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Jumar Solutions

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“Daisy’s business continuity and disaster recovery solution has enhanced our proposition to our current and potential clients by delivering an extra level of confidence. It can be compared to a form of insurance – a necessary precaution that will save us considerable cost and disruption if an event happens.”

Adam Bell, IT Infrastructure Manager at Jumar Solutions

The Background

Jumar Solutions is a global IT services and solutions company which provides a combination of recruitment, resource augmentation services and outsourced IT projects. Founded in 1999, the business quickly became one of the fastest-growing companies of its kind within the UK and has since enjoyed organic growth thanks to referrals, recommendations and reputation.
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Electrical Testing Ltd.

Daisy_Group_Case_Study_Electrical_Testing_Ltd

 

The new EFM circuit has significantly increased staff productivity. I get fewer complaints that things aren’t working in the office and it has made things a lot smoother across the whole company.

Francis Lille, Chief Technology Officer at Electrical Testing Ltd.

The Background

Electrical Testing Limited is an independent Norfolk-based company specialising in the electrical and structural inspection and testing of street furniture. Founded in 1990 and with more than 100 staff working on site around the country, the team of chartered engineers and specialists work with many key local authorities and major contractors across the UK offering complete electrical and structural inspection and testing services.

With on-site engineers taking in excess of 500 photos per week, substantial data requirements and heavy bandwidth usage meant the business needed to explore new avenues to improve, update and simplify its connectivity process to achieve increased productivity and efficiency.

The Challenge

As the business’ existing ADSL broadband provider, the team at Electrical Testing Ltd approached their Daisy account manager concerned that staff were relying on a slow and rapidly declining data connection that was impacting on overall operations and hindering their growing requirements.

Francis Lille, Chief Technology Officer at Electrical Testing Ltd, explained why their current connection was no longer fit for purpose, stating: “We actually got a phone call from Dropbox advising that we were among some of the heaviest data users they’d ever seen due to the volume of photos that we store. Because of the amount of data we deal with, our internet connection was not coping at all.”

The company also struggled due to being situated in a rural location where its connectivity options were limited. In order to meet its requirements, it was vital it invested in a faster and more reliable solution that would enable staff to work more efficiently.

The Solution

Taking into consideration the business’ requirements for improved internet reliability whilst bearing in mind the challenges that its rural location presented, it was clear that Electrical Testing Ltd would benefit from upgrading its existing microwave broadband to an Ethernet first mile (EFM) circuit. The solution would enable staff to benefit from up to 100 Mbps upload and download speeds as well as an unlimited download limit without any contention.

Francis explained: “When we started the process of searching for a new provider, we realised we had never experienced any problems with our ADSL connection with Daisy. We knew from experience that they were reasonably priced so for us, it was the natural choice when it came to simplifying our processes.”

Because of the business’ location, the install of the circuit involved a more complicated setup than normal, so Daisy made sure the charges were absorbed into the monthly rental costs for the term of the contract, helping avoid large upfront charges for the business.

The Result

Since upgrading to the high-performance EFM circuit, the business has observed much better internet reliability and increased speeds, consequently boosting staff productivity.

The business has also noticed much less downtime on site, and a data transfer that would have taken up to eight hours prior to the EFM upgrade now takes just five minutes meaning the business is much more productive.

With engineers taking more than 500 photos per week, the quick and seamless uploading of such a high volume of images not only benefits staff, but has a much more positive outcome for clients also.

Francis explained: “In emergencies where a client calls us for something that is needed urgently on site, uploads sometimes used to take a whole day, but thanks to this revised solution, it takes five minutes – you cannot put a price on something like that.

“It has significantly increased staff productivity. I get fewer complaints that things aren’t working in the office and it has made things a lot smoother throughout the entire company.”

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Mail Boxes Etc.

New businesses like ours don’t want to have to front a lot of money and get tied down into lengthy contracts. Daisy worked with us to get us the best deal on the solutions we needed at the best price.

Bridget Maendl, Business Owner at Mail Boxes Etc.

