How a New ‘Managed IP Telephony service’ Reduced Cost & Complexity at Otsuka Europe
Ali Khan, Head of IT-Europe at Otsuka Europe, needed to replace their existing telephony with a more efficient, cost-effective managed telephony service that would save them time and money. After much research and analysis they found the right telephony partner to assist in delivering this project.
‘DV02 provide exceptional service. They not only understand our business and the issues we face, but also go the extra mile to ensure issues are resolved promptly and professionally. I can highly recommend DV02 to any organisation looking for an expert telephony supplier.’
Ali Khan, Head of IT-Europe, Otsuka Europe
ABOUT OTSUKA EUROPE
Otsuka Europe is part of Otsuka Pharmaceutical Group, one of Japan’s largest research based healthcare companies. It was established in 1998 to register and market their products in key European markets. Otsuka Pharmaceutical develop world-class innovative treatments that improve people’s health and well being. They remain at the forefront of pharmaceutical research by identifying and addressing unresolved medical conditions.
Ali Khan, Head of IT-Europe, is responsible for IT and telephony across Europe. Ali is based at the European head office in Uxbridge which serves over 300 staff across 6 countries.
Otsuka Europe had outgrown their existing phone system both in capacity and features. The system had no IP capabilities, flexible working features or up to date applications.
They had a fragmented supplier network with multiple contracts for the different elements of their telephony ie. lines, calls, mobiles, internet and hardware. This lack of integration added unnecessary complexity to all levels of servicing, support and payments.
So when the PBX system’s lease was at the end of its term and the UK office was about to move premises, Ali Khan took the opportunity to instigate a review. He was looking for a new, efficient and expandable platform that could be standardised across Europe, and that could meet both local and international requirements.
After extensively researching the market, four market leading suppliers were shortlisted. His aim was to consolidate Otsuka Europe’s telephony infrastructure, reduce costs and complexity. The challenge was to find a managed service for their telephony requirements that provided competitive market rates and an efficient, Europe-wide supported service.
As Ali Khan, the Head of IT-Europe noted
‘We were not only looking for a new system that could grow with us, but also an expert telephony partner that was proactive and focused on customer service ’
Working closely with Otsuka Europe, DV02 undertook a thorough analysis of the requirements. They investigated merging the various telephony components, as well as considering the future telephony requirements of the business, in particular, the increasing wireless capacity requirements of handheld data devices. With a full understanding of the issues, they created a bespoke support package around the new Mitel MX-ONE telephony platform.
After careful assessment, Otsuka Europe selected the DV02 offering as the most cost effective and appropriate solution for their business. The new MX-ONE is a compact SIP-based communications system that offers excellent voice communications combined with a variety of applications to provide a complete range of Unified Communications and Mobility solutions.
The Managed IP Telephony solution provides a centralised managed infrastructure between their European Head Office and UK Office.
- Cost-effective, managed telephony solution
- Trusted partnership with experts on call 24/7
- Single point of contact across ALL telephony
Otsuka Europe now enjoy the economies of scale of a centralised telephony system that is competitively priced and has 24/7 support across their European operation. The system will expand with the business and accommodate their future capacity requirements that the increased use of handheld devices will inevitably entail.
Importantly, Ali and his team now have one contact telephone number for all their telephony queries – switch, telephony, mobile and data. This dedicated response function has made it easy to manage their support requirements and eliminated the protracted issues of the past.
Also their billing has been simplified by using DV02’s consolidated billing platform. DV02 re-negotiated and consolidated all Otsuka’s telephony contracts to enable DV02 to provide a single invoice per month. This represented a big step forward in reducing complexity, measuring expenditure and the internal administration required to process invoices.