Our Partners and Customers have found success with our fault & performance management capabilities, and they are not shy about saying so! The Success Centre showcases case studies, success stories and testimonials that demonstrate how resellers, service providers and end users around the world are improving UC service quality with Martello’s technology.
Sunco Communication and Installation Ltd, a Mitel reseller and full-service telecom company provides Mitel telephone systems, support service and cabling to businesses in Alberta, Canada. Prior to implementing a fault & performance management solution, they wouldn’t know when there was a network problem until their customers called to complain.
Founded in 1572, Harrow School is one of Britain’s leading independent schools. Steeped in tradition, Harrow’s distinguished uniform includes, morning suits, top hats and canes, boarded in ‘Houses’ there are timeworn school customs that include the carving of pupils names onto house boards, the usage of a traditional slang language and complicated football type game.
Pomperaug Regional School District had invested in the Mitel MiVoice Business system but were facing persistent voice quality problems that could not be isolated or reproduced. Fortunately, they had invested in Mitel’s Premium Software Assurance subscription, which includes access to MPA. Using MPA, the detailed voice quality reports quickly pinpointed the problem’s cause.
Mitel powers more than 2 billion business connections every day and is a leader in the unified communications industry. Having grown their corporate network from 1,400 to 5,000 users, network management was a challenge for Mitel’s regional network and voice teams. They chose to standardize on the fault and performance management software they recommend to their customers – MarWatch. The SaaS ensures they can monitor the performance of their entire network including third-party and proprietary devices, detecting problems and alerting admins before users experience a voice quality disruption or downtime.
An organization that calls its customers ‘Owners’ is sure to prioritize customer service. In fact, it’s a critical part of Libro Credit Union’s success. When it came to their Mitel VoIP system, Libro needed a solution that would make it easier to find and fix problems on the network. MarWatch has helped Libro improve the way they manage VoIP service quality, preventing downtime with secure remote access and voice quality data. For Libro Credit Union, proactively providing the best customer service is at the heart of their 70 year history – making MarWatch a great fit for their voice operations.
Titanic. Captain America. The King’s Speech. Game of Thrones. All blockbuster film and TV productions with costumes supplied by the world’s largest costumiers and longest-established company of its type, Angels the Costumiers. In early 2015, the company chose a Mitel private cloud deployment for its business communications – and MarWatch fault & performance management software to manage voice quality and ensure the entire business communications network functions optimally around the clock.
No longer just for mission-critical customer deployments, CMC Technology Group now recommends Premium Software Assurance to ALL of their Mitel customers. The reason? MarWatch fault & performance management software. Now included as part of Mitel’s Premium Software Assurance for channel partners, MarWatch proactively detects problems on customer networks, and gives channel partners the tools to resolve them quickly.
Tens of thousands of students. Dozens of buildings. Countless systems. The numbers behind running a university are impressive. And it takes an impressive system to keep it all running smoothly. That’s why Carleton University in Ottawa, Ontario deployed MarWatch fault and performance management to monitor, alert and report on their communication systems—and ensure the jobs of learning, researching and changing the world are never disrupted.
GIW Industries is a manufacturer of standard & custom centrifugal slurry pumps with 4 branch sales & service offices in the US and Canada. GIW Industries had other management tools, but found them inadequate for monitoring Mitel systems. They wanted a management and monitoring solution that would specifically address their Mitel unified communications system, giving them visibility into call statistics and voice quality, as well as systems such as call accounting.
Firmdale Hotels are a group of 8 boutique hotels in London and New York, known for their award-winning unique townhouse style of decoration. Firmdale chose a Mitel unified communications (UC) solution for improved staff reachability and efficiency. Since guest service is critical to Firmdale’s reputation for excellence, the hotelier sought a solution that would help them avoid downtime and maintain high service quality.
Founded in 2002, Arden Telecom is a UK-based telecom solutions provider and MitelauthorizedPARTNER. Its customers operate in a range of industries, from manufacturing and retail to hospitality and education, but share a need for reliability and uptime for their Mitel UC systems. Arden has deployed MarWatch across its entire Mitel customer base. Find out why:
Swisher Hygiene is the leading provider of commercial hygiene products and services in North America, with more than 30,000 customers. The company, which prioritizes efficient customer service, turned to Mitel authorizedPARTNER ComRes to implement a Mitel unified communications solution. To minimize downtime across its more than 100 locations, Swisher deployed MarWatch. Find out how this decision led to success for Swisher Hygiene:
Maverick Networks understands the importance of keeping the customer’s network running optimally – after all, a disruption in the UC system can cause business communications to grind to a halt. Maverick needed a way to help their customers detect issues that are predictive of failure or voice quality problems. Customer Kleen Blast says that MarWatch helps them focus resources on core business activities, rather than dealing with network issues:
As a smaller reseller with a growing customer list, successfully supporting many customer sites in mutiple locations can be costly. That’s where MarWatch can give small resellers a competitive edge: secure remote access reduces the cost of support, and helps resellers proactively detect issues before they can impact the customer. The result? Customer loyalty and more new business:
Essential Data & Voice is a leading Australian systems integrator specializing in the design, implementation and ongoing management of converged voice and data networks. Essential Data + Voice is the first Mitel reseller in Australia to attain Mitel signaturePARTNER status. The company has made MarWatch a standard component of Mitel UC deployments for their customers:
“Remote access helps us address problems or perform routine tasks, without onsite visits. With a growing customer base, this is an important cost saving tool for Arden Telecom. It was also important to us that this capability came with access control and audit logs – so that we could ensure the security of our customer’s networks”.