The Background

Mail Boxes Etc. is a worldwide franchiser of retail parcel delivery, courier and postal services, which serves more than 150 UK high street locations and 1,500 worldwide. The business also offers business card and leaflet printing services, fast digital copy services, mailbox rental and virtual office packages.

Since establishment, the organisation’s London Bridge and Waterloo stores’ communications services – telephone systems, lines and calls packages and internet connections – have been provided by Daisy, due to the provider being listed on the franchisees’ preferred supplier list.

The Challenge

Due to the nature of the services it provides for its customers, Mail Boxes Etc. is under constant pressure to ensure all orders are processed for shipping as quickly as possible. The business also prides itself on delivering superfast turnarounds, working with partners such as FedEx, UPS, DHL, TNT, Royal Mail and Parcelforce Worldwide, so handling shipments and ensuring parcels arrive safely and on time is a priority.

However, an increasing volume of business coming into the Waterloo shop was adding strain on the existing ADSL broadband. This meant speeds were slowly declining and this was having an impact on productivity and overall operations. To meet its new requirements, the company required a faster internet connection that would enable employees to quickly access online records and print the postage labels.

The Solution

As a happy existing Daisy customer, the team at Mail Boxes Etc. challenged its account manager to find a solution to meet the company’s growing needs.

Taking into consideration the business’ requirements for improved internet reliability while keeping costs as low as possible, it was clear that the franchise would benefit from upgrading its ADSL broadband to a fibre broadband connection. The new high-speed solution would provide the upload and download speeds that it needs to cope with the rising volume of traffic.

The Result

Since the upgrade to the high-performance fibre solution, the business has noticed improved internet reliability and increased speeds, which have helped boost staff productivity. However, it wasn’t just the solution that the team at Mail Boxes Etc. was happy with, they were also pleased with the overall service provided.

Bridget Maendl, Business Owner at Mail Boxes Etc., said: “We initially chose Daisy to provide our communications services because they were the most cost-effective option, and they continue to be so. Since upgrading to fibre broadband, we’ve not had a single problem with our internet connection.
“New businesses like ours don’t want to have to front a lot of money and get tied down into lengthy contracts. Daisy worked with us to get us the best deal on the solutions we needed at the best price.”

The Future

Staff at Mail Boxes Etc. currently rely on their personal smartphones to make calls and access their emails, but the business is now looking to invest in cost-effective business mobile contracts that enable colleagues to work from anywhere.

“We would not have a business if we did not have the services Daisy provides – they are an essential partner to us. As technology advances, we look forward to continuing our relationship and looking at solutions that enable us to provide our customers with an even better service,” added Bridget.

Bungay High School

Bungay High School students

The difference the leased line has made to the school has been nothing short of amazing. So much so that Bungay High School is about to become one of the first schools in Suffolk to move our entire infrastructure to the cloud.

Rick Hekkenberg, IT and Network Manager at Bungay High School

The Background

Bungay High School is a mixed secondary school situated in Suffolk, which also comprises a sixth form centre located less than a mile away. It currently has approximately 1,500 students, aged 11 to 18 years, in total across two sites.

Founded in 1565, the school achieved academy status in 2011 and prides itself on its strong working relationship with parents. Bungay High School also leads the North Suffolk Skills Academy (NSSA) and works closely with two feeder schools, Bungay Primary and Edgar Sewter Primary.

The Challenge

Technology has helped transform the classroom over the last decade. From students conducting online research to teachers integrating digital content into lesson plans, the internet has become pivotal to the learning experience pupils at Bungay High School receive.

However, the increased use of laptops and online learning platforms such as Moodle added a significant strain to the school’s existing bonded ADSL internet connection. In the past, the joining of multiple broadband lines had proven to be an adequate solution, but the greater demands placed upon the network meant that it struggled to cope, and speed and reliability dropped as a result.

Rick Hekkenberg, IT and Network Manager at Bungay High School, said: “The rising number of devices connecting to the internet meant our bandwidth was reaching full capacity. Students would have to wait for videos to finish buffering and, in some instances, they wouldn’t even be able to access online materials. Entire lesson plans would have to be reworked if they involved YouTube because of the slow speeds. It was hindering our ability to deliver an interactive learning experience.”

