Martello BLOG : 2014

hospitalityHow important is preventing downtime? For attendees of this week’s HITEC 2014 show, it’s top of mind. That’s because the success of any hotel relies on providing a high level of guest service, and failure of the business communications network can have a significant negative impact on guest service. Martello’s Director of Sales Pardeep Koonar is joining Mitel in their booth (#355) at HITEC, demonstrating the value of Mitel Performance Analytics (MPA) for Mitel unified communication (UC) users in the hospitality industry.

As buzz at this year’s show will attest, hotels are increasingly moving towards cloud-based UC solutions, driven by the promise of greater flexibility, access to the latest advances in technology, and cost savings. Recognizing this, Mitel is working with some of the most recognized hotel brands to provide them with an efficient and seamless path to the cloud. Mitel offers UC solutions that meet the needs of just about any hotel – whether they want to migrate to the cloud, choose an on-premise model, or take a hybrid cloud approach.

Wherever you fall on the path to the cloud, MPA provides the peace of mind of an always-monitored network. MPA is flexibly designed to monitor and manage cloud-hosted and on-premise UC solutions, with around the clock monitoring, real-time alerts and secure remote access. Together, these tools ensure that an unplugged front desk phone or declining voice quality is detected quickly, avoiding the losses that can happen when downtime occurs. What all of this means, of course, is that hotels can maintain their high level of guest service, without disruption to the communications network.

Established in 1891 as a small privately owned foundry and machine shop, GIW Industries is a manufacturer of standard & custom centrifugal slurry pumps. After more than a century of facility expansion and technology growth, in 1996 GIW became a full subsidiary of KSB Group, one of the leading producers of pumps, valves and related systems.

Headquartered in Georgia, GIW Industries has 4 branch sales & service offices in the US and Canada. The company chose Mitel for its business communications needs, but needed the right tools to effectively monitor and manage these systems.

GIW Industries had other management tools, but found them inadequate for monitoring Mitel systems. “Other tools didn’t offer appropriate support of our Mitel systems, leaving us with a gap in our ability to manage and monitor the devices and applications on our network”, said Lucas McCuistian, Supervisor of Server Operations for GIW Industries.

McCuistian 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. Backed by Mitel authorizedPARTNER MXN, GIW Industries deployed Mitel Performance Analytics, MPA. Tightly integrated to Mitel unified communications solutions, MPA features secure remote access for cost effective troubleshooting, 24/7 performance monitoring, and alerts for issues predictive of failure.

Rather than manage equipment in multiple locations using a variety of tools, GIW can now access them via a single pane of glass. To make the solution more valuable, MPA includes support for third-party components of the network infrastructure such as routers, servers, call recorders and managed Ethernet switches. For GIW Industries, adopting MPA has made it easier to maintain service quality:

“Mitel Performance Analytics gives us greater control over the devices on our business communications network, keeping them running smoothly and avoiding downtime”.

Doug Bellinger joined Martello in May as VP, Research & Development. In this role, he takes responsibility for guiding future product development, as well as managing Martello’s growing team of developers and operations staff.

Q: Why did you decide to join the company?

I love to work in a fast growing start up environment. Opportunities to join a start up that already has 1000 customers don’t come along every day, and I could tell in my first meeting with Bruce Linton and Niall Gallagher that Martello was on to something that was critically important for Unified Communications services.

Q: Which of your previous roles have been key in shaping your path to Martello?

I was one of the founders of CrossKeys, which was the first of Newbridge Network’s affiliate companies. This introduced me to a lot of the people at Mitel and the Wesley Clover companies. It also taught me a lot about the value that an agile software provider like Martello can provide to a large global partner like Mitel.

Throughout my career I’ve worked on multi-vendor management solutions for networks and services. As Mitel integrates the capabilities of its acquisitions and partnerships, Martello will be able to provide the critical management software to ensure high levels of service quality. For Mitel distributors, partners, and customers, our expertise in multivendor solutions will mean that we can extend our management capabilities to provide and end-to-end view of service quality.

Q: What are your top priorities in the short-medium term at Martello?

We have an excellent product and a great development team. We’ll be scaling the team up to expand our product line, and building up a support infrastructure that can take us from 1000 customers to more than 10,000.

On the staffing side, the priority is finding the next 10-20 great members of the Martello team. We’ll be looking for solid technology leaders with a range of experience levels from co-ops to senior managers.

On the development side our priorities are to expand the platform capabilities with things like advanced, predictive analytics, while extending its scope to include a wider range of devices and systems.

Q: You wake up on Saturday morning with nothing planned – what’s your ideal way to spend the day?

Our family stays pretty busy skiing in the winter and playing tennis in the summer. Some things that we did this summer include kayaking in the Rideau Lakes, going to a soccer tournament in Vermont, and seeing Liverpool play Manchester City at Yankee Stadium. If I still manage to get some free time here and there I build robots in my workshop.