"We were seeking a long-term strategic partner, one who understands the marketplace and who was not only interested in selling us a phone system but was capable of supporting it too. In CommsFM we believe we have found such a partner. We look forward to many years of telephony cost savings and responsive customer service."
E & O laboratories provide sterile animal blood products and culture media to the clinical, food, industrial, pharmaceutical and environmental business sectors; throughout Europe and the Middle East.
E & O laboratories’ head office and their main manufacturing facility are located in the heart of central Scotland. This beautiful rural location, based on a modernised and converted farm, has 30,000 square feet dedicated to production; divided between bottled and plated media. A further 10,000 square feet of warehouse space is used for raw material/ consumable storage. A purpose built environmentally controlled milling and blending area plus extensive dedicated research and development/ quality control laboratories are all sited adjacent to the main factory.
The solution which E & O previously used was a traditional digital telephone system, which made calls using ISDN30. The features offered by this no longer met the more sophisticated needs of the company and with BT’s announcement of their removal of ISDN, E & O sought an alternative which would meet their needs now and in the future. In addition to this, E & O were opening a new site and rather than having this set up in isolation, the management team wanted to have the sites connected; with the ability to share information and transfer calls between these sites, within their internal infrastructure. E & O suffered from poor support with their previous supplier and found it difficult to have faults with the system rectified in an efficient and timely manner. Because of where the main site is (rural Scotland) located, the broadband connection was not sufficient for the business and was also regularly affected by adverse weather conditions. E & O also had difficulty with managing their telephone system, and scaling it to their needs, as a growing organisation.
After consulting with CommsFM and spending time exploring the options available to them, E & O found a solution which addresses the problems which they have experienced in the past and will support their plans for the future.
Following a thorough discussion, we agreed to move forward with the installation of a hosted telephony system, with a replacement internet connection.
The telephony system agreed upon was Horizon, offering a complete call handling solution for 59 desk-based telephone users, allowing for calls to be routed to different teams across their sites, with complete control of their call presentation and user settings from a web-based console. Being able to instantly change where calls presented to and have secondary and tertiary call delivery plans in place also provided E & O with robust business continuity options.
In addition to the office solution, CommsFM also provided soft clients for E & O’s engineers so they can use their mobile phones as an extension of the system, allowing colleagues to contact them by dialling an extension and giving the engineer access to the same features as the desk-based users have, including instant messaging, presence, call transfer etc.
To support their new telephony platform, E & O decided to move their internet connection from broadband to an internet leased line, delivering reliable, business grade connectivity. This allowed them to remove their costly ISDN30 circuit, whilst improving their service level agreement and giving their staff a far better experience when connecting to the internet.
The solution delivered by CommsFM is future-proof, with Horizon constantly being upgraded and improved. New features are regularly added and customer growth is well supported, with the ability to add additional users quickly and easily.
Prior to installation of their leased line, E & O stated that the broadband speeds which they received were "ridiculous". Following their leased line installation, E & O are now receiving much faster speeds and a much more reliable service.
CommsFM has supported E & O's migration to a new system every step of the way and our thoroughness in providing such support was one of the reasons we were chosen as their communications partner, with E & O being keen to move away from the one-sided relationship they had with their previous supplier. E & O also praised their account manager, John, for his ability to build a strong relationship in a short amount of time and his ability to "get things done".
CommsFM would like to thank E & O Laboratories for choosing CommsFM as a supplier and hope we can continue the positive relationship which has been established. We would also like to extend our gratitude to David Young, IT manager at E & O Laboratories for participating in this case study.
If you can identify with the problems E & O laboratories faced before the implementation of their new system, give us a call on 0800 046 3825.