- Retail
- Global
- Enterprise
- Hybrid
AllSaints
AllSaints, a global contemporary fashion brand with stores, franchises, concessions and outlets across 26 countries, was looking to achieve a single experience for its end users, irrespective of country, store or office. Moving to a MiCloud Flex hosted cloud solution offers a consistent experience for customers and employees, along with improved collaboration and ease of administration.
With stores, concessions and outlets across the UK, Europe, North America and Asia, over 3,000 employees worldwide and 255 directly operated stores, franchises, concessions and outlets across 26 countries, AllSaints needed a way to provide a single experience to all users. UK-based Mitel partner, Opus, helped provide a UCaaS solution that not only offered consistency but a host of other improvements as well.
At a Glance
AllSaints were looking to achieve a single experience for their end users, irrespective of location (country, store or office). Previously, the brand had a country-specific telephony platform which meant the running of the estate was challenging and required active management of local relationships with international SIP providers.
AllSaints provides a 24/7 global customer experience function operated from its Spitalfields contact center in East London which, previously, didn’t fully align with the brand’s agile business model and wasn’t easily scalable for seasonal changes in retail patterns.
With Mitel, AllSaints achieved true consistency and unified collaboration across its locations worldwide. Now customers and employees alike are able to have the same experience, no matter which AllSaints location they are in. The result has been peace of mind and greater control for AllSaints, providing a foundation to grow and focus on outfitting the world with excellent fashion.
Goals
Challenges faced by AllSaints:
• Bring distributed and separate telephony systems across 27 countries together for a unified communication experience across its global network of offices and stores.
• Support growth objectives with fresh requirements.
• Integrate with Zendesk for enhanced functionality.
• Optimize existing investments in Mitel technology.
Results
AllSaints has streamlined its operations with a single telephony solution and contact center, significantly reducing management time and resource requirements. This unified approach delivers a consistent global customer experience, with the ability to scale contact center agent seats by threefold during peak periods.
The migration to the new platform was seamless, with minimal impact on users and the retention of existing handsets and headsets. Additionally, the shift to an OPEX model has reduced capital expenditure and simplified billing, improving financial efficiency.
The new solution has greatly enhanced AllSaints' platform agility, flexibility, and scalability, ensuring the business can effectively handle seasonal peaks and troughs. Improved business continuity, resilience, and redundancy further support uninterrupted operations across their global network.
With 24/7/365 support and management provided by Opus Technology, AllSaints benefits from round-the-clock expertise and reliability, empowering the brand to focus on growth and innovation.
“Opus took on a comprehensive redesign of AllSaints’ infrastructure, deploying Mitel technology to give them full resilience in UK data centers. AllSaints now has maximum flexibility and scalability to customize their own communications environment, as demand dictates, but without the complexity of managing it themselves."
Matt Dudleston,Sales Manager, Opus Technology