The school also required a fast and reliable internet connection for administrative use and to regularly back-up its data as part of its disaster recovery plan.

The Solution

In 2013, staff at Bungay High School turned to the team at Daisy and tasked them with finding a solution to the problems it faced.

After looking into the school’s data usage and knowing it wasn’t located in a fibre-enabled area of the country, Daisy specialists identified that the school needed a leased line – a dedicated, high-speed internet connection which offers symmetrical upload and download speeds.

“Leased lines had previously been discussed as an option, though our budget at the time couldn’t quite stretch to it and the ADSL solution was meeting our requirements. Our account manager explained that costs for this type of connectivity solution had dropped and, better still, in our case it could be installed without any upfront costs. Without this kind of proactive assistance, we would still be using the insufficient solution,” said Rick.

A 30Mbps leased line was subsequently installed to ease the burden on the school’s network, however it was the upgrade to a 100Mbps connection in 2015 that would have the greatest impact. Not only did the upgrade guarantee faster speeds and more reliability, but it also allowed Bungay High School to implement a virtual private network (VPN). This has enabled both staff and students to securely access the school’s network and resources such as Moodle outside of the classroom.

It was also agreed that Daisy would handle the security of the school’s network with a managed firewall, helping protect it from viruses, malware and hackers.

The Result

Since implementing the leased line, VPN and the fully-managed firewall, Bungay High School has seen a range of improvements and benefits.

Rick said: “The difference the leased line has made to the school has been nothing short of amazing. So much so that Bungay High School is about to become one of the first schools in Suffolk to move our entire infrastructure to the cloud. This has only been made possible thanks to the connectivity solution, which is backed up by robust service level agreements, which Daisy provides us with.”

But the 100Mbps leased line has meant the school benefits from more than just faster speeds and a more reliable connection.

Rick added: “Having a virtual private network means we can now offer students access to the school’s Moodle platform from home, and staff are no longer forced to work on site during school holidays. The solution also enables us to quickly perform regular backups to help protect our valuable data.”

Bungay High School was so pleased with the solutions it received that it recommended Daisy to work with its two feeder primary schools and the North Suffolk Skills Academy. Today, each one has its own dedicated internet connection provided by the same supplier, meaning the four sites now form part of a “connected learning network”.

Handel & Hendrix in London - Logo

Handel & Hendrix in London

 

I had no idea what a hosted VoIP telephone system was prior to speaking to Daisy. But our account manager was really helpful and explained it so simply that the cost benefits were soon very clear.

Simona Tocco, Facilities and Building Manager at The Handel House Trust

The Background

Handel & Hendrix in London is a combination of two iconic adjoining buildings located in Mayfair, London. The properties were home to two famous musicians: Jimi Hendrix, regarded as the greatest rock guitarist of all time; and George Frideric Handel, a German-born composer of the Baroque era who made Brook Street, London his home for 36 years.

The world-renowned organisation opened as the Handel House Museum in 2001 to promote knowledge and awareness of Handel’s music. However, thanks to a £2.4million capital project which included a £1.2million grant from The Heritage Lottery Fund, Hendrix’s flat was restored to its original state along with improved facilities in a year-long build in 2015. Handel & Hendrix in London opened to the public on 10 February 2016 to critical success.

The Challenge

In 2013, the organisation that owns these two residences – The Handel House Trust – was granted funding to commence the refurbishment of Hendrix’s former property and decided it would be an opportune time to overhaul its existing communications services.

Staff at the museum had previously been reliant on basic ADSL broadband for internet access and backup functionality, but slow speeds were hindering productivity. The on-site Mitel telephone system, which was more than 14 years old, was only able to receive one call at a time, its features were limited, and it was being used via obsolete handsets.

Simona Tocco, Facilities and Buildings Manager at The Handel House Trust, said: “We had wanted to consolidate our services with Daisy prior to the creation of the new museum, but were unfortunately unable to upgrade due to funding constraints. Knowing that incoming call traffic would increase, we wanted a system that could handle multiple calls and enable us to deliver a first-class visitor experience.”

As an independently funded charity, The Handel House Trust also expressed a desire for a communications solution that could help make substantial cost savings.

