Global Manufacturer moves to UC Platform

Case study on Portwest Migration to IP Telecom Hosted PBX 

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The Company

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Portwest is an award-winning global manufacturer and distributor of workwear and safetywear.

Portwest's HQ is in Westport, Ireland and their main European warehouse is based in Goldthorpe, UK. Portwest has a  development office in Manchester and distribution bases in Poland, Dubai, the US and Australia and a manufacturing plant in Bangladesh.

Portwest is an industry leader with 110 years of experience with a heritage of high quality value and service and a worldwide presence.

Up until recently, each location used a separate, local phone solution; however, with more than 6,000 employees worldwide, Portwest opted to transform their global communications by migrating to IP Telecom’s Hosted Solution.

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The Challenge

For a dynamic multi-national company, Portwest's communication system was rigid. Every location had its own solution, which hindered the operational agility of the company; there was no seamless connection between the offices, which meant it was easy to incur high international charges.

The process for escalating and troubleshooting issues was complex and inefficient, as each location had its own support process, dealing with different solutions and vendors. There was no facility to view and manage their communications system as a whole, which was a huge gap for an award-winning enterprise.

 

Around two years ago, I contacted IP Telecom after doing a bit of research about different solutions. They impressed me, particularly Anthony, and I was invited to their new head office to discuss the implementation of a cloud-based PBX. It just seemed like the ideal solution for us.”

Paul ForryIT Manager (pictured)

Our Solution

The objective of the project was to move Portwest to a state-of-the-art cloud based unified communication platform.

The project started with the migration of their Manchester office. The successful roll-out and immediate improvement in the quality of service and operational efficiency meant that they quickly moved on to the remaining sites.

The next phase of the project was the company Headquarters in Westport, Ireland. With 100 staff at this location, IP Telecom were also involved in the training of the management team to self-administer the solution once deployed. This also meant that they were able to configure and bring onboard other locations worldwide with IP Telecom acting as a consultant in the initial stage.

  •  Portwest now has seven of its global locations on IP Telecom's network with 376 unique users. Portwest's cross-continent locations are now consolidated in a manageable Hosted PBX solution.

  •  IP Telecom investment in a point of presence in Australia ensures optimal voice quality in their Australian base, taking account of the distance between the locations.

  • IP Telecom created a bespoke solution that was essential for such a complex and unique project, affording Portwest a truly global unified platform for their communications.

  • Portwest also avails of our call centre that supports their 24/7 customer service, equipped with dashboards and wallboards for monitoring, quality assessment and other statistics.


We needed a system we could personalise for our sales team and IP Telecom’s programmers put together a solution just for us. You wouldn’t get that kind of flexibility on an off-the-shelf PBX service. It’s absolutely fantastic.  ”

 

 

Results & Benefits

  • By migrating to IP Telecom’s Hosted PBX, Portwest benefits from a manageable, flexible communication system that is future-proof and suitable for an award-winning company like Portwest.

  • Portwest now has the facility to use three-digit-extensions across all locations which eliminate international charges and fosters an improved collaboration suite for the organisation.

  • The cross-continental, geographically dispersed presence of the company has been transformed into one accessible hub. Portwest now has a flexible platform that is self-managed with a unified support structure for all their locations and zero hardware maintenance costs. 

 

 

More from the client...

 

“We have been partners with IP Telecom since 2015, and in that time they have transformed the way our company communicates with our staff and our customers. They provide an excellent solution and even better service, you always feel like you are more than just a customer with IP Telecom and they will continue to be our communications partner for many years to come.

Before we implemented the solution, if there was a problem with our phones system, it could take two days to sort it out, now it’s instant. They trained us on how to use the system for minor issues like somebody wanting to change an extension number. We can do that ourselves in less than two minutes. For issues of a more complex nature, we pick up the phone to the support team in IP Telecom, and we usually have an answer within minutes."

More about Portwest

 

A Word From IP Telecom