Our previous telephone system was ageing and needed replacing. The IT network we inherited was also due for an upgrade so it seemed sensible to talk to experts about combining them both.”
Juliette Dickinson, Managing Director at Tone Leisure, explained how she went through the selection process for a new solution. “For a medium size charity-social enterprise like Tone, cost was always going to be an important consideration. However, network reliability and speed were also fundamental, as well as a scalable product that could support a multi site operation.
“As an innovative leisure operator Tone wanted to work with a company who could bring the latest technologies, as well as new ideas and solutions to
“Because we are a service industry, it’s imperative that we are able to respond to customer needs. The leisure centres have peaks and troughs of demand with reception desks becoming very congested at certain times of day. We wanted greater flexibility in terms of managing the volume of telephone calls.”
Juliette’s procurement process led her to du Pré plc and a selection was made following a due diligence exercise. “Our IT and telecoms networks now operate as one, with a single company supporting all of our voice and data requirements. This has created an integrated system that’s adapted to suit the ongoing needs of our business.”
The du Pré support department is trained to respond to all customer needs, whether a small start-up or a larger multi-site customer.
“We accept it’s inevitable that occasionally there will be problems with whatever ICT system you operate. What’s really important is the service support the supplier provides. The help desk at du Pré is excellent and we have been delighted with the response and resolution times.
“The level of senior management communication and commitment from du Pré is very important to us. We are kept up to date with any information that we need to know and that gives myself, the senior managementteam and board of trustees at Tone confidence in the company that they are working with.”
Tone’s IT coordinator, Mike Lemon, monitors the SLA the company has with du Pré.
“There are many good people at du Pré, at all levels, and that makes a good team.
Juliette concludes: “IT is the enabler for our business growth. If our suppliers help me achieve our business plan then it makes us all happy. du Pré works to help us do just that.”