Fergus & Glover - An Exchange Communication Case Study #ProblemSolved

Posted on 15th Feb 2018 in Case Studies

The Customer

Fergus & Glover - a cosmetic dental surgeons based in Aberdeen and Glasgow, offering a variety of treatments including cosmetic, restorative and orthodontic as well as preventative care.

The Challenge

Exchange Communications have worked with Fergus & Glover since 2015, upgrading their existing Avaya enterprise to the next major software release and providing ongoing maintenance support to ensure continued serviceability, security and longevity of their Avaya telephony estate.


Exchange Communications upgraded the existing system with Avaya IP Office Version R9, which provided a number of improvements in scale, virtualisation and resiliency and better service across the two sites.

Exchange Communications provide ongoing support to ensure the system is working as it should each and every day.

Key Results / Benefits

Exchange Communications carried out the system update with minimal disruption to Fergus & Glover’s working day.

Additional benefits for Fergus & Glover from upgrading the system were:

  • Increased efficiency by meeting the company’s communication needs on a single system and reduced training/support requirements through the uniform deployment of enterprise-wide features and dial plan.

  • Transforms the way Fergus & Glover conduct business by offering a seamless engagement experience for both customers and employees. Regardless of their locations, devices, or applications, users can have telephony, messaging, conferencing, contact centre, video and unified communications.

  • Enhanced mobility for Fergus & Glover by providing access to communications applications from any location.

  • One number access: making it easy for customers to reach sales and experts with just one number. Speeding access to and collaboration between employees, partners and colleagues.

  • Resilience capabilities, such as automatic fail-over, has helped prevent service disruption by enabling any site to function as a stand-alone system until network services are restored.

Mikey Bateman (Fergus and Glover) – “The engineers and the service desk have been brilliant, polite, helpful and efficient and more importantly extremely knowledgeable of what the system is capable of and how we wanted it to work.”

“We’re already seeing the benefits of the changes internally which is making our working environment much more efficient.”

“Thanks again for all your time in getting everything set up and arranged and I look forward to our continued working with Exchange Communications.”

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