New telephony system from BITS and Intellicom facilitates strong business growth

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New telephony system from BITS and Intellicom facilitates strong business growth

Intellicom reseller, BITS deploys hosted VoIP solution Intune to support business growth plan for Barrow Training

Challenge

As the company started to grow, it became very clear to director, Liz Doran that the existing telephony system was not fit for purpose.With many of their business enquiries coming in via phone, a robust and reliable system was required.Also, with the addition of new staff, flexibility was the order of the day and Liz turned to their existing and trusted IT services provider, BITS for advice and guidance on how to move forward.

Knowing that Barrow Training already had high-speed broadband connectivity, account manager with BITS, Elaine Costello immediately recommended ‘Intune’, Intellicom’s hosted business telephony solution designed to deliver high performance telephony at a cost-effective and predictable monthly fee per user.

BITS is an accredited Intellicom partner and member of its reseller program, ‘Intent’.

“Once the initial consultation was completed, and it was confirmed what we needed, it was a very simple transfer with very few issues. They were addressed very clearly and very quickly. We were up and running in no time without any downtime or business disruption.”

Liz Doran, director, Barrow Training

Solution

The BITS team deployed ‘Intune’, Intellicom’s feature-rich unified communications and business communications software suite.A total of 7 extensions based on a simple licensing model were deployed for the full-time staff at Barrow.

Speed of deployment was key and was cut to the shortest possible time thanks to seamless teamwork between BITS on-site and Intellicom’s remote support, ensuring that system configuration was done to meet project deadlines. Hunt groups with flexible call routing and easy configuration of welcome messages can be done in-house at Barrow Training by Liz Doran and her team and this saves time and money for a company operating in a fast-moving environment.

It’s also comforting for Liz Doran to know that Barrow Training is fully future-proofed allowing the company to deploy more sophisticated unified communications and omni-channel features into the future. ‘Intune’ supports fixed line and mobile voice, video, instant messaging, presence, eMail, and social media with most features available “out of the box”.

“Our hosted telephony solution is ideal for growing businesses. It can scale up or down as required and businesses only pay for what they need. Extra functionality such as call recording also comes as standard.”

Robbie Fitzpatrick, sales manager, Intellicom

Benefits

Perhaps the greatest benefit of the new system is flexibility, allowing Liz Doran and her team to route calls depending on traffic volumes.With September and January especially busy times of the year and a high proportion of client enquiries coming in over the phone, the ability to quickly reconfigure how inbound voice traffic is handled, is critical for the company and directly supports its commitment to service excellence.

A significant reduction in call costs was also noted following the move from an on-premise to a hosted VoIP system, a welcome development for Liz Doran who also keeps a close eye on the finances of the company. A detailed cost analysis was performed by BITS at project outset and the goal of reducing costs materialised very quickly following deployment.

The system is also very easy to use thanks to an intuitive and user-friendly portal based on point and click functionality. New licenses and extensions can be easily added for new hires and the learning curve associated with performing the basic functions of the telephony system is very short.

“BITS have been our IT support provider for a number of years and the longevity of our relationship is evidence of the excellent level of service, advice and guidance they give to us.”

Liz Doran, director, Barrow Training

At a Glance

  • Swift, seamless deployment of new system without any downtime or business disruption
  • Significant reduction in call costs thanks to VoIP technology
  • Complete flexibility in call routing allowing staff to reconfigure call destinations in-house without having to engage costly engineers
  • Ability to record welcome messages alerting clients to opening hours or bank holiday arrangements
  • Fixed monthly cost per user negating the need for large scale investment draining cash flows
  • Streamlined communications for Barrow’s clients ensuring calls are answered in a timely fashion
  • Zero administration overhead as this is handled by BITS directly through the Intellicom partner portal

“Intellicom’s ‘Intune’ system gave Barrow Training the opportunity to use new features such as welcome greetings that they could record themselves and hunt groups which were completely new to them. As a result the team can better streamline inbound calls and provide a more responsive service to customers.”

Elaine Costello, account manager with BITS

About Barrow Training

Barrow Training is a private training provider based in Bagenalstown, Co Carlow. The company was established in 2008 and has gone from strength to strength, particularly in the last number of years when business has steeply increased. The company is QQI, VTCT and FEC accredited and was the first training company in Ireland to be awarded the ISO 9001:2015 standard quality mark. Under the stewardship of Liz Doran, director, the company delivers a wide range of programs including healthcare,  childcare,  hospitality management, health and safety and personnel development. Courses are run as open courses from the training centre or privately for clients at their premises. Classroom-based courses or blended learning which incorporate online training offer maximum flexibility to the company’s many clients.