, they directed him to Mutare Software because of the company's reputation and expertise in designing customer service applications. Mutare programmers were able to construct a voice response application with a dedicated number and keypad commands that guide callers to the information they need -- from bond amounts, to court appearance dates, to jail visitation hours. And, they were able to accomplish the task remotely, saving the county money and time that would otherwise be spent on on-site work. Any necessary enhancements required after the system went live in June were reported via e-mail to Mutare and modifications quickly made at no additional cost. As one who deals with people and their problems on a day-to-day basis, Gutzwiller was especially grateful for that level of service.
"Days here can be extremely stressful when you're dealing with multiple prisoner intakes along with the needs of their lawyers and family members," he says. "It is our job to expedite the smooth transition of inmates in and out of our facility. Anything that makes that task more efficient while sparing our staff additional stress is a great value - and Automated Inmate Inquiry does exactly that."
Mutare, Inc.
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