The Solution

As a happy Daisy maintenance customer, the Trust challenged its account manager to find a solution to meet its needs.

It was clear from the Trust’s requirements that the museum would benefit from a hosted VoIP solution – an off-premise telephone system which connects calls over the internet instead of a phone line.

“I had no idea what a hosted VoIP telephone system was prior to speaking to Daisy. But our account manager was really helpful and explained it so simply that the cost benefits were soon very clear,” said Simona Tocco.

In order to get the most from the cloud-based solution, the museum needed to upgrade its existing ADSL broadband connection to a connectivity solution that could handle the increased bandwidth requirements. Due to the premise’s location, fibre broadband was unavailable, so Daisy installed a managed internet connection, which is a dedicated – meaning it’s not shared with other businesses – internet connection that offers guaranteed speeds and improved reliability.

The Result

The new cloud-based telephone system and accompanying connectivity solution were both installed well before the museum’s opening date, helping ensure a smooth launch.

Simona Tocco commented: “The installation from Daisy was quick and seamless, however the overall refurbishment was a massive project which involved multiple suppliers. Our account manager and engineers went above and beyond their roles to ensure the overall transition ran smoothly.”

The major benefit the museum has found from using the hosted telephone system is that any updates and maintenance work is now handled by Daisy and done off-site. An online portal is also available for staff at the Trust to add, configure and remove value-adding features at the click of a button. The disaster redirect feature, for example, ensures that if at any point service was to go down or staff are unable to get into the office, calls could automatically be redirected to assigned mobiles, allowing the museum to continue to deal with visitor enquiries.

Simona Tocco added: “All our staff now have individual feature-rich handsets which allow them to do things like transfer, hold or record calls, which makes managing calls much easier. The easy-to-use online portal also allows us to manage the system ourselves so there is no need to wait for an engineer to visit.

“The other obvious benefit we’ve seen has been the cost savings. Now all our calls are delivered over the internet in HD quality, yet our monthly call expenditure has been reduced”

Internet reliability has also drastically improved thanks to using a high-performance connection which is proactively monitored 24/7, 365 days a year. The managed internet access solution means the museum no longer shares bandwidth with other organisations, helping improve speeds and allow staff to work more productively.

Following the museum’s launch, an award-winning radio station requested to broadcast from Hendrix’s flat but stated it was unsure if the premises could support its bandwidth requirements. Daisy was able to provide performance reports as proof that its managed internet connectivity service would cope and the station went on to host its first live show from the museum, helping to boost publicity.

The Diocese of St Edmundsbury & Ipswich

 

We have been left particularly impressed by the new hardware which has contributed noticeably to business efficiency and is a vast improvement on anything we have used before.

Gavin Stone, Assistant Diocesan Secretary for the St Edmundsbury & Ipswich Diocesan Board of Finance

The Background

Founded in 1914, the Diocese of St Edmundsbury and Ipswich, serves over 728,000 people living in Suffolk plus one parish in the county of Essex, a geographical area of over 1,400 square miles.

Out of this population, almost 20,000 people from 446 parishes identify themselves with the Church of England by being members of the church electoral roll, and on average 13,000 attend Anglican Church services every Sunday. The Diocese supports the work of 88 church schools and aims to have a presence in every local community.

The Challenge

The Diocese of St Edmundsbury and Ipswich was experiencing poor connectivity between its central office and satellite sites. It also had an outdated telephony system which wasn’t meeting its requirements.

As a result, the institution sought a communications system that was more efficient, and one that could accommodate workers spread across multiple sites and those working from home. This also needed to be supported by a cost-effective solution that would provide support to the Diocese’s IT team.

The Solution

Following a competitive tender process, Daisy was selected as a preferred supplier due to its cost saving ability and its link to the Parish Buying Scheme, which puts potential suppliers through a rigorous selection process to provide cost savings for its members.

After considering the Diocese’s requirements, Daisy specialists proposed a multi-faceted Mitel solution which would also offer ongoing support and maintenance services.

