Case study from MF Communications

How do you feel when you’re out and realise your mobile phone has run out of battery power? Like you’ve cut off your right arm? Yes, well maybe. It’s not a nice feeling anyhow, but let’s face it, it’s not the end of the world if you can’t check the sports results or your friend’s status updates on Facebook is it?

But what if you are a business owner and one day you come in to work and find that the phone lines are down? It’s a different story altogether then isn’t it? For a business to lose all lines of communication, the results could be catastrophic. Being able to make and receive calls is the life line of any business and any downtime spells potential loss of business, not to mention angry customers.

Many businesses have their telephone system maintained by one company and their phone lines supplied by another. When a fault occurs, both suppliers need to be notified in order to detect the fault. This can lead to a delay in the diagnosis, as each supplier works independently of one another, which inevitably means a longer downtime for the organisation that is experiencing the fault.

Miscommunication can also occur when using more than one supplier for different areas of business telecommunications. Who do you call out to fix the fault? Who is responsible for the call out fee? How do you know whether the fault is with the line or with the system itself? How long will it take to get an engineer out to fix the problem?

These are all questions that businesses should be asking themselves BEFORE a fault occurs and to make sure that they have a strategy in place for dealing with a fault, should that happen.

At MF Communications we have looked after a large number of businesses who have experienced faults and have had problems trying to fix them because they have been let down by their existing suppliers. They come to us because they know we are a trusted source who can help them.

We supply our existing customers with all their communications requirements, from phone lines, to systems, and we support them with a full maintenance programme. New customers who come to us when they are experiencing down time and who are frustrated with the inaction from their existing suppliers, see that having just one company to deal with helps to ensure that any fault is resolved as quickly as possible. It avoids unnecessary call out fees and disputes as to who is to blame. And most importantly it ensures that organisations get back on track as quickly as possible, with minimal disruption to their customers and their business.

Case Study

Chapman Way Printers had a Siemens Hipath 3550 system and ISDN2 telephone lines with 6 channels. Their telephone system was maintained by Main-Tech Telecom and their line rental was supplied by Pipec Telecom. At the end of a busy shift, one day, they noticed that no calls could be made or received. Chapman Way printers called Pipec Telecom and asked them to complete a remote test of the line, but no fault was found. They then called Main-Tech Telecom, who gained remote access to the phone system, but to no avail. It was left to the customer to decide who to call out. They chose to call Pipec Telecom who in turn arranged for a BT engineer to go to site to test the ISDN2 line. Upon testing the line it was proven that there was no fault, at a cost of £140.00 in call out fees to Chapman Way printers. Main-Tech Telecom was called once again, who eventually went to site and fixed a faulty extension port on the phone system, which they could only have diagnosed on site.

Chapman Way printers called us and asked if we could devise a solution so that this would not happen again. This was simple to do. We took over the maintenance and telephone lines from the incumbent suppliers and managed the services for the customer, meaning that they only had one phone call to make to report a fault. This also eliminated the risk of an unnecessary call out fee and ensured that any future faults would be easily and quickly resolved. MF Communications also instigated a Disaster Recovery solution for Chapman Way printers. This ensures that even if there was down time on the lines or system, customers could still contact them.

*Although this scenario is completely factual, we have changed the companies names as to not affect their integrity.