Office Space in Town: Cardiff - acs365

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The Client

Office Space In Town (OSIT) provides serviced offices, managed offices, co-working space, meeting rooms and virtual offices in London, Cardiff, Northampton, and Edinburgh. By using a long-established ‘matrix’, they’re able to consider multiple requirements and deliver the perfect solution for each of their clients.

With ten building across the country, OSIT are always looking for innovative way to differentiate themselves.

A project high on their agenda was to completely revolutionise their telephony platform and replace the ageing Avaya system that was installed at each of their sites. Mixed levels of service from their existing supplier was also a key concern, and one of several reasons they engaged with ACS.

Two sites in Cardiff were chosen to pilot a new service, and the spotlight turned to acs to deliver a relevant solution.

ACS was tasked with providing a new communications platform across both sites in Cardiff. The system to be replaced was an Avaya platform which was over ten-years-old. With frequent faults and intermittent downtime, the OSIT team viewed the phone system as a serious business risk.

The OSIT business model proved challenging from a telephony perspective, because every end user had a unique set of requirements. The team also wanted an improved set of reports so that they could analyse system usage and bill clients as and when they needed to.

The ACS Solution

Given the scale of the business and the unique requirements from each department, the 8×8 hosted telephony solution was a natural fit.

The new system would remove the single point of failure they feared with the Avaya platform and also deliver the detailed reporting they so badly needed. Our prior experience in delivering a similar solution to Regus enabled us to tune the analytics package to assist OSIT in measuring their key performance indicators.

Beyond the obvious service benefits, the new 8×8 system enabled OSIT to offer a number of new added-value services to their clients, whilst retaining a fixed cost-per-user, thus providing profit-boosting opportunities.

Due to the scale of the OSIT project, the planning took around five months and involved a number of stakeholders from both sides.

The system was installed and OSIT staff fully trained prior to the May Day bank holiday – a convenient time for their organisation. Although a number of challenges were encountered during the four day roll-out, tireless effort and close collaboration between both teams ensured the service was delivered on time and with minimal disruption to OSIT’s service.

The Result

Following the acs installation, OSIT now has a telephony solution that is reliable, approachable and intuitive. They can also manage it internally, which was highly desirable from the outset.

The ACS team successfully overcame every challenge they encountered, leaving the OSIT team with a voice platform that can now be confidently rolled-out across their entire estate and grow with their business.

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