Martello BLOG

Managing a unified communications (UC) network infrastructure that extends to multiple locations can be challenging. In the 24/7 hotel industry, uptime is critical to guest service, making this task even more daunting. Firmdale Hotels tackled this problem head-on, deploying Mitel Performance Analytics (MPA), UC  performance management to monitor and manage service quality for their Mitel UC solution.

The Challenge

Firmdale Hotels are a group of 8 boutique hotels in London and New York, known for their high standards of excellence and unique townhouse style of decoration. The company’s winning approach has been recognized with a number of awards, including the Queens Award for Enterprise in 2000, 2006 and 2009, in recognition of its outstanding achievement to international trade. The company recently launched the latest addition to its London portfolio – the Ham Yards urban village in Soho.

Firmdale chose a Mitel unified communications solution for its hotels. The solution’s simplicity and flexibility have contributed to improved reachability of staff and greater efficiency. To complement this streamlined communications infrastructure, Firmdale needed a management and monitoring tool that would assist the IT department in maintaining round the clock reliability. Uptime is critically important in the hotel industry, and with devices and applications spread across multiple locations, Firmdale wanted greater control over this infrastructure.

The Solution

Working with Mitel authorizedPARTNER 4Sight Communications, Firmdale deployed Mitel Performance Analytics, UC performance management software, which is designed to monitor and manage Mitel UC solutions. Today, the company can manage devices in all of its locations from a single pane of glass. It’s an important convenience for Firmdale’s IT department, as they previously had to access each Mitel device separately using different logins. “Accessing Mitel devices with a single login saves us time and allows us to troubleshoot problems without onsite visits”, said Mark Rupert Read, Director of IT for Firmdale Hotels. “We also appreciate that this access is secure, giving us peace of mind”.

MPA has brought other benefits to Firmdale’s IT operations. The software monitors the performance, availability and reachability of Mitel devices on a 24/7 basis, as well as third-party applications such as routers, servers and voice mail. When an issue such as low voice quality or high memory utilization is detected, an alert is dispatched to IT staff in real-time via email, SMS or Twitter.

“Quick alerting to exceeded thresholds for service quality has a significant impact on our business, ensuring we avoid downtime for our critical unified communications systems”, said Mr. Read

The MPA dashboard takes management of Mitel unified communications a step further, with at-a-glance reporting of trends and statistics by device and by location. Using a standard web browser from a PC or mobile device, Firmdale can monitor the performance of their systems on an ongoing and historical basis: “Insight into statistics and trends on our network helps us to plan more effectively and ensure optimal performance”, said Mr. Read.

Firmdale’s success with MPA is bolstered by the support and expertise of authorizedPARTNER 4Sight Communications. An early adopter of MPA, 4Sight understands the value of proactive UC management.

In Mitel Performance Analytics, Firmdale now has a powerful tool at its fingertips, ensuring their business communications network will always be as responsive and reliable as the guest service they have become known for.

May 29, 2014
The appeal of the cloud for channels and their business customers is both persistent and pervasive. Hosted IPT services are expected to more than triple between 2012 and 2017. To keep up, communications infrastructure is moving into the cloud and unified communications offerings are being built out and strengthened with a suite of hosted software, hosted solutions, and software-as‐a-service (SaaS).

The resulting complexity of ‘anywhere anytime’ operations can prove costly to service providers. Their business customers have high expectations for round‐the-clock assurance on service availability, quality and security, and low barriers to switch providers if they are not satisfied.
This is the ground where Martello Technologies is proving invaluable with its remote service software, MarWatch. MarWatch delivers simplified, proactive and powerful management and monitoring for unified communications applications.

MarWatch reduces downtime by proactively monitoring the network to verify that it is secure, reliable, and functioning optimally from anywhere in the world. More than that, MarWatch helps service providers plan ahead by identifying and tracking patterns for capacity planning and load balancing decisions that will improve network performance and satisfy even their most demanding business customers.

MitelNetSolutions, a leading provider of hosted solutions and services for small to medium businesses, has found MarWatch to be an essential piece of the unified communications solution puzzle. ToddWest, Mitel NetSolutions Vice President of Operations, explained the importance of offering a complete solution that includes product as well as ongoing monitoring, maintenance and support. “Historically, selling the box and the software was all you needed to do,” said West, “but now we must earn customer loyalty by having a complete virtual solution that gives us a sound competitive advantage”.

Working with Martello Technologies, Mitel NetSolutions created a complete and powerful suite of network tools that allows the NetSolutions Service Management Center to monitor customer networks to maximize uptime and proactively troubleshoot potential impediments.

The Mitel NetSolutions Cloud Network Center (CloudNOC) now boasts 24/7/365 network monitoring and management services with industry-leading customer service hold times of 15 seconds or less. It’s a powerful differentiator that Mitel NetSolutions has made central to its customer-focused unified communications solutions. “We include our network monitoring and management solution CloudNOC powered by Martello Technologies as one of our core advantages” commented West. “MarWatch gives us comprehensive visibility into a customer’s quality of service and allows us to respond quickly”.

For unified communications service and solution providers like Mitel NetSolutions, customer satisfaction and retention go hand-in-hand. In the stampede to the cloud, Martello Technologies raises their appeal to those business customers who want the freedom of the cloud, without sacrificing business critical service reliability.