Extensive preparation delivers a seamless upgrade
Directline Holidays was established in 1993 and, ever since, in the company’s own words, has been ‘dedicated to helping holiday makers find their dream holiday at the best available price, in one easy search'. When a company has such a passion for service, it stands to reason that they chose a telecoms provider that shares their service ethic and can help them to deliver on their promises.
PSU Technology Group (PSU) has been supporting Directline Holidays for more than six years with their legacy Inter-Tel Axxess telephone system. During that time, the online travel agent has seen more and more consumers who choose to book online or over the phone rather than through a High Street travel agency. As their customer base has grown, so have their technology needs, until it became clear earlier this year that a complete system upgrade was required.
Directline Holidays' Service Manager, Waseem Nasir, explained that an increase in the number of calls prompted them to ask their PSU account manager, Alison Symns, for her help, in order to maintain customer service excellence.
"We had planned an upgrade for 2012 but due to a recent upsurge in calls, our Board of Directors agreed to bring this forward. PSU provided a quick turnaround on a quote for a system upgrade, which was very competitive and we were more than happy to proceed."
Providing reassurance
In order to minimise any disruption, the upgrade of the 60-user Inter-Tel Axxess telephone system to the latest Mitel 5000 technology, as well as the Call Recorder, was scheduled to take place overnight on a Friday evening into Saturday morning. Ahead of the project, PSU's team carried out extensive pre-work including arranging an on-site project management workshop a week ahead and the day before the actual upgrade.
Waseem said; "Not everyone here is adept with the technology, but the PSU team were more than helpful. At the workshop, we went through all the cases and they provided reassurance as you never know what could go wrong."
Successful migration
On the night of the upgrade, PSU's engineers worked in partnership with Waseem and his colleagues to ensure their data was successfully migrated, finishing at around 5am on Saturday morning.
"Everything went well, the guys were superb and we had good fun too. The system wiring was done so well and the data cabinet looks fantastic. More importantly, we had no issues at all in terms of our staff being reconnected."
The company now benefits from improved functionality for 60 users, including home workers using VoIP technology, together with the very latest Call Recorder technology.
Waseem said; "The PSU team went out of their way to help us and I cannot praise them highly enough for their efforts."
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