The solution included a Mitel MiVoice Office telephone system, which offers instant messaging and desktop integration. Broadband lines were also supplied to the Diocese’s home workers, and a dedicated leased line was installed to the Diocesan office. Following on from the project-managed installation of the new system, Daisy provided full training to ensure that the Diocese’s staff were comfortable with using it and all of its features.

The Result

The integration of remote workers’ mobile phones and stronger Ethernet/ADSL connections to the main office and remote sites have improved connectivity, maintenance and software assurance. The significantly improved connection speeds have enabled staff to use cloud-based software more effectively.Gavin Stone, the Assistant Diocesan Secretary with oversight of communication and IT operations for the St Edmundsbury & Ipswich Diocesan Board of Finance, said: “The main

Gavin Stone, the Assistant Diocesan Secretary with oversight of communication and IT operations for the St Edmundsbury & Ipswich Diocesan Board of Finance, said: “The main benefit of the solution has been the transparency regarding the costs. The prices were clearly outlined to us at the beginning of the process and the result was in line with our expectations.“

“We have been left particularly impressed by the new hardware which has contributed noticeably to business efficiency and is a vast improvement on anything we have used before.”

Having successfully implemented this wide-ranging solution, Daisy is continuing to work with the Diocese to improve its ICT efficiency.

Raphael Design

 

Being a creative business, we understand the importance for designers to work out of the office from time to time, and we now have a system in place whereby we can always stay connected, regardless of the location each of us is working from.

Peter Lubrano, Director of Raphael Design

The Background

Raphael Design has provided graphic design and print solutions for more than 20 years. Based in Lichfield, Staffordshire, the firm offers a range of creative services, including: design, print, website creation, exhibition materials, corporate clothing and promotional gifts.

The Challenge

Many of the company’s designers found it easier to be creative when working from home but were unable to do so as the company’s telephone system, which was approximately 15 years old and limited in functionality, did not allow calls to be transferred. Subsequently, if staff did not work from the office there would be no one available to answer the phone and deal with client queries.

When off site, staff were using their personal mobile phones, as they did not have company mobiles, which meant that they were incurring the call costs and using handsets that were not necessarily appropriate for business.

The Solution

To enable the business’s staff to be more mobile, Daisy proposed implementing CloudSelect ™ Voice (CSV) – a type of phone system which uses the internet rather than a standard phone line.

This would allow staff to divert their landline to a mobile phone or home landline, and clients would be completely unaware that the person wasn’t at their desk.

The system would also give the team access to a range of modern functions such as individual voicemail, which could be accessed when away from their desks.

Raphael Design received visits from Daisy’s engineers, who checked the internet connection to ensure that it was compatible with the CSV phone system and therefore able to provide the appropriate bandwidth.

Daisy also suggested that the company purchase two iPhone 6 handsets to ensure that staff could be contacted by clients or other staff members whilst off site, without incurring unexpected bills on their personal devices.

The Result

As a result of upgrading its telecoms with Daisy, Raphael Design has been able to operate more effectively.

Peter Lubrano, Director of Raphael Design, said: “We have been able to work more flexibly, as a result of the new CSV phone system. Being a creative business, we understand the importance for designers to work out of the office from time to time, and we now have a system in place whereby we can always stay connected, regardless of the location each of us is working from.

“This is particularly beneficial for maintaining client communication, as we can redirect our individual desk phones when we are out of the office, so that calls are sent to our mobiles, and our clients are none the wiser.

“This, along with the auto attendant feature, which has enabled us to add greeting messages and a menu to our phone system, has given the company a much more professional image.”

Commenting on the overall Daisy experience, Peter added: “Since switching to Daisy we have been very pleased with the service received from our dedicated account management team. What particularly impressed us was that Daisy was also able to provide us with the improved system at the same monthly cost as the old system, which was a huge benefit to our company. We always associated new technology with an added expense, so it was great to learn that this is not necessarily the case.”

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Southgate Medical Group

 

The new telephone system has brought huge benefits to our surgery, especially for patients. The ‘My Inbound’ solution means that we can now manage incoming calls with ease, meaning patients have decreased waiting times and very rarely hear the engaged tone.

Nicky Shearwood, Practice Manager at Southgate Medical Group

The Background

Southgate Medical Group, based in Crawley, West Sussex, was established over 60 years ago.

