Insurance Management Services Ltd (IMSL) was formed in 2010 to provide administrative services to a group of Insurance companies including Vibe Syndicate Management (VIBESM). IMSL was not happy with the telephone system and support they had in place. A move to new offices however gave IMSL the opportunity to upgrade their set up. Pinnacle was recommended by the company’s IT supplier (an existing Pinnacle customer).
IMSL’s telephone system was outdated in terms of features and changes to it had to be completed by the provider. They therefore wanted:
- The ability to make changes to the telephone system in-house
- Improved functionality
- A more resilient solution
- Better customer service
“You are going to get problems with projects; it is the way they are dealt with that counts. Pinnacle is pro-active, helpful and responsive.”
Pinnacle upgraded IMSL to the Avaya IP Office IP500, a system with increased functionality and flexibility, enabling the IT Manager to make smaller changes himself such as create extensions or hunt groups. Previously, IMSL had to wait 2-3 days for their previous supplier to complete requests. Now, changes can be done within minutes.
To improve the system’s resilience, Pinnacle virtualised IMSL’s existing numbers and pointed them to the system via SIP, with ISDN as back up. Should the primary route for voice traffic fail, calls can be rerouted seamlessly and downtime kept to an absolute minimum.
The installation was overseen by a dedicated Project Manager and Project Engineer. Once completed, IMSL’s telephone system configuration was handed over to the Support team to manage from then on.