Case Study: Firmdale Hotels

Managing a business communications network infrastructure that extends to multiple locations can be challenging. In the 24/7 hotel industry, uptime is critical to guest service, making this task even more daunting. Firmdale Hotels tackled this problem head-on, deploying Mitel Performance Analytics fault and performance management to monitor and manage the service quality of their Mitel unified communication system.


  • Critical need for 24/7 uptime in communication system
  • Desire for greater control over reliability
  • Network infrastructure extending to multiple sites
  • Need for a powerful management and monitoring tool


Mitel Performance Analytics fault and performance management software implemented to monitor and manage Mitel business communication system performance.


• Avoided downtime
• Simplified monitoring
• Enhanced reporting
• Ability to plan more effectively
• Optimal performance ensured
• Reduced necessity of travel



Firmdale Hotels owns and operates eight boutique hotels in London and New York, recognized for their high standards of excellence and unique townhouse style of decoration. The company’s winning approach has been recognized with a number of awards, including the Queens Award for Enterprise in 2000, 2006 and 2009, in recognition of its outstanding achievement in international trade.


Firmdale Hotels needed a management and monitoring tool that would assist the IT department in maintaining round the clock reliability to complement their existing Mitel communications infrastructure. Uptime is critically important in the hotel industry, and with devices and applications spread across multiple locations, Firmdale Hotels wanted greater control over this infrastructure.



Firmdale Hotels had been pleased with the simplicity and flexibility of their existing Mitel communication system. So, after assessing their options, the company chose to deploy Mitel Mitel Performance Analytics fault and performance management software, which is designed to monitor and manage Mitel UC solutions. 

The software monitors the performance, availability and reachability of Mitel devices on a 24/7 basis, as well as third-party applications such as routers, servers and voice mail. When an issue like low voice quality or high memory utilization is detected, an alert is dispatched to IT staff in real-time via email, SMS or Twitter. 

The Mitel Performance Analytics dashboard takes management of Mitel UC solutions a step further, with at-a-glance reporting of trends and statistics by device and by location. Using a standard web browser from a PC or mobile device, Firmdale Hotels can monitor the performance of their systems on an ongoing and historical basis.



Firmdale Hotels now has a powerful tool at its fingertips, ensuring their business communications network will always be responsive and reliable. Today, Firmdale Hotels can manage devices in all of its locations from a single, secure dashboard—saving the company time and travel costs.

“Accessing Mitel devices with a single login saves us time and allows us to troubleshoot problems without onsite visits,” said Mark Rupert Read, Director of IT for Firmdale Hotels. “We also appreciate that this access is secure, giving us peace of mind.”

Firmdale Hotels employees aren’t the only ones who benefit from the advantages of Mitel Performance Analytics, though. The capabilities of the system extend benefits to Firmdale’s customers, enhancing guest experience and avoiding troublesome service interruptions.

“Quick alerting to exceeded thresholds for service quality has a significant impact on our business, ensuring we avoid downtime for our critical unified communications systems,” said Read.

In addition to day-to-day operational concerns, Firmdale Hotels can also avoid being reactive with their business communication system and adopt a more proactive, optimization-focused approach. 

“Insight into statistics and trends on our network helps us to plan more effectively and ensure optimal performance,” said Read.