The shared vision of the practice’s 30 members of staff is to provide out-of-hospital integrated care to its 9,000 patients when they require it. The practice has a long commitment to disease prevention and the promotion of good health.

The Medical Group has recently moved to new premises and has acquired more patients as a result.

The Challenge

Southgate Medical Group had a basic telephone system in place but following the increase in patients, the system was overburdened. As a result, callers were often met with the engaged tone when phoning to book an appointment.

The surgery sought a new solution with more functionality to improve access for patients and ease the admin burden on staff.

The Solution

Daisy assessed the surgery’s previous issues and identified an opportunity to increase the practice’s call capacity, by developing the existing system using SIP (Session Initiation Protocol) trunking.

SIP is a form of hosted VoIP (Voice over Internet Protocol) which uses the internet to transmit voice data. SIP trunks are used to add data lines to a business’ existing, standard telephone system, making it internet-enabled and allowing new connections to be added in the future, should staff numbers increase.

As part of the SIP installation, Daisy switched the practice to specialist Avaya handsets to provide added functionality, such as the ability to add a greeting message, caller options and facilitate the redirection of calls.

The SIP solution is supported by the online portal ‘My Inbound’, which allows the surgery to access live statistics thereby having full visibility over the system and enabling staff to manage time and resources in order to deal more effectively with call traffic. In addition to this, Daisy also deployed six Bluetooth-enabled mobiles – with unlimited calls and texts – to leverage remote working for certain members of staff, such as GPs who are often required to make home visits or be on call.

The Result

As a result of upgrading its telephony with Daisy, Southgate Medical Group has been able to directly influence patient satisfaction and communication.

Nicky Shearwood, Practice Manager at Southgate Medical Group, said: “We had heard of Daisy and understood that they had a very good reputation, specifically in the health sector. We chose Daisy based on this reputation and also because of the support and dedication our account management team could provide us with.

“The new telephone system has brought huge benefits to our surgery, especially for patients. The ‘My Inbound’ solution means that we can now manage incoming calls with ease, meaning patients have decreased waiting times and very rarely hear the engaged tone.

“Secondary to this, we can also manage staff productivity and efficiency a lot better. We can contact GPs while they are on the move, and they can update us if they are running behind on a home visit so that we can make adjustments to appointments or allocate more staff.

“We are really happy with the solution and the 24/7 maintenance of our telephone lines has been a real added benefit.”

 

Accrington and Rossendale College

 

We use our mobiles extensively across the college, from sending text messages for matters of student support, providing our on-call IT and facilities staff with a means of communication and having a supply on hand for school trips. It is therefore essential that the mobiles are as cost-effective, reliable and user-friendly as possible. We are pleased to report that we have had no problems since the deployment and that the new devices have been welcomed by all users.

Richard Kelly, IT Operations Director at Accrington and Rossendale College

The Background

For more than 50 years, Accrington & Rossendale College has been providing award-winning education and training to the students of Hyndburn, Rossendale, the Ribble Valley and beyond.

In addition to a diverse curriculum of further education, Accrington & Rossendale College boasts a highly respected university education programme.

The Challenge

Prior to working with Daisy, Accrington & Rossendale College had a large mobile contract on the Orange network with another telecommunications provider.

The contract only offered the college a shared business plan, meaning that call and data allocation was not evenly distributed across all users. As a result, staff were unaware of their minute and data allocation, allowing some people to use considerably more of the call allocation than others.

The college sought a new and better deal which would provide an online portal as well as a billing platform.

The college had also found that it was unnecessarily overspending on its telecoms because it did not need as many handsets as the previous supplier was providing.

The Solution

Accrington & Rossendale College selected Daisy as a result of how competitively priced the provider would be over a two-year contract. The value of the bundles were viewed as being particularly good, providing the college with a high level of data and call usage. Daisy was also in a position to offer 4G, an attractive feature which at the time was widely unavailable amongst other telecoms providers.

Daisy deployed a selection of 48 mobiles to Accrington & Rossendale College, a reduction of almost half of what it received from its previous provider. The deployment included standard Nokia devices in addition to the latest iPhone handsets.

