The solution and the benefits

The solution

Lowell were looking for a solution that could deliver on four fronts, availability, consistency, stability and flexibility, and looked to Maintel to deliver the solution to support 1,600+ users.

Working with Avaya and Maintel, Lowell have since rolled out state-of-the-art cloud-based telephony technology, enabled 1,600+ staff to be able to work in the office and remotely from any location anywhere.

Solution integration and impact on staff

Lowell have been using Avaya technology for quite some time which made it relatively simple for the business to implement a new level of capability within their existing technology. The implementation of the core telephony platform was as smooth as it could have been, given the major technical shift and relocation requirements.

For the teams using this product remotely during the Covid-19 pandemic, the solution has provided a continuity of service and experience allowing them to operate in the same scenario as they did in their original office locations, enabling them to access the applications and technology through the same functionality as they did prior to lockdown. The only exception is they don’t have an Avaya handset on the desk!

One of Lowell's Customer Service Team Leaders, commented: “the transition from office to home based remote functionality was a seamless process, with little or no disruption, enabling us to handle customer calls quickly and efficiently. It was just like we hadn’t left the office! The support and advice that we have been provided with during this transition period has also been invaluable.”

“Following this telephony solution being rolled out, Lowell have continued to provide a 100% level of availability throughout the COVID-19 lockdown period from March on-wards, providing a consistent level of service to our customers. As a result of these changes the business has been able to support all 1,600+ staff working remotely so that we can continue to operate as normal.”

Adrian Berry, Chief Information Officer, Lowell

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The benefits

Business continuity and what the future holds for Lowell

The cloud technology solution enabled Lowell to continue to function effectively and efficiently for their customers, providing a continuity of service for them when they needed it the most. Without the right technology solutions in place Lowell wouldn’t have been able to maintain this during the Covid-19 lockdown period.

Adrian commented: “The switch over from an office-based operation to a home working operation and leveraging that flexible capability was incredibly smooth. I had predicted some real issues around connectivity and from the software side of it, but this never materialised. The ability to be able to explain simply what was going to happen and how our staff’s workstation was going to follow them and how they are going to connect and operate was invaluable.

Adrian continued “When we eventually see a return to office based working the virtual working environment that we have created will follow our staff, so that for those who wish to return to the office, when they walk into the office and login in, it will be just as they did at home. It will look just as when they were working remotely during the lockdown period.”