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Mark Warner Case Study
Business Challenge:
• Increasing multiple international locations
• Management reporting
• Highly competitive marketplace
• Maintaining renowned service
Communication Solutions:
• Mitel 3300 ICP/Teleworker
• Call traffic
• Line rentals
• ADSL
• Non geographic numbers
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Altogether Better Results:
• ROI delivered in 12 months
• Mobility
• IP connectivity across multiple sites
• Call centre
• Reduced call costs
• Revenue stream from non geographic numbers
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Customer focus
“Most recently Telinet have installed a new Mitel IP 3300 switch which has
introduced IP telephony into our organisation allowing us to connect all of our
internationally based hotels directly into our internal head office telephone
system working across the Internet. This is helping to cut £000’s off our
international telephone bills. This is also the first stage of a phased IP
introduction which we are planning to eventually completely replace our INDeX
telephone system. With the savings on call costs between resorts the Mitel
system has paid for itself in 12 months, giving strong ROI.”
Graham Silversides
IT Director
Mark Warner was established in 1974 with one ski chalet in Verbier, Switzerland. Since then
it has developed into one of the most highly regarded independent travel companies in the
UK, carrying over 50,000 passengers to a mix of ski and beach resort holidays each year.
Since its conception, Mark Warner has lead the way in many aspects of the travel business.
The philosophy is simple: Mark Warner combines great locations, a friendly relaxed
environment, lots of facilities (tennis, watersports, childcare, ski hosts, etc) brilliant staff and
good company to give a holiday that is unique. The company has grown through reputation
and the holidays are recommended time and time again. In fact each year over 75% of
holidays are sold on the basis of recommendation and repeat booking. Mark Warner has
been working with Telinet for nearly ten years, providing maintenance on their existing phone
system and providing call traffic, line rental and ADSL.
Telinet consulted with the IT department and end users to fully understand the requirements
of the company. It was decided that a slow migration to IP would be implemented, using the
Mitel 3300 ICP as a gateway onto the INDeX, furthering the life of the system.
Expanding and future proofing
Mark Warner wanted to take advantage of the latest IP technology to provide greater
connectivity with the expanding number of hotels across Europe, mainly located in France
and the Alps, without replacing their existing system.
Overall Mark Warner needed to have easier communication across the various hotels in
order to increase customer satisfaction and increase efficiency, whilst reducing call costs
across the chain.
Future proofing their existing systems was important as well as taking advantage of the
latest in IP functionality. However, there was not the budget to upgrade the entire phone
system, so a low cost solution of upgrading was required.
Finally, increased mobility of the UK staff was required as many of the management team
were on the road, visiting different locations across the UK and Europe, but they needed
to be contactable in as easy a way as possible.
INDeX migration
“This is a classic example of a long term relationship where we enable Mark Warner
to do what they do best - offering and delivering great holidays"
Matthew Lambert
Telinet Sales & Marketing Director
Telinet recommended the Mitel 3300 ICP as the best solution for Mark Warner, as it could
be used as a gateway to the INDeX via DPSS. Initially there were two INDeXs linked
together, including the INDeX call centre application.
Mark Warner wanted to move towards IP as they knew the INDeX was end of life. They
also had a very large expenditure on intersite calls to their chain of hotels across Europe
and they wanted to reduce this cost. In addition they wanted to enhance the functionality
of the business through mobile solutions.
The first stage was to deploy mobility via a Mitel 3300 ICP to give IP end points in all of
the hotels, as well as a range of mobile options for managers who are on the move.
Seamless transition
To ensure there was no down time we deployed the Mitel
out of working hours, on the client's request. The IT
department of Mark Warner stayed with the Telinet
engineers, receiving on-the-job training.
Over five days the system was implemented across six
countries, with Mark Warner’s IT department visiting each
hotel and installing the handsets. In several of the French
hotels the system is working across a wireless LAN
environment with soft phones and Mitel's Your Assistant
giving the mobile workers a variety of options for login into
the phone system.
Reduced costs
Mark Warner received a variety of benefits from
implementing the Mitel with Telinet. There was a
seamless migration with no downtime at all, call costs
across the sites have been greatly reduced and all of
the original objectives have been met.
Telinet helped Mark Warner achieve their goals by
understanding the requirements and providing a
consultative role: for example, Mitel's Your Assistant
softphone was only decided on after a demonstration
from Telinet. The softphone has given increased
mobility for staff, as they can use their phone
functionality through their laptop and broadband link
by just using a headset. This has also reduced costs
for some of the mobile workers.
By having a close relationship with Mark Warner
Telinet has ensured the system is future proof and will
meet requirements on an ongoing basis. There are
already plans for growing the system, for example in
2007 a call centre will be implemented in the UK.
All of Mark Warner’s telephony is handled by Telinet,
including data connections, call traffic, line rental etc,
providing a single number for all telephony issues,
reducing the amount of administration in running a
telecoms system. In addition, a range of non
geographic numbers are provided, which provide an
income stream and gives the ability to track marketing
campaigns.
Mark Warner says:
We have had a close working relationship with Telinet now
for almost ten years. They were initially recommended to us
by a colleague in the travel industry after we had had
various issues with our previous telecommunications
maintenance supplier.
Telinet took on the maintenance and support contract for all
of our telecommunications systems and quickly established
themselves as an extremely knowledgeable and reliable
company. They fully project managed and installed a new
INDeX telephone system within our 3 central London
offices with very little down time and in an extremely
professional manner.
Five years ago we decided to upgrade our telephone
systems and to ensure we were receiving fully competitive
quotations we put this out to tender. Matthew Lambert at
Telinet successfully quoted and won the contract to carry
out a full upgrade of our INDeX telephone system, and this
was done yet again with no disruption and within timescale.
They have subsequently supported and maintained all of
our telecommunications equipment to a very high standard.
They have also supplied us with regular updates on
industry developments and ensured that we have all of the
information to hand to enable us to make the right decisions
in regards to purchases of telecommunications equipment.
They are also constantly ensuring that we are maintaining
very competitive pricing in regards to our line rental and
telephone charges, and with their assistance we brought in
a range of 0870 telephone numbers to assist with both
business continuity as well as bringing in income.
Most recently Telinet have installed a new Mitel IP 3300
switch which has introduced IP telephony into our
organisation, allowing us to connect all of our internationally
based hotels directly into our internal head office telephone
system working across the Internet. This is helping to cut
£000's off our international telephone bills. This is also the
first stage of a phased IP introduction by which we are
planning to eventually completely replace our INDeX
telephone system. With the savings on call costs between
resorts the Mitel system has paid for itself in 12 months,
giving strong ROI.
We have no hesitation in highly recommending Telinet for
their service and support and will continue to do business
with them for the foreseeable future.
Graham Silversides
IT Director
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