Case study: Millfield Arts Centre

About the customer

Millfield Arts Centre are a multi-site theatre and arts organisation with six venues across five sites. Located in Edmonton, North London; the centre consists of a modern theatre building and Millfield House, a 1900 century grade II listed building.

The challenges

The challenge was to implement a phone system that allowed for easy and cost-effective addition of new sites, while enabling internal management of call handling, flow, and handsets. Ensuring system reliability with a disaster recovery solution and reducing the volume of missed calls were also key priorities.

  • Scalability

    Millfield Arts Centre wanted to easily and cost-effectively add new sites to the phone system.

  • Internal management

    The client wanted to manage call handling, call flow, and handsets internally

  • Reliability

    They wanted to ensure reliability and security with a disaster recovery solution in place.

  • Optimising call management

    They wanted to reduce the volume of missed calls.

The solution

An IPECS solution was implemented throughout all five locations to enable the customer to easily and cost-effectively add new sites to the phone system. IPECS handsets and call reporting and analytic applications were installed to help them reduce the volume of missed calls.

  • Increased scalability

    Providing an easy and cost-effective solution to add new sites to the phone system.

  • Cost savings

    Providing the customer with lower call costs and not needing to maintain expensive equipment on-premise which reduces overheads.

  • Improved call management

    By integrating a call reporting and analytics application into the cloud system, it has enabled the customer to reduce the volume of missed calls and generate reports based on staff performance.

  • Improved customer service

    Using the analytics tools, calls were able to be logged, returned or answered, reducing the volume of missed calls and enhancing customer service.

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