Achieve more from your communications
Conservatory Outlet is an established UK wide network of home improvement companies, specialising in the installation of superior quality double glazing windows, replacement doors, conservatories and bespoke orangeries.
Starting life as West Yorkshire Windows, Conservatory Outlet now occupies seven sites, has 28 dealers across the country and operates a network that turns over in excess of £45M.
Legacy Telephone Systems
The way in which the Conservatory Outlet grew meant that they had ended up with seven sites with seven different telephone systems, several different broadband providers and multiple suppliers to manage. The telephone systems were proving expensive to maintain and time consuming to manage. It was the responsibility of Head of IT James Turner to turn things around. James had knowledge and experience of Mitel’s unified communications solutions and recommended the Conservatory Outlet adopt this trusted technology.
Having suffered poor support at the hands of previous telephony providers, James visited the Mitel Partner Finder website to find a new telephony partner.
Choosing to Partner with Opus
Having enjoyed reliable support from Opus in a previous role, James was keen to include Opus in the tender for the new infrastructure. Prior experience had shown Opus provided first class support and were willing to go the extra mile to resolve issues, even if not of their making. Having been able to demonstrate significant savings and productivity gains, together with a combination of cost and trust, Conservatory Outlet awarded the project to Opus.
Moving to a Single Platform
Conservatory Outlet’s requirements included outbound telesales capability, call recording for order processing and the ability for staff and managers to be able to work seamlessly from any of the office locations or remotely via their mobile phones. It required business continuity and guaranteed voice quality, with the ability to scale as the business continued to grow.
The solution from Opus was a single Mitel MiVoice Business cloud solution for all of the offices, hosted and managed in a secure private data centre, providing high availability and resilient technology. Features included presence, messaging, softphone, point to point video, web access and a mixture of stylish Mitel 6900 series handsets and Mitel conferencing units. ISDN circuits were replaced by SIP Trunks and secure leased lines were installed between offices and the data centre.
First Class Delivery and Support
The Mitel Solution was pre-staged, tested, configured and deployed by Opus in a staged roll-out across the different sites. The success of the deployment was due to the detailed project planning by Opus and close collaboration between the Conservatory Outlet Head of IT and the Opus Account Manager, Solution Design Architect, Project Management and Engineering teams. Technical support 24-hour, 365 days a year is provided, with a clear and public escalation process, should any issue not be resolved in a timely manner.
Commenting on the delivery, James described Opus as “impeccable” and the support “fantastic”. James went on to say, “Any issues were resolved quickly and correctly, the team were brilliant. We were able to speak to the same engineering lead who understood our requirements and Opus were able to provide assistance in getting issues resolved with 3rd party network providers, which was a massive help.”
The Results and Return on Investment
A reliable telephone system is essential to any sales operation. The 130+ staff now have unified communications across their office and factory locations. The company’s CEO, managers and staff can now work remotely or from any office, by logging into their (hot desk) office phone wherever they are. Conservatory Outlet finally has a single scalable and resilient telephone system across its business.
The saving made by replacing ISDN circuits with SIP Trunks and consolidating telephone systems, connectivity and maintenance has resulted in Conservatory Outlet breaking even on the investments made with Opus after only 19 months. Their outbound telesales operation and inbound freephone numbers are now costing very little, whilst productivity and call handling is greatly improved.
Eight previous suppliers have now been replaced by a single supplier and point of contact for all technical and support issues, greatly reducing the IT management overhead.
Partnering with Opus
Summing up his experience of partnering with Opus James said, “Opus have been brilliant and the support is fantastic. Opus are big enough to deliver but small enough to be bothered. They have not been disheartened by any challenges presented along the way”.