Associated British Ports Case Study

Associated British Ports

Associated British Ports is the UK’s leading ports operator with a network of 21 ports employing over 2,200 staff.

The Vision

ABP wanted to migrate its existing Mitel 3300 estate to the cloud so that they could operate one single UK wide phone system, as well as consolidating their multi provider fixed line estate into a single platform for cost savings.

The Solution

Arrow recommended the MiCloud Enterprise platform with MiCollab for companywide collaboration and MiContact Centre Business to support the Cruise Car Park booking line and IT helpdesk. The MiCloud platform was designed to be resilient with Mitel’s Tier 3 data centres in London and Manchester.

Challenges

Consolidation of the PSTN estate – the existing fixed line estate was spread across multiple providers so Arrow moved all services to a single 250 Active / Standby SIP trunk connection with Gamma.  Design of a 4 digit number range across the whole estate whilst matching extension numbers with the last 4 digits of the DDI’s.  Extension numbers were matched with the 1800 DDI’s that ABP owned.

Optimising Existing Investment with Mitel

ABP was able to leverage its investment in the Mitel handsets that they had previously purchased, saving thousands of pounds in handset costs. ABP also took advantage of Mitel’s “Move to Cloud” campaign which meant they could use the licences they had already purchased for their on-premise hardware to get a lower price for Standard UCC licences over the term of the contract.

Improving IT Service Desk Delivery

With Mitel’s MiContact Centre Business (MiCC) ABP has the ability to use full IVR functionality for the Cruise Car Park booking line and the IT Service Desk.  The IT team now has the ability to implement a ‘Message of the Day’ (MOTD) which is played when someone rings the IT service desk.  In the event of a major incident, the IT team is able to record the MOTD at a moment’s notice allowing them to concentrate on a fast resolution rather than being bombarded by duplicate calls for the same issue.

Results

  • ABP has the ability to use full IVR functionality for the Cruise Car Park booking line and the IT Service Desk.
  • The IT team now has the ability to implement a ‘Message of the Day’ (MOTD) which is played when someone rings the IT service desk.
  • In the event of a major incident, the IT team is able to record the MOTD at a moment’s notice allowing them to concentrate on a fast resolution rather than being bombarded by duplicate calls for the same issue.
  • A single telephony platform also means that the IT service desk now has a single point from which to manage all the programming.
  • The ABP IT service desk received comprehensive training on the new system from Arrow and they are now able to make changes themselves at a moment’s notice resulting in improved SLA’s on their internal service desk and cost savings in the IT service desk budget.