Thamesgate move to Mitel’s MiVoice system

About Thamesgate

Thamesgate are one of the UK’s leading electrical and manufacturing groups. They specialise in electrical services for commercial, industrial and public sector buildings, server rooms, comms rooms and datacentres.

In addition to their general electrical services and building refurbishments, they provide services for power protection systems, including UPS installations and maintenance contracts, critical power load bank and battery testing. They also specialise in energy efficiency, voltage management, energy storage and custom furniture solutions.

Critically, their nationwide service team has a commitment to providing 24/7 emergency care to its customers, with access to an out of hours call-out service.

Business Challenges

The Thamesgate Group have grown steadily since their founding in 2003. As their customer base has expanded, so has their team. Thamesgate became aware that their telephony and communications infrastructure needed updating to keep pace with this development. This coincided with the company moving to a new site, better suited to their growing needs.

This was compounded when a number of telecoms providers approached Thamesgate with offers to take advantage of an improved exchange located in their area, and upgrade their system for ‘free’. Aware that this approach would not only be likely to incur hidden charges, but fail to take into account the unique and specific business needs of the company, Thamesgate decided to approach several communications companies of their choice. Solution IP were invited to tender.

The requirements were reasonably straightforward: an upgrade was needed from the existing BT Versatility system in place to a more versatile, IP-based system. Additionally, there was a four-week turnaround period for the project.

Our Approach

Solution IP listened carefully to Thamesgate’s top line objectives, and took time to gain a real understanding of how the company operated, including its critical must-haves when it came to service delivery. We then carried out a full site survey to get a complete understanding of the logistics involved. This consultative approach meant that when we recommended the Mitel MiVoice system, we were confident it would give Thamesgate the improved functionality and reliability they sought.

Nick Watkins, Managing Director and company founder, says that a major factor in his decision process was that “From the first meeting, it was evident that we were dealing with experts, rather than salesmen”.

Outcome

Solution IP provided Thamesgate with a fully project- managed installation, including configuring and supply of multiple handsets. The move from the old system to the new was handled seamlessly, meaning that there was little impact on business functionality despite the complete system upgrade.

Thamesgate love the Mitel MiVoice system for its enhanced functionality. Aside from the aesthetics of the handsets we supplied, the group are particularly impressed with the auto-attendant function, the fact that bespoke on-hold music and messaging could be designed for them, and most importantly, that everything is now linked to their company PCs. This means they have complete visibility when it comes to inbound calls, enabling them to better manage these calls, transfer them to external numbers with no fuss, and monitor calls coming in.

Additionally, the Mitel MiVoice system and its cordless handsets and headsets offer employees complete flexibility to move about as they please whilst handling customer service enquiries.

The system has greatly improved the way in which Thamesgate work, allowing it to be responsive and to continue to deliver against the firm SLAs they offer to their own clients. As a 24/7 operation, system uptime and service back-up was also of prime importance to Thamesgate. The company provided their own power protection in the form of an online uninterruptible power supply, with extended battery back-up and purchased a maintenance service agreement from Solution IP for additional peace of mind.

Nick goes on to say, “I would recommend Solution IP to anyone. In particular, we were extremely impressed with the work of Senior Systems Engineer Matt Davis, who went to great lengths to train all of our staff on a new system, and for who no task was too big.”

 

“Our new, upgraded system has revolutionised the way in which we work. I would recommend Solution IP to anyone.”

Nick Watkins

Managing Director, Thamesgate Group

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