A prominent hospitality entity in Utah has been a beloved destination for families for decades. This entity offers a wide range of attractions and services, consistently providing memorable experiences to its visitors. With over 450 phone endpoints supporting various departments like guest relations, marketing, and IT, maintaining seamless communication is critical to their operations.
The client faced significant challenges with their outdated communication system. Installed in 1992, the system had become increasingly unreliable, making maintenance and part replacement difficult. As Jon Horrocks, VLCM Voice Engineer, noted, "They couldn't find any power supplies. They were down to one power supply, and they could not find a backup on eBay or anywhere else." The integrity of the communication system was paramount; any failure could compromise the safety of both customers and employees, especially in a high-traffic environment. Maintaining a reliable phone system was crucial to ensure seamless operations and safety for all.
VLCM initially won the bid to replace the client's failing system by proposing a solution from a reputable provider. However, on the day of the scheduled cutover, the provider announced they would be exiting the U.S. market for premise phone systems, with no new orders or support extensions past the end of 2024. Troy Blanchard, VLCM Pre-Sales Voice Engineer, recalls, “I immediately went to work with Mitel, figuring out how we could transition to Mitel MiVoice Business without the client losing their initial investment. Mitel really came through as a partner to help make the financial part really work for both the client and VLCM.”
With the approval to move forward with the Mitel MiVoice Business system, VLCM had just two weeks to replace the former phone system and program the new phones. Because Mitel MiVoice Business had more robust features, Jon wanted to make sure the client was getting the most out of their investment and met with department leaders to get a better understanding of their specific needs and how they conducted their business.
Jon explains, "Redesigning all of their call flows was a significant task. We initially planned to replace the system one-for-one, but during the discovery phase, it became clear that this approach would only replicate the same complicated setup they had before. I thought, ‘How can we design this better based on today's technology, which wasn't there in 1992?' We ended up spending more time than planned, but I believed the customer would be extremely happy with the changes."
Jon and his team incorporated features such as group park keys, which allowed each department to handle calls more efficiently. For example, the guest services team, spread across two buildings, could now visually see parked calls and pick them up seamlessly, improving their response times and coordination. The marketing department benefited from key line appearances, allowing them to see multiple lines and manage them more effectively. These customized solutions tailored to each department's unique needs significantly enhanced the client's communication capabilities.
The task was monumental. "We ripped and replaced two systems," Jon noted. "The previous provider's equipment had already been installed on the rack and on all the admin and marketing desks. We had to change all of that out for Mitel. Then we had to replace all the analog equipment on the night of the cutover. We did all of that, in addition to ordering the gear, getting it here, and programming it, in a two-week window."
Given the challenges of spinning up a system of this size in such a short time frame, VLCM had to leverage its community connections. Mitel had backordered PRI cards, but Jon and VLCM worked closely with a school district that kindly lent them a spare card. “Then we had to borrow 11 phones that hadn't been unboxed from a local city because we weren't going to get some phones in time,” says Troy. “There was a lot that had to come together to make this work, and it just did.”
On the evening of the cutover, Jon and two members of the client's IT team dedicated an entire night, working from 6:00 PM to 7:30 AM. As a result, the staff was able to seamlessly transition to the new Mitel system when they began their work that morning.
One of the most appreciated improvements was the introduction of caller ID. Jon shared, "The funniest thing, the most comments I got the day after the cutover was, 'I have caller ID now!'" Now, the client has a reliable platform that has vastly improved interactions between departments and with customers, ensuring smoother and more efficient communication.
Mitel played a crucial role in delivering an exceptional customer experience. When the original phone provider unexpectedly exited the U.S. market, Mitel stepped in to ensure a smooth transition to their MiVoice Business system. By working closely with VLCM, Mitel was able to quickly provide the necessary resources and support to meet the tight deadline.
The Mitel MiVoice Business system offers numerous benefits that significantly improve the client's communication infrastructure:
Mitel’s dedication to providing reliable support was evident in their responsiveness and willingness to offer additional discounts and gear to facilitate the transition.
At VLCM, we value lifelong relationships with our clients and are committed to their success. We're grateful for team members like Jon Horrocks and Troy Blanchard, whose dedication and expertise made all the difference in this project. Jon didn't just talk to IT or the person who purchased the phones; he went to each department head and asked, "Hey, what's going to make your life better?"
Troy worked closely with Mitel to ensure a smooth transition and secure the necessary resources, providing a modernized solution without additional financial pain from the former phone provider's exit. Both Jon and Troy leveraged our strong community ties, engaging with local clients to secure spare parts and meet the tight deadline. Thanks to their hard work and commitment, Jon and Troy truly Got IT Right for our client.
Strong thanks to Troy Blanchard and Jon Horrocks for taking the time to help bring this Customer Success Story to life. You can hear from Troy in another VLCM Customer Success Story, VLCM and RingCentral Guide a County in Utah to Cloud Migration Success.
Our client is a hospitality entity based in Utah. Out of respect for our client's privacy, we have chosen to keep their name confidential.
Mitel MiVoice Business
Troy Blanchard, Pre-Sales Voice Engineer
Jon Horrocks, Voice Engineer
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