Red Commercial Interiors Nortel Business Telephone Systems Case Study from 1st Communications

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Red Commercial Interiors Nortel Case Study

Situated in Maldon, Essex and part of the Red Group. - Red Commercial Interiors provide a 'total turn key solution' - encompassing all equipment and services required for business properties.


In order to provide an efficient and responsive service to their existing customer database and promote an expanding 'telesales' division - requires an effective telecoms solution.

The existing Nortel Norstar telephone system - had provided reliable service, over several years. Staff - were extremely satisfied with the functionality and ease of system use. The directors of RED, had emphasized a key issue, were to continue with a system which would reduce the need for staff training and protect their initial investment, in a Nortel product.


Working within this re-mit. 1st Communications, suggested a system upgrade to a Norstar Compact Plus, with ISDN2 lines and a Call Pilot 100. Connection of ISDN2 lines, to the system, with an associated DDI number range, would provide the benefit of calls 'routing' directly to an individual or department. The Call Pilot 100 would provide voicemail and call centre features - the efficient direction of call traffic, dependent on the caller's selection and the ability to allow call queuing, with a messaging option.


The complete integration of this solution provided an efficient and cost effective 'business tool' for Red and their customer base. Implementation of a call management package - to monitor call traffic through the system and in particular the sales department has enabled managers to allocate company resources accordingly.


The Nortel Norstar Compact Plus and Call Pilot 100 have enabled Red Commercial Interiors to increase their customer care and satisfaction, with an additional improvement in staff efficiency and productivity.

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