Recession Wary Companies Adopt Expanded Mitel TotalSolution Program

April 28, 2008


Recession Wary Companies Adopt Expanded Mitel TotalSolution Program

Companies large and small prepare for economic headwinds with comprehensive managed services program to focus on top and bottom lines


MitelMitel TotalSolution®

With more than $1 billion in revenues since the program was introduced more than 20 years ago, the Mitel TotalSolution managed services program has built a huge following in the U.S. with some 70 percent of new customers opting for Mitel’s “one hand to shake” service offering. More than 17,000 companies large and small today entrust their complete business communications and service requirements for a fixed monthly fee to a single, trusted vendor - Mitel. As part of the re-launch of the program, the comprehensive Mitel TotalSolution program now includes the extensive Mitel unified communications portfolio of platforms and applications, IP / data communications network planning, provisioning, and carrier services, along with complete service, training, and support, as well as other financial benefits.

“Mitel takes the day-to-day effort of managing networks and chasing vendors for service out of customers’ hands so that they can take full advantage of the products, the services, the applications, and the technology that's afforded to them by communications to improve their business performance,” says Joe Ward, Mitel’s senior vice president of managed services. “We earn customer loyalty not by surveys, but every 30-days by delivering business communications solutions that answer real-world business needs.”

As the economy continues to show signs of a slowdown, companies are increasingly choosing to free up working capital by shifting the cost of depreciating IT assets to an operating expense and evening out their cash flow. The typical Mitel TotalSolution contract has a term of 60 months and allows the customer to renew at a specified price for up to an additional 36 months while benefiting from a comprehensive business communications solutions, full maintenance, and support services at a set monthly cost.

Unlike typical vendor-sponsored leasing programs that expose a customer to platform obsolescence without the option to upgrade or enhance that technology, the Mitel TotalSolution managed service program provides ongoing management services plus a no-penalty upgrade provision that ensures customers can continue to benefit from most recent technological capabilities, especially in today’s rapidly changing technology environment.

A recent convert to Mitel TotalSolution managed services is Foley, Incorporated (, a 360-employee company that celebrated 50 years as a valued Caterpillar dealer and business partner to customers throughout New Jersey, and recently replaced its company-owned Avaya Definity PBX. While he evaluated proposals from the incumbent, Cisco and Nortel, Foley CAT’s IT manager recommended Mitel’s TotalSolution program based on the resiliency and redundancy of the Mitel 3300 IP Communications Platform (ICP), the attractiveness of the software upgrades and 24 / 7 maintenance support of all components including Mitel NuPoint Messenger™ IP, Mitel Customer Interaction Solutions, Mitel Teleworker Solution, Mitel Your Assistant™, and Mitel Mobile Extension.

“The lease of our Avaya system included standard 8 – 5 maintenance with additional costs for off-hours support, and more costs for maintaining and troubleshooting system, phones, and wiring,” said Foley’s Dave Phillips. “Mitel’s TotalSolution offer presented an attractive service agreement that includes software upgrades and 24 / 7 maintenance support of all components in a monthly service fee that comes in at two thirds the cost of our previous system. Quite simply, no other vendor provides such a comprehensive program.”

Mitel’s field technical personnel, implementation specialists, project managers, and local market managers have an unparalleled focus on customer satisfaction. Consistently scoring 90 percent or better in quarterly service level statistics for timeliness and level of completion of issue resolution, knowledge, efficiency, and professionalism of its field services technicians, while the national customer care center is commended for its speed of answer, knowledge, and professionalism.

Mitel’s managed services program also differs greatly from those of other vendors’ “simple lease” programs by providing more comprehensive business value. Under the Mitel TotalSolution program, Mitel help clients take advantage of how new communications technology that can favorably impact any organization's six cost centers – operations, facilities, administration, human resources, infrastructure, and sales – and present a communications solution that can assist them in driving efficiency and reducing costs. Given Mitel’s ability to interoperate across various network vendors’ equipment, Mitel consultants are able to work with a customer’s IT infrastructure and help them leverage existing investments. In addition, no other networking vendor can match the same breadth of managed services offering as Mitel, ranging from up-front consulting and maintenance to upgrades and carrier services, all under the Mitel TotalSolution umbrella.

Headquartered in Dallas, Group & Pensions Administrators, Inc. (GPA) ( is a health insurance, pension, and benefits administrator serving some 200 clients, ranging from SMBs to multinational corporations. It was looking to improve its responsiveness to incoming customer calls and emails, deliver standardized communications to remote workers, utilize fax technology to expedite document transfer, and reduce hardware, software, and carrier-related expenses. Working with GPA to understand how its products and services affect not only the infrastructure of its communication environment but the business facet as well, Mitel recommended a solution that delivers powerful IP-based applications to three centrally managed locations including a contact center, and support for teleworkers and mobile employees. In order to maximize its buying power with Mitel and streamline its vendor management, GPA also selected Mitel NetSolutions network services offerings in a Mitel TotalSolution managed services package.  

“In moving from our previous platform we realized annual overhead cost reductions and cost efficiencies in excess of $100,000 through elimination of costly moves, adds, and changes,” said Mac McIntyre, vice president of information systems at GPA. “Increased first-contact resolution for our clients has resulted in improved customer service and satisfaction.”

Mitel TotalSolution managed services program is available directly through Mitel and its more than 120 Mitel Exclusive Business Partners, while FlexiTel®, from GreatAmerica Leasing Corp ( is available through the Mitel U.S. authorizedPARTNER community.

About Mitel

A global market leader in business communications powering more than two billion business connections, Mitel helps businesses and service providers connect, collaborate and provide innovative services to their customers. Our innovation and communications experts serve business users in more than 100 countries. For more information, go to and follow us on Twitter @Mitel.

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