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Eden Brown Case Study
Business Challenge:
• Reduced costs across portfolio
• Flexible working
• Lower cost calls
• Simplified phone systems
• One contact for telephony needs
• System maintenance
• VoIP
• Service support & system maintenance
• ADSL
• CAT 5 structured cabling
• Call logger
• Bespoke account management
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Communication Solutions:
• Total service provision
• Mitel 3300 ICP
• Migration to IP telephony
• BT Wholesale line rentals
• Call routing
Altogether Better Results:
• Staff retention through flexible working options
• Easy management of systems
• Central control over all sites’ systems
• Increased systems resilience
• Reduced costs via toll bypass
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Fast growth, requiring consolidation
“As well as the benefits of working with IP we have reduced the administration
time in the company for looking after our systems, through Telinet’s
management of all of our telephony requirements ”
Eden Brown is a professional recruitment consultant offering training and consultancy, who
works across the private and public sector. They have recently gone through a period of
intense growth. They were looking for a telecoms company to consolidate all communications
across the current offices and to support further growth. At the time Eden Brown had BT
phone lines, least cost routing with another supplier and a mixture of TDM telephone systems
across the various sites.
Telinet has consolidated all the telephony, migrated the lines and supplies the call traffic. In
addition, Telinet manages the system maintenance, giving Eden Brown one point of contact
for all their telephony needs.
To help future-proof the systems and to provide a greater degree of functionality and flexibility
Telinet helped Eden Brown become one of the first adopters of VoIP. It was a gradual
migration across to IP, from a traditional switch, to ensure no loss of service or downtime.
Flexibility from all systems
Telinet provided proof of concept on
teleworkers and throughout 2006 this
was rolled out across all offices. This
has helped to reduce administration by
providing one point of contact and
installing Enterprise Manager at head
office, so all of the IP systems can be
controlled centrally.
Telinet is looking to enhance reliability
further by adding the Mitel dual controller
resiliency and SIP trunking allowing both
ISDN30, analogue and data connectivity
to the PSTN network.
Finally, Telinet currently provides basic
management information (down to
extension level) via extension billing.
However, to increase the reliability and
extent of this information, an Oak AI Office
call logger at HQ has been installed, which
acts as the hub for all PSTN call reporting
at every site.
By maintaining and running all of Eden
Brown’s telephony requirements Telinet
has made the network more resilient,
without increasing running costs through
the use of VoIP, as well as making the
system more efficient.
By implementing non geographic numbers
for all fax lines all faxes are converted into
an email format. This reduces paper,
making it easier to share documents
across the different sites and providing
resiliency as Eden Brown is no longer
dependent on a fax line or equipment.
Return on investment
By using VoIP Eden Brown now benefits
from free inter-site calls, between the 6
main sites and home workers, which has
substantially reduced costs. There have
been multi-site networking savings,
network management and maintenance
savings, physical infrastructure savings,
and soft cost savings driven by
applications, such as teleworkers. By
running one CAT 5 cable to the desk (to
plug into the phone, then the PC plugs into
the phone, as opposed to the two
ports normally required) has allowed
approximately 40% savings on cabling.
In addition, there are annual savings of
between 75-100% on each move, add or
change.
By consolidating all of the systems, Telinet
has created cost reductions in line rental
and call traffic. This has also reduced
administration for Eden Brown as there
is one point of contact, and with
Telinet’s billing capabilities it has made
administration of the systems easier,
with one bill for all different solutions.
This has resulted in single processes and
practices across all of the sites in the UK.
Gradual IP migration
Eden Brown decided to migrate to IP to give
resilience, cost saving through VoIP calls between
sites, centralised management, future-proof
technology, home workers and inter-site functionality
i.e. extension dialling between sites and increased
management information, which has been realised
through hot-desking over the network.
Early in 2004, Telinet put a Gateway onto the London
office INDeX system, so everything was working
digitally. Previously systems were linked via DPNSS,
so Telinet installed a Mitel 3300 ICP to provide VoIP
between sites and there was a gradual migration from
digital to IP handsets, i.e. if a digital handset broke
then this was replaced with an IP one. This IP strategy
was steadily rolled out across the Manchester, Bristol
and Ealing offices.
In 2005 the London office moved location, so Telinet
replaced the INDeX with a full Mitel 3300 ICP. At the
end of 2005 they had six sites, four of which were
running pure IP telephony. Birmingham and Leeds
now have a Gateway installed onto the current INDeX
to support VOIP between sites and will use the 3300
as a voicemail solution. In addition to providing
equipment, Telinet supplies the lines, call traffic,
ADSL, and CAT 5 structured cabling for all new sites.
Telinet is constantly looking to educate its customers
by providing regular news updates, seminars and
events. As such Eden Brown is always aware of the
latest products and services, ensuring their roadmap
for telephony is fully supported by Telinet. During the
relationship Telinet has looked to increased Eden
Brown’s resilience and reduced costs, by using direct
circuits and improving their WAN connectivity.
Collaborating into the future
As part of a long term development plan Eden Brown
is considering using the Mitel 3300 ICP, already
installed across the different sites to implement mobile
twinning, to reduce the cost of calls to mobiles and
increase customer service.
DECT is also being investigated to provide the sales
team with the ability to pace whilst making calls, as
well as improving the availability of key personnel
whilst in the office.
Eden Brown says:
“We have been in partnership with Telinet for the
last four to five years. During that time Telinet
has delivered an extremely high level of customer
service. They have consistently met our most
demanding requirements and have been proactive
in recommending and assisting us with the
implementation of new technology. They often go
‘the extra mile’ to ensure we are completely satisfied.
Through working with Telinet we have reduced costs
and increased the functionality of our phone systems.
In addition, by implementing an IP system we are able
to give additional staff benefits, such as flexi and
home working, which has enabled us to retain and
recruit staff.
As well as the benefits of working with IP we
have reduced the administration time in the company
for looking after our systems, through Telinet’s
management of all of our telephony requirements.”
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Telephone Systems
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