Download Case Study - Worksmart Technology

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