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Case study

Newell Palmer

 

Requirements

Newell Palmer have grown quickly via acquisition over the previous few years. They had an ageing phone system with ISDN lines at their head office in Wolverhampton as well as two remote offices in Bromsgrove and Nuneaton with similar old systems. Newell Palmer were looking to update all of their phones at each of the three sites (140 in total) and to reduce call costs for calls between their offices. Any new system should position them to easily scale in future.

The Solution

Citytalk recommended an LG iPECS UCP600 phone system as it addressed all of their requirements, and our system was a great fit with their existing IT environment that incorporated cloud desktops. A three phase plan was put into motion that involved:

  1. Replacing the existing phone system and network switches at Wolverhampton with the new LG System utilising existing ISDN lines and an LG ISDN module loaned to Newell Palmer by Citytalk.
  2. Installing remote phones at the Bromsgrove alongside their existing phones.
  3. Installing remote phones at the Nuneaton alongside their existing phones.
  4. A phased number porting process was then undertaken to migrate all existing telephone numbers to our partner VOIP provider

The main system was installed and configured inside of a single day with minimal downtime utilising their existing data cabling that was in place for their old phones. Ongoing costs for line rental and calls have been reduced and other features include:

  • Zero cost inter-office calls
  • Call recording and monitoring allows Newell Palmer to monitor customer contacts to improve customer service as notifying them of call statistics on a daily basis
  • Door Phones at the Wolverhampton office to allow staff to answer and open doors in the building
  • Remote VOIP door phones to allow staff at remote office to answer and open doors
  • Per-User fixed monthly cost from Citytalk

Testimonial

"CityTalk have been instrumental in overhauling out telecoms system. They helped us choose and install a practical and cost effective solution that allowed our business to operate in a slick and efficient way. They reduced our monthly expenditure while modernising the way we interact with our clients and staff at all three of our offices. The team at CityTalk have been on-hand to assist us with queries no matter how big or small, and they have supplied and delivered a first class product and service"

Alan Martin, IT and Marketing Manager, Newell Palmer.

www.newellpalmer.co.uk