Bradleys wanted a resilient communications solution that would encompass the needs of all 33 branches, creating a borderless system that would integrate all the elements of the business and remove any “branch mentality”. They wanted all the benefits of a centrally hosted solution while also supporting the flexible working practices of staff that operate from multiple branches and homes.

Furthermore, Bradleys wanted to ensure every call was answered professionally and dealt with efficiently, as any call could result in a potential sale. They were very keen to use call reporting software to ensure this was achieved. The company’s dedication to customer service also meant they wished to use call recording to ensure staff maintained its excellent standards.

Additionally, the challenge was complicated by the mismatch of IT systems of their existing infrastructure, so a review of the entire data network and IT system was required.

On top of all this, all of these objectives had to be achieved on a cost-neutral basis. That's where we stepped in.

Following a detailed review of Bradleys’ existing communications costs, we recommended a complete overhaul of its infrastructure. This began with a high-availability wired and wireless network across its offices, including structured CAT5e cabling, data cabinets and patch panels. Cisco Power over Ethernet (PoE) switches brought voice and data together on a single network, while wireless access points enabled staff to connect securely from mobile devices.

After a two-phase proof-of-concept trial, we deployed a hosted, multi-site Mitel Connect VoIP solution, transforming how Bradleys’ offices communicate and work together. Calls can be answered by any branch, regardless of which office number a customer dials, and transferred seamlessly between locations. Unified communications and shared diaries also give staff greater visibility of colleagues’ availability, helping teams collaborate more effectively and deliver a consistent customer experience.

Call recording and reporting provide insight into call handling, support staff training and create an audit trail for legal and compliance purposes. A browser-based management portal also allows Bradleys’ IT team to add or remove users and make system changes without relying on third-party engineers, reducing ongoing costs. Further savings were achieved by replacing more than 200 individual telephone lines with 60 centralised SIP trunk channels. All 33 sites were connected using a combination of leased lines, fibre-to-the-cabinet (FTTC) and ADSL, while a 100Mbps leased line at head office, backed up by an FTTC connection, delivered faster connectivity and a four-hour fault-response SLA.