The challenge

When we first met with the team at French Duncan, it was clear that they wanted to keep up with the times. The company was growing, and they wanted to become more collaborative, particularly by enhancing their communication between different offices. It was also important for them to have a resilient system, which would enable them to consistently deliver a high level of customer service no matter what happened.

Our solution

We started by taking some time to get to know the business and how they wanted to communicate. (Throughout this process we also managed French Duncan’s existing hardware, so that the firm got the best out of it until the new system was installed.) One of our solutions architects was given the job of fully grasping French Duncan’s communication requirements from a technical design point of view, and then suggesting the right product to meet those needs. We were then in a position to recommend the complete new communication strategy for the firm.

Because French Duncan had already invested in a Mitel solution that we have a lot of experience with, we decided to upgrade this existing system. We reduced the amount of hardware on site, increased resiliency and improved functionality for all users.

We installed a Mitel MiVoice system in two data centres on a virtual environment. This ensured the firm was resilient if a failure occurred.

We also installed Mitel’s collaboration tool, MiCollab. This offers call conferencing, instant messaging, presence information, click-to-dial and a mobile app.

We upgraded the lines from digital to the modern equivalent, SIP (Session Initiation Protocol). These allow more features, will continue to work for a much longer time, and reduce call costs.

Immediately after the installation, one of our trainers ensured that everyone in French Duncan understood what the product could do and how to use it. We also provided ongoing support.

The result

French Duncan’s new system will allow them to grow and to collaborate better. The firm’s people are now able to work efficiently as a team even when they are in different locations.

It has also reduced their costs – both of making calls and of maintenance, as there is now much less hardware on site. The new technology will allow the company to adapt in the future to meet changing customer demands.

It all adds up to a dramatic increase in the firm’s productivity, profitability and security.