% Cost Savings
% On Site Training
Dale Building is a specialist property maintenance company that was established in 1986. Operating across South Wales and the South of England, it has eight strategic offices, each with local management and tradesman. Following a meeting, we found they had a 15 year old BT system that had a large cost each quarter. With a heavy reliance on telecoms services, it was important that improvements were made. Key stakeholders were also frustrated with the existing telephone system supplier. Requests were taking too long and there was no dedicated account management in place. They were losing flexibility and critical support functions.
Proposals and Recommendations
After reviewing the telecoms spend, CSG were surprised at how much it was costing Dale Building. A new solution was needed that would strengthen the businesses continuity and provide a technology uplift. We recommended that they remove existing legacy systems and migrate to the CSG Cloud Telephony Platform.
We installed a 50MB leased line with a FTTC backup connection, through an alternative ISP to replace existing circuits. Dedicated connections would manage converged data and voice services. In the event of an outage, the main circuit will auto failover across to the backup FTTC connection. If there is loss of all connectivity, calls will be seamlessly distributed to the pre-set DR numbers. The legacy PBX was replaced with the new IP telephony platform. Existing telephone numbers were migrated to the IP platform, allowing demands to be scaled depending on call volumes. It was very important to the client to ensure normal services were delivered.
The local network needed attention and was upgraded to HP Procurve POE Gigabit switches and HP MSM wireless solution. Implementation of the project was managed in line with client timescales. Training was delivered to key personnel and further changes made to ensure the system better suited the needs of the staff.
Finally, call analytics software was implemented to help the key stakeholders monitor the performance of the organisation and staff. They could then identify periods where resources needed to be adjusted to suit demands. Intelligent wall boards are displayed to showcase how the different teams are working and performing against set KPI’s.
It has created a positive atmosphere in the office with the staff using modern equipment. There was an upgrade performed to the core network which, as a result, has improved the speed of the LAN and created a faster robust internet connection. Also a backup connection was put in place to ensure services in the event of an outage. Overall, Dale Building now have a system that is better working to the set needs, has a more robust business continuity plan in place and importantly gained a 58% cost reduction over the previous telecoms spend.
What Dale Building said
“CSG managed the grant for the lease line and the installation went very smoothly. CSG then came to our offices to train our staff on the new phones, which was really helpful. It is probably the single best thing that we have done over the past few years.” – James Porch, Dale Building.