Beauty Bay adopts Microsoft Teams Direct Routing and Meeting Room Solutions

Online fashion retailer, Beauty Bay offers over 10,000 products from the very best UK and international beauty brands. Based in Salford, Beauty Bay employs around 140 staff in their office and warehouse. The company is expanding fast and needed a telephone system that would keep pace with their growth, be flexible to changing business requirements and provide a robust and secure communications service. Arrow has maintained Beauty Bay’s telephone system for many years but in 2016, it was decided that the legacy telephone system needed to be replaced and Arrow installed the Mitel MiVoice Office 250 solution. Then in 2017, Beauty Bay made the strategic decision to move all services to the cloud including IT. Arrow recommended the Mitel MiCloud solution as it would allow Beauty Bay to leverage their existing investment in Mitel handsets and their existing network whilst bringing unprecedented flexibility in deployment and scalability to the growing company. MiCloud UCaaS provides a cost-effective way for Beauty Bay to expand their business and move to Mitel Cloud communications without the need to invest in expensive servers, network routers, switches, security mechanisms and other in-house data centre equipment. All the investment made on Mitel 53XX series handsets was protected as they are compatible with the Mitel Cloud solution. Mitel’s state-of-art data centre combined with MiCloud UCaaS provides the latest in all-in-one expansive virtual applications, easy provisioning, and feature rich UCC technology. UCaaS is ideally suited for Beauty Bay as it delivers a full suite of Unified Communications capabilities for effective business communications with extensive features and flexible capacities. Key benefits of our proposed solution: Security - Mitel DC hosts in secure, tier 4 data centres with advanced security measures including full encryption. Mitel cloud centres are built to satisfy the most stringent security standards and are fully certified to meet SOX, PCI, HIPAA and FINRA compliance. Customer Care - MiCloud Communications gives customers more choices, faster responses, personalised interactions and self-service options that save them time. Reliability – uninterrupted communications because thanks to Mitel’s multiple geo-redundant instances. IT Resources – Once the system was fully deployed, Beauty Bay’s IT department no longer has to spend hours provisioning, maintaining and upgrading hardware and software. Managed Service - Mitel maintains the data centre environment and Arrow provisions the extra capacity when needed and handles software upgrades. Lower ongoing costs - No recurring maintenance charges, and free upgrade to latest software releases. Absolutely critical for a business that conducts itself purely online! Dyfed Bowen, Service Delivery Manager at Beauty Bay, comments, “Beauty Bay has grown very quickly over the last few years and Arrow has supported us every step of the way. The transition to the cloud included transferring from ISDN to SIP services and Arrow project managed everything. “ The new system gives Beauty Bay more control as they can add and remove users via the portal whenever required. Not only that, but staff are benefitting from the raft of features in MiCollab including DynamIc Status, a Directory with presence information and Mobility. Dyfed continues, “The flexibility of our new system has been a huge benefit to Beauty Bay and the fact that we are “always on” thanks to everything being hosted is a massive advantage to an online business like ours.”
Online fashion retailer, Beauty Bay offers over 10,000 products from the very best UK and international beauty brands.

About Beauty Bay

Fashion retailer, Beauty Bay offers over 10,000 products from the very best UK and international beauty brands. Based in Salford, Beauty Bay employs around 150 staff in their office and warehouse. Beauty Bay is purely an e-commerce business, everything they do from customer support and sales to distribution is done online so excellent communication both internally and with customers is mission-critical.

Cloud Telephony

Beauty Bay installed the Scala hosted telephony system in 2017 as part of the strategic decision to move all services to the cloud including IT. Then in March 2020, the UK was suddenly in lockdown and Beauty Bay’s staff had to work remotely.

The move to Microsoft Teams

Microsoft Office 365 was already widely used across the organisation and the staff had readily adopted the integrated collaboration and video calling functionality to keep in touch with each other.

The customer service team, however, needed a way to make and receive external calls and adding Microsoft Phone System was the obvious choice.

We provided Beauty Bay with Microsoft Office 365 licencing, Microsoft 365 Phone System and Direct Routing for Teams.

The seamless integration into the existing Teams set up meant that the team of 30 users required little training and no longer had to switch between multiple applications to respond to customer queries.

Microsoft Teams for Meeting Rooms

Arrow also installed Teams in four Meeting Rooms and five Huddle Break Out spaces using Yealink equipment. This installation took place in the middle of lockdown with the whole project being completed in less than four weeks.

The Benefits to Beauty Bay

Beauty Bay operates entirely online and digitally. The company has a very modern way of working and operating. Arrow is continuing to provide consultancy and hands-on assistance with future projects, drawing on our expertise of integrating telephony with Microsoft and other cloud services.

“We already had a relationship with Arrow as our telephony provider and having reviewed a number of suppliers we felt that Arrow knew the system better, were far more attuned to our requirements and ways of working and could get the job done quickly under difficult circumstances. The project we completed quickly and it has been the right move for us.” IT Manager, Beauty Bay

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