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Malvern Hills District Council

Malvern Hills Council was operating an aging telephony system that was not supporting the organization adequately. It needed a phone system that it could depend on which offered a reliable means for people to contact the council. Instead of simply replacing it with a traditional phone system, the council chose to move forward with an IP communications platform
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The council wanted to implement a system that would support more collaborative working across the council, from those in the contact centre, to those on the road, to desk-based employees and home workers.

“We investigated IP communications systems from many vendors but Mitel stood head and shoulders above the others,” said Mac Chivers ICT Manager Malvern Hills District Council. “It was clear that Mitel offered best of breed technology in both IP Communications and integration with OCS. Moreover, Mitel offered advice that was easy to understand, whereas other manufacturers made it unnecessarily complex. For me, it was crucial that they took the time to understand our business requirements and offered advice based on our needs rather than trying to shoehorn in their own technology. In turn, I felt confident that Mitel would deliver.”

    Goals
    •  Minimize voicemail tag and reduce email overload 
    •  Consolidate communications channels into a single interface 
    •  Reduce the plethora of gadgets and devices 
    •  Communicate more effectively between different sites and different departments 
    •  Ensure residents get a prompt resolution to their issue or question 
    •  Provide the right communications tools to migratory  personnel working at different locations and at different times 
    Results
    • Overall increase in efficiency of workers using the new system 
    • 40-50% more calls being managed per day without additional resources 
    • Staff have more time to focus on their job rather than searching for people 
    • Staff are no longer slaves to email, using instant messaging to see if people are free 
    • Reduced the irritation of modern technology, making it easier to communicate 
    • Staff can now work at different sites and communicate effortlessly 
    • Rapid adoption of technology by users who quickly grasped it’s usefulness 

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