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Risc Group Case Study

Case Studies

Belgian-based Risc Group opts for reliability of service and future growth with Mitel

Risc Group

Relocation spurs phone system replacement

As the Risc Group’s aging phone system became increasingly unreliable, an office relocation proved an ideal opportunity to deploy a new phone system.

Flexible and easy to maintain in-house

Through a high-performance network infrastructure, the Risc Group offers network connections to customers as a service provider, and a complete range of software as a service (SaaS) solutions, including mobility, backup, network protection, video surveillance, facilities management, telecommunications, and applications in hosted mode.

More than 35,000 organizations throughout Europe take advantage of these service offerings, which are supported by local teams throughout its 32 offices in seven countries. Risc Group offers services through two subsidiaries, Risc Group IT Solutions, covering companies with more than 100 computer workstations, and Risc Group Inbox, supporting companies with five to 100 computer workstations. Both subsidiaries rely on highperformance business communications to help ensure responsive customer service and servicelevel agreement (SLA) compliance.

The Risc Group’s aging phone system Escaux VoIP relied on an Internet connection and was susceptible to downtime whenever that connection failed. After evaluating several IP-based communication systems, including a system from KPN Versatel, the group selected Zion Security, a Belgian Mitel partner, to install Mitel’s unified communications system (UC) at the Risc Group Inbox offices in Brussels.

“Mitel made the best offer in terms of price and quality—not just in upfront costs, but also in terms of its total cost of ownership, so the decision to deploy Mitel’s solution at our new Brussels offices was actually an easy one,” says Adrien Burnier, an associate for international sales support at the Risc Group.

Mitel offers real-time performance reporting

Mitel’s system is used by all Risc Group Inbox employees and comprises Mitel Voice Switches and Mitel IP handsets. The company also uses Mitel Communicator, which offers an intuitive, easy-to-use interface for improved end-user responsiveness.

The Mitel solution also includes a redundant setup of two PRIs to help ensure business continuity. Zion Telefonie also implemented a customized solution that uses the Mitel database to produce reports about callers’ activities and contacts to be made. This customized solution is integrated with an existing web-based application for real-time reporting on agent performance.

Risc Group has experienced several benefits of Mitel’s UC system. Most important, the service is reliable and fast, helping to ensure that every client call is answered quickly and efficiently. The migration itself went very smoothly, and Risc IT staff has been very impressed with the flexibility of the system.

“The solution is easy to use and has required little special training,” Burnier explains. “Risc Group now has total control of its phone system and rarely requires technical support from outside the company—a huge saving both in terms of cost and time wasted waiting for changes to be made.”

Mitel provides reliability and lower costs

It is of utmost importance to Risc Group to have a reliable and quality phone system. In one month alone, Risc Group Inbox had more than 30,000 incoming and outgoing calls, or 218 calls per hour. Thanks to Mitel, this high traffic flow went without interruption and let Risc Group offer support services without disruptions. In terms of costs, Risc Group has benefitted from free internal calls and lower call rates to other company sites.

“SHORETEL MADE THE BEST OFFER IN TERMS OF PRICE AND QUALITY— NOT JUST IN UPFRONT COSTS, BUT ALSO IN TERMS OF ITS TOTAL COST OF OWNERSHIP, SO THE DECISION TO DEPLOY SHORETEL’S SOLUTION AT OUR NEW BRUSSELS OFFICES WAS ACTUALLY AN EASY ONE.”

Adrien Burnier
Associate for International Sales Support
Risc Group

“It is hard to estimate the exact amount of cost savings we’ve seen since deploying Mitel, [but] I can say without doubt that the overall phone bill is now significantly lower,” Burnier adds.

The general reliability, robustness, and effectiveness of the Mitel solution have proved invaluable to Risc Group. “We have just installed Mitel’s products at our offices in Antwerp, Belgium, and we’re planning further deployments in other locations throughout Europe,” says Burnier. “We’re also planning to expand our Mitel deployment in Brussels by adding the online statistics application for every sales representative, which is already used by our colleagues in Spain.”

“WE HAVE JUST INSTALLED SHORETEL’S PRODUCTS AT OUR OFFICES IN ANTWERP, BELGIUM, AND WE’RE PLANNING FURTHER DEPLOYMENTS IN OTHER LOCATIONS THROUGHOUT EUROPE.”

CHALLENGE:

An unreliable phone system presented an opportunity to install a new phone system to ensure uptime and in-house control, while reducing total cost of ownership.

SOLUTION:

Mitel provided the Risc Group with Mitel Voice Switches and Mitel IP Phones. Risc also uses Mitel Communicator for improved responsiveness and a customized application for real-time reporting on agent performance.

BENEFITS:

  • Exceptional reliability
  • High-quality, responsive customer support
  • Significant cost savings
  • Simplified IT management
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