TWL Office Telephone Systems - voice and data services - VOIP - MPLS ∓ Data Networks - maintenance Packages - Wales, Cardiff, Newport

TWL voice & data Ltd & Peacocks

When a popular high-street retailer faced a future of escalating costs and insufficient security within its data solutions set-up, it didn't have to look far to find an answer.

With more than 550 stores nationwide and a staff base of more than 5,000 people, the leading fashion retailer Peacocks recognised the importance of ensuring they had a cost-effective and secure business communications network to cover its high-street frontline.

twl voice and data Ltd had supplied and supported Peacocks' Toshiba switchboards for more than 6 years and, through a successful partnership with daisy, all call traffic and line rental since 2005. 

But that didn't mean the partners could rest on their laurels when looking to provide a bespoke data solution for the Peacocks' set-up.

The background

Data traffic between Peacocks' stores was provided by an amalgam of methods. A programme was in place to install Sarebo back office equipment to all stores and the data collected via ISDN2e dial-up connections. There were close to 200 stores with this in place at the time of the proposal. In all other stores data collection was provided by dial-up on analogue lines.

In addition to this, all electronic point of sale (EPOS) data traffic and card swipe validation was also performed using a dial-up solution.

Following extensive work in December 2005 twl and daisy installed 60 additional channels to the online authorisation (OLA) lines in Peacocks head office in Nantgarw to provide a total of 120 channels for EPOS data collection and card validation.

However, there was a concern the number of lines would need to increase, and an additional 250 ISDN2e lines would be required for other stores that were due to come on the Sarebo programme. The cost for data calls and the line rental to provide these calls was increasing rapidly. Additionally, the old solution revolved around connectivity to the branches and what would happen if any store should lose either voice or data connectivity.

Solutions offered by alternative network providers would have saved Peacocks money, however these would have left the group open to complete branch isolation in the event of a link failure and, even more unthinkable, a complete loss of the entire 550 branch network if the main link into the head office failed.

These concerns were voiced to Peacocks and as a result twl and daisy were tasked with providing a solution superior to that of their competitors.

"Peacocks put us in direct competition with BT", said twl Sales Director Terry Smith. "But BT got it wrong several times and Peacocks decided to go for the twl / daisy bespoke solution. I know Brendan Mckewon is absolutely delighted with the service levels we have been able to provide."

The bespoke solution

twl, in partnership with daisy, worked with Peacocks to provide a more robust, easily manageable alternative to collect this data, whilst also providing a much more secure network that would also save Peacocks considerable sums of money over the next five years.

Though they knew it was outside the traditional product set, twl approached daisy to put forward a joint multi-protocol label switching (MPLS) proposal for Peacocks' internal voice and data traffic, confident they would be able to deliver based on past performance. 

"Through our partnership with daisy, twl was able to recommend a bespoke solution that satisfied Peacocks' objectives," said Terry Smith. 

daisy undertook detailed planning and project management to ensure the seamless migration from the existing dial-up service to the new network infrastructure. And the coordination of the installations and migration was controlled and managed by a daisy project management team and helpdesk operators under the direction of Peacocks.

Working in close partnership with twl, daisy installed a fully managed MPLS network based on ADSL connections to the stores, and routing over the PSTN network to connect to the head office using fixed link lines capable of handling the bandwidth required for both the data and internal voice traffic.

In addition, the solution provides a level of protection in the event of any connection failure with a disaster recovery solution built in by way of an IP telephone system.

"The new solution provides three major functions over and above the old system. In the first instance MPLS provides a complete and secure network for all data traffic with no call charges, and a platform for hosting other data applications such as IP security cameras. The network also provides a free internal voice network between the main administration sites and the stores.   In addition the network can break out on analogue lines providing a disaster recovery function to route all data traffic." said Terry Smith.

A robust and reliable service

Peacocks signed a five year contract, confident twl and daisy could support them following the successful implementation of all call traffic and line rental in their earlier joint project. 

Peacocks benefit from a more resilient, future proof solution and cost savings of over £188K per annum.  There is opportunity to replicate the solution across the Peacocks Group, including bonmarche, and other retail outlets.

"The benefits of twl and daisy's solution are numerous. Aside from the obvious cost savings, Peacocks now benefits from immediate sales referencing, direct communication to its stores, a secure network with disaster recovery and the ability to do further enhance stores with new technology in the future." added Terry Smith.

A detailed cost analysis of the old and new solution predicts a cost per month per store saving of £34.91.  Multiplied by 550 stores across the UK this equates to a total saving of £205,271 per annum, or £1,026,354 over 5 years.

Story By: Editor

Date : 24-04-2009