Mitel reseller Telenet has provided retailer Faith with an IP communications solution. With over 220 stores, a number of concession outlets and 2,500 employees nationwide, Faith is one of the leading footwear brands in the UK.
Faith required a communications solution that would improve communications between stores, reduce internal call costs and standardise operating procedures.
Mitel Platinum Solution Provider Telinet worked closely with Luke Phillips, IT Director at Faith to understand the company’s objectives. Telinet recommended the Mitel 3300 IP Communications Platform (ICP). It was installed as a gateway to the existing system (Index) which was no longer able to meet expectations. It was also suggested that an ADSL connection was used to deploy remote Mitel’s IP phones to each store. A flat rate broadband connection, dramatically reduced the cost of in-store calls by up to as much as £10,000 a year per store and allows the store to provide better communications.
Using the Mitel IP phones, in-store based employees now have a greater flexibility. They are able to move about the premises, carrying out their daily duties while ensuring they are always no more than a button away from support or even a potential customer.
Luke Phillips, IT director at Faith said: “It has been really challenging trying to manage all our stores using an analogue system. Taking this step has been such a huge move forward for us. Deploying IP communications has enabled inter-site communications and control at our HQ which previously had just not been possible.
“ROI is incredibly important to us. By rationalising the number of lines we have, we are confident that the IP communications solution will have paid for itself in two years, which is terrific. Not only do we get all the benefits of inter-connected sites and more control over our system we also have quantifiable ROI – you can’t ask for more.”
With the system installed and the company already reaping the benefits of the solution, Faith is already thinking ahead. The long term plan is for Faith to completely replace its old system and to fully migrate over to IP communications.
Spurred on by the control the IT team has experienced since moving to IP communications, Phillips is now planning to bring its call centre in-house using Mitel’s Contact Centre Solution.