Richard Kelly, IT Operations Director at Accrington & Rossendale College, said: “We really liked the technology Daisy could offer us and the Vodafone network has proved to be very effective. The level of service delivery was very quick and our mobiles arrived with the SIM cards already inserted and username details included. This made it much easier for us and meant that we could use the mobiles almost straightaway.”

Richard added: “We do like buying locally wherever possible and the location of our mobile account manager is ideal should we encounter any issues.”

The Result

As a result of reducing the number of mobile phones and Daisy offering a competitively priced package, Accrington & Rossendale College has noticed a cost reduction of 42% on previous bills. In addition to this, the college has benefited from the added ability to receive warnings when people are reaching their data and call limits, rather than do it retrospectively which can result in incurring large, unexpected bills.

Richard said: “We use our mobiles extensively across the college, from sending text messages for matters of student support, providing our on-call IT and facilities staff with a means of communication and having a supply on hand for school trips. It is therefore essential that the mobiles are as cost-effective, reliable and user friendly as possible. We are pleased to report that we have had no problems since the deployment and that the new devices have been welcomed by all users.

“The cost reductions have been a real highlight as we are now able to reinvest this money into supplying vital learning resources for our students.”

Accrington & Rossendale College now regards Daisy as a major strategic partner who they are happy to work with in the future.

Marchant Harries

 

Our new telephone system is significantly better than what we were using before and having used the range of dynamic features CSV offers, it’s hard to imagine how we ever coped with our previous more basic system.

Michael Thompson, Partner at Marchant Harries

The Background

Marchant Harries is a legal practice run by six partners and backed by a 15-strong team of solicitors, paralegals and support staff.

Established nearly 100 years ago, Marchant Harries provides a range of private client work, specialising in core legal areas, such as; wills and probate; family; litigation and disputes; personal injury; medical negligence and crime. This South Wales leading law firm, which operates from two offices based in Aberdare and Hirwaun, prides itself on delivering a friendly and professional service – giving its client base one port of call for all their legal needs.

The Challenge

Prior to working with Daisy, Marchant Harries had a traditional phone system in place with another supplier. The practice, however, found that this system was very outdated and had limited functionality. When the system broke down, Marchant Harries decided that, rather than replace like for like, it was time to upgrade its telephony.

Working across two different offices, Marchant Harries experiences a high volume of calls on a daily basis, originating from both clients and internal staff communication. The firm, therefore, required a solution which would be cost-effective, manageable and future-proof in order to adapt with the firm as it grows.

The Solution

In order to provide Marchant Harries with a modern telecommunications system that would meet its requirements, Daisy proposed implementing its hosted telephony solution, CloudSelect TM Voice (CSV), across the business. Daisy CSV is a telephone system hosted on the internet, which provides users with a range of call management features such as voicemail, call redirection, email integration and a web portal for ease of control.Michael Thompson, a Partner at Marchant Harries, said:

Michael Thompson, a Partner at Marchant Harries, said: “Cloud-based software is the future and that was the direction we wanted to head in when upgrading our telecoms with Daisy. We are focused on expanding and developing our business and it is therefore vital that our IT infrastructure is flexible and sustainable for the future.”

The Result

As a result of implementing CloudSelect TM Voice, Marchant Harries has experienced a whole host of benefits.

Michael Thompson said: “Our new telephone system is significantly better than what we were using before and having used the range of dynamic features CSV offers, it’s hard to imagine how we ever coped with our previous more basic system.

“We were very impressed by Daisy’s offering and service delivery, in particular the full day of training which was provided to our staff. Since the implementation, we have benefited from enhanced quality of communication and the ease in which we can manage client contact.

“With the new system in place we can essentially provide a 24 hour service to our clients, as even when the offices are closed, they can leave voicemails with ease and be assured that we will return their call at the earliest opportunity.

“Our voicemail messages are automatically sent to our fee earners and staff who all have their own email accounts, which means we can pick up client messages while we are on the move, to avoid delay and keep client satisfaction to an optimum.”

The Future

Looking to the future, Marchant Harries plans to open a new Hirwaun office, and move towards increased uptake of online software.