TWL Telephone Systems - PEACOCKS DRESSES UP COMMUNICATIONS WITH VOIP

PEACOCKS DRESSES UP COMMUNICATIONS WITH VOIP

TOSHIBA BCD AND TWL IMPLEMENT UPGRADE PLAN FOR OVER 500 SITES TO HELP REDUCE OPERATIONAL COSTS

History

Peacocks is one of the UKs largest value fashion chains, employing over 5,000 people throughout the UK. The first store opened in 1984 in Warrington, and thanks to its reactivity to fashion trends has grown to over 550 stores throughout the UK. It also has 46 franchises overseas in Turkey, the Middle East, Ukraine and Russia, and Bonmarché stores which are also part of The Peacocks Group.

Peacocks has grown considerably with a £15million expansion programme well underway, over 30 retail outlets being added in the UK alone in 2009. To support this growth, additional head offices were created meaning there are now five separate buildings in South Wales, the UK and Northern Ireland.

To facilitate this growth and ensure smooth communication between all sites, an IT helpdesk and call centre was introduced at the central HQ. With over 5,000 employees communicating between sites and back to the helpdesk and call centre, installing a telephony system which reduces call costs became a priority.

BUILDING A FLEXIBLE AND COST EFFECTIVE SOLUTION

Peacocks previously had a Toshiba telephony solution installed and maintained by TWL, the South Wales based reseller. When Peacocks identified the need to upgrade its infrastructure, it worked closely with TWL to identify the key requirements of the new solution.

Brendan McKeown, Group IT Manager at Peacocks says: “Due to the recent growth, we were finding the volume of calls between sites had increased dramatically, which meant call costs were becoming expensive. The primary requirement of the new solution was therefore to reduce these costs, which TWL felt we could achieve through using an IP set-up. Flexibility and the ability to bring new sites on quickly and easily were also important, to allow for the company’s expansion plans.”

TWL identified the advantages to upgrading the existing Toshiba system by upgrading using additional Toshiba equipment. As Toshiba’s technology uses future proof technology, existing systems can be upgraded easily avoiding a costly process of removing all existing equipment. By using this approach, Peacocks and TWL could develop the most cost efficient solution, as well as more environmentally friendly option by reducing waste.

TWL first undertook the project to upgrade the new site in 2005, firstly at the head quarters, and then the Peacocks stores, of which 50 were upgraded throughout 2008. Peacocks are now using two CIX670s within the head office with 700 extensions, and one CIX40 with four to six extensions are installed at each retail outlet. A range of Toshiba digital handsets are in use throughout the entire UK company, enabling the use of features such as call forwarding, hold, speed dials and preset functions. Also, because the solution uses Voice over Internet Protocol (VoIP),calls between branches and the head office can be made free of charge.

BUILT TO LAST

From working with TWL and using Toshiba’s flexible Strata CIX solution, Peacocks are now benefiting from cost reduction by using VoIP, as well as additional features from Toshiba phones. Peacocks can also be confident that, as the company continues to grow, their solution can grow with them to satisfy their changing needs. As the 30 new stores are added this year, TWL will work with Peacocks to ensure each store is installed with Toshiba systems.

“This upgrade means our phone system is now much more flexible, and can continue to support us as the company continues to grow,” McKeown said. “This system is tailored specifically to our needs, not just for now, but also the future. Coupled with the immediate cost reductions, we believe it is well worth the investment.”

ABOUT TOSHIBA BCD

Toshiba BCD is a leading provider of business communications solutions. It offers a comprehensive portfolio of communication systems and applications that enable customers to enhance customer relationships, drive productivity and maximise profitability.

Toshiba BCD has a 130-year pedigree in telecoms and is one of the world’s top 10 providers of telephony and business communications solutions. Toshiba BCD’s solutions portfolio is based around its award-winning Strata product range, and spans every aspect of business communications from handsets and basic telephony systems through to remote working solutions and advanced IP-based contact centre systems.

www.telecoms.toshiba.co.uk

Toshiba BCD is a division of Toshiba Corporation, one of the world’s leading computer and electronics manufacturers.

Story By: Editor

Date : 16-01-2009

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