“As a small business we do not have the resources of most in our industry. Therefore, a solution that allows us to be proactive helps mitigate the resource demands that are placed on us. MarWatch allows us to proactively plan events based on factual data, which is less intrusive, mitigates risk and can be better executed with fewer people. All of which represents a significant step up in service for our clients and allows us to offer greater value for money”.
“MarWatch is now a key part of our maintenance program for all customers, allowing us to deliver a complete monitoring solution. It gives us a tangible way to show customers the value of having Premium Software Assurance with Mitel”
“In a geographically widespread network, there are multiple components, including different ISPs and internet connection types. That makes it more difficult to know what is causing a problem. With MarWatch, we can isolate an issue more specifically to the right location or ISP, and access these locations remotely. The MarWatch solution helps us be proactive and address issues before they can cause downtime for the customer”
“We now monitor well over 100 devices at any given time and in a variety of locations. We have seen the results of how MarWatch has on more than one occasion saved us time and money, by remotely accessing a site to troubleshoot an issue. When there is an alarm raised, I am notified by email and from wherever I am, I can check on the alarm as long as I have connection to the internet. We not only have the best solution for customers when it comes to proactive network monitoring, but a solution that can grow with our customers”.
“MarWatch gives us alert and monitoring capacity that we didn’t have before. We now know of issues much faster and can clear them as they occur, making our responses much more proactive versus reactive and waiting for our clients to call us. It’s quickly becoming an accepted add-on that our customers appreciate and want. We now can be at the dashboard steering our clients to success, versus navigating with a blindfold. The MarWatch solution puts all the information right there at our fingertips, allowing us to ensure a safe journey for our clients”.
“MarWatch adds value to the Mitel sale. It simplifies remote access and monitoring of multiple sites, allowing us to support our customers more efficiently and proactively, while reducing our costs”.
“The inclusion of MarWatch in Mitel’s Premium Software Assurance & Support has added value to our remote monitoring services for IP telephony, with voice quality and trunk utilization monitoring and alerts”.
“Premium Software Assurance is now a ‘standard’ offering for us, because of MarWatch. It’s changed the way we deliver service from reactive to proactive – we can stay ahead of problems for our customers. It’s really powerful software that makes it easy to identify the most critical network performance problems – and our customers appreciate the simplicity of their own dashboard”.
“What initially looked like a MiVoice Office 250 problem was actually a network disconnection. Mitel Performance Analytics easily detected the issue – saving us over $4,000 in replacement. Without too much effort, MPA helps us identify where the problem is coming from so we can quickly resolve it”.
“MarWatch gives our first level support staff the tools they need to solve the customer’s problem. Fast problem resolution is key in our business, and helps ensure our customers remain satisfied and loyal”.
“Access to voice quality and other performance data helps us solve problems faster – often before the customer even notices the problem. MarWatch improves our support offering, allowing DXP to use our IT resources more effectively”.
Digital Exchange Products Limited (DXP)
“Historically, selling the box and the software was all you needed to do, but now we must earn customer loyalty by having a complete virtual solution that gives us a sound competitive advantage. We include our network monitoring and management solution CloudNOC powered by Martello Technologies as one of our core advantages. MarWatch gives us comprehensive visibility into a customer’s quality of service and allows us to respond quickly”.
Mitel Cloud Solutions (NetSolutions)
“The store spans 5 floors, and with high call volume coupled with the need for fast communication within departments, customer service depends on reliable voice services. MarWatch gives us confidence that our network will perform reliably even under high volume conditions”.
Angels the Costumiers
“A failure of the MiContact Center server, particularly during the critical registration period, can mean losses for the university – so the MarWatch monitoring gives us confidence that we can avoid downtime”.
“MarWatch simplifies management and monitoring of Mitel unified communications devices in our London hotels, including the recently launched Ham Yard in Soho. Ours is a 24/7 business, so we cannot afford downtime. MarWatch gives us a single pane of glass to manage all of our locations, alerting us to problems quickly and offering insight into statistics and trends”.
“The Mitel business communications network is critical to responsive guest service, so avoiding downtime is important. MarWatch is a valuable tool, monitoring unified communications systems around the clock, and detecting issues before they can impact service quality”.
“We rely on MarWatch to keep our Mitel systems running smoothly and avoid downtime for these critical systems”
“Kleen Blast operates full service distribution warehouses in Northern and Southern California, Tacoma, Washington, and Portland, Oregon. Reliability of the Mitel business communications network is key to the successful day-to-day operation of these locations. MarWatch ensures that our IP phone system and network infrastructure is operating smoothly by detecting issues before they can lead to downtime. This helps Kleen Blast to focus our resources on core business activities, rather than dealing with network issues”.
“Preventing downtime that affects our customer base is always top of mind. If we can’t communicate with them, we can’t serve them, and that is a big problem. MarWatch allows us to be proactive and be made aware of problems as soon as they occur, preventing downtime or a decline in voice quality”.
Libro Credit Union
“We receive greater value for money with the inclusion of MarWatch in Mitel’s Premium Software Assurance subscription. MarWatch prevents problems on the network from impacting our business. Whether a voice quality or system issue, we have confidence that the tools in MarWatch will ensure service quality isn’t impacted ”.
“The MarWatch system has given us confidence in the reliability of our phone systems. The MarWatch system’s monitoring and alerts ensure that performance or availability issues can be addressed early, helping us to avoid downtime and disruption to service. In addition, secure access to remote locations eliminates the cost of onsite visits for troubleshooting. MarWatch is a cost-saver that has delivered a solid return on investment for Swisher”.
“The proactive monitoring service, powered by Mitel Performance Analytics protects our investment in leading edge telephony. We know that problems like poor voice quality won’t impact our users, since MPA will help our support partner to address the problem very quickly”.