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WORKSMART Case Study MARC Fine Wines From concept... ... to connection Worksmart Technology Limited is registered in England and Wales at Harling House, 47-51 Great Suffolk Street, London SE1 0BS. No.3682525 WORKSMART Case Study MARC Fine Wines Worksmart Technology Ltd. deploys a Mitel ® based Managed Telephony Service for MARC Fine Wines. The Client Born from the extensive private cellars of Marlon Abela, Chairman of Marlon Abela Restaurant Corporation (MARC), MARC Fine Wines (MFW) was established to supply his top-end restaurants in London and New York, which now boast award winning wine lists. Building on this experience, MFW has expanded and now supplies many of the UK’s top restaurants. The Challenge Due to its continued growth MFW has moved into new offices, separate from their corporate HQ. With this move came to opportunity to greatly improve on their previous telephone system, which was overly complicated and often failed. With the recent expense of the office move MFW needed to ensure their new telephone system was economical to install and represented good value for money at every level. The possibility of further expansion also meant the new systems would need to be “future-proof” and able to expand with the business, without incurring any additional large costs or interruptions to business. Furthermore MFW required a high speed Internet connection to the new premises . With the office move having taken up valuable time and cost a lot of money MFW were keen to see a solution devised and installed with a minimum of fuss and cost, with the project being managed efficiently and in a timely fashion. Louise Holstein, Operations Controller at MFW explains: “We needed a brand new system that would be simple to use but modern and ‘futureproof’. We started with nine users but wanted provision to increase to fifteen users over five years. The system we had used at our HQ was overly complicated and often had problems which could take days to sort out. It was imperative that our new system should be robust and dependable, and backed by a good level of service and maintenance” The Solution As experts in the field of IP-based telephony Worksmart were able to tailor the perfect system for MFW’s new office and couple it with the ideal package of services and features to suit their needs. Having met with the client and seen how they operate Worksmart quickly identified a Managed Telephony System as being an ideal service to offer this client as it offers maximum flexibility with no capital outlay: The core telecommunications equipment is housed at Worksmart’s data centres in the Docklands, the client only rents the handsets on a “per-user per-month” basis, with all services and calls appearing on a single monthly bill. Everything else is handled by Worksmart. “ The whole process was managed and co-ordinated by Worksmart and it was worth every penny!... We’ve never missed a call from a potential customer! Louise Holstein Operations Controller MARC Fine Wines ” www.marcfinewines.com This hosted solution allows for state of the art Mitel® 5212 handsets to be placed on the users desks at very low cost. There is no need for expensive maintenance costs and all the required call features are more than catered for, including Direct Dial number facility, Personal voicemail box with personal greeting, AutoAttendant, Caller Line ID, 3-Party Conference Calling, Dual line phones, Call divert, Call transfer / hold / park & retrieve, Busy lamp field indication of other users status, Hunt groups / pick up groups and Intuitive call handling controls. Worksmart also offered MFW an inclusive call package with free calls to all local and national landline destinations. Having lost their existing numbers when leaving their head quarters MFW were keen to ensure their new numbers would stay with them in the future if they needed to move again. Worksmart ported the new numbers from BT onto their dedicated Private Access Network, allowing customers to keep their number for life no matter which location they move to. The private access network replaces the need for ISDN installations and allows for up to 24 concurrent calls with guaranteed call quality and reliability at all times, a feature that is of great benefit to sales-driven companies like MFW. Installation & Project Management A key part of Worksmart’s ongoing success is derived from their excellent project management skills and customer support. Clive Hurley from Worksmart explains their approach to this project: “Delivering a successful Voice and Data infrastructure package to an organisation hinges for the most part around the management of the installation, quality of engineering and training delivered. Worksmart brought together Marc Fine Wine’s voice and broadband network services to deliver single point of contact for their office communications. The processes that we have put in place to manage these projects is the key to our growing success within the industry. All projects are carefully planned and managed to ensure that a client is fully up to speed with our progress at all times and delivery deadlines are met.” Louise Holstein from MFW was delighted with the results Worksmart delivered: “At all stages of the project Worksmart’s account manager, back-office staff and engineers were in contact with us, explaining what they were doing. Installation and testing was all carried out very quickly, and the follow-up calls were very impressive and reassuring. Included in the package was some basic training, Worksmart were very approachable and dealt with all our questions and training issues within the service provided. Customer Needs • • • • • • A modern “future-proof” phone system High-speed Internet access Low call costs and no capital outlay Great project management & fast installation Low maintenance cost and no call-out fees Permanent phone numbers that remain theirs when moving. Solution Components • • • • Mitel® 3600 Hosted Telephony Mitel® 5212 IP Handsets HP Procurve PoE network switche Basic training and support Results • • • • • • • Robust IP-based Hosted solution installed Free calls to local and national destinations Modern IP handsets deployed Staff training and ongoing support Reduced network management costs and increased administration efficiency Per-user per-month billing system full range of call features and functions We paid a small fee to have the whole process was managed and co-ordinated by Worksmart and it was worth every penny! Worksmart were very efficient in their use of engineers and they saved us a lot of fees by helping our sales staff complete the installations themselves with the support of Worksmart’s engineers over the phone. Our IT provider had voiced some strong reservations about hosted services, claiming poor call quality and reliability, but Worksmart explained their superior system thoroughly and I came to the conclusion that their hosted solution was safe and reliable - to date I have been proved right! The billing system is very clear and the amount is fairly set each month so our cash-flow projection is made easy. We are delighted with Worksmart’s solution, and MARC Fine Wines have never missed a call from a potential customer!” For more information on our range of products and services please visit our website at www.worksmart-uk.com or call our sales team on 020 7921 8900 WORKSMART About Worksmart Worksmart was formed in 2000 to help UK companies benefit from the wealth of emerging telecommunications and IT services that new technologies were offering them. With particular focus on delivering the very best customer services and technical support Worksmart has established itself as one of the leading experts in this fast-growing marketplace. With an honest and impartial approach to the products and services on offer Worksmart has built a reputation for specifying and delivering the best packages to suit its clients’ needs. Company structure The importance we place on customer services is demonstrated by the equal balance of commercial and technical staff on our team. Our flat management structure ensures that we can resolve any customer issues or queries as quickly as possible. Commercial Team Our Commercial Team only deals with enquiries from new clients whilst our dedicated Account Management team focuses on supporting and working with our existing clients. Technical Our technical team is made up of Engineering and Project Management staff. Their main role is to administer the help desk, providing front line support to all our clients and dealing quickly with any faults or technical queries our clients may have. For more information on our range of products and services please visit our website at www.worksmart-uk.com or call our sales team on 020 7921 8900 Worksmart Technology Limited is registered in England and Wales at Harling House, 47-51 Great Suffolk Street, London SE1 0BS. No.3682525