Customers

We work with customers of all sizes across the UK. Here are some of their stories of working with us.

B2B

We are very happy with the new system that has been installed, the dect and desk phones are both reliable, robust and easy to navigate making it very user-friendly.

Jeremy McKinnell, company accountant

WT Johnson and Sons

Industry Textiles
Solution NEC SV9100

Textile dyeing and finishing firm WT Johnson and Sons is a decade-long customer of Russell Telecom. Russell Telecom installed the firm’s NEC Aspire system in 2007 and it proved to be both an excellent and reliable system.

In seeking to upgrade their existing telecoms system, Huddersfield-based WT Johnson and Sons, which is family-owned and established back in 1910, decided to partner once again with Russell Telecom, as the service from Russell has been excellent over the years and a strong bond of trust has developed.

Russell Telecom is a national company with over three decade’s experience of meeting the telecommunications needs of UK businesses and organisations.

Requirements

WT Johnson and Sons required a telecoms solution with more wireless handsets, more flexibility and greater functionality.

Russell Telecom carried out a thorough assessment of the company’s existing system and of its specific requirements. In addition, the firm carried out a full wireless survey to ensure all areas of the site were covered.

Once its investigations were complete, Russell Telecom identified the cutting edge NEC SV9100 telephone system as the perfect solution for the client.

Solutions

Russell Telecom installed a NEC SV9100 telephone system with 17 VoIP handsets, and 30 IP DECT cordless handsets, Voice Mail and Auto-attendant. In addition, some of the handsets have Voice Mail and a call record feature.

The SV9100 will help to future-proof any business or organisation, as it is both robust and expandable, serving the requirements of up to 800 connections.

Russell Telecom installed IP DECT cordless handsets from NEC as WT Johnson and Sons has people working throughout its large site who need to be contactable anywhere at anytime for numerous reasons, including safety and security.

The new handsets are more flexible, allowing remote access and more straightforward ‘hot-desking’ options. They can also provide significant call savings compared to traditional phone landlines.

Russell Telecom provided the cordless handsets with rugged silicone cases to provide the best durability, as it can be a physically demanding environment, and so the handsets needed to be robust and durable.

Russell Telecom also provided loud amplifiers for some of the desk handsets, as the environment can be noisy.

The NEC IP DECT system is tried-and-tested in all types of environments and the solution provides first-rate coverage and seamless integration.

Key features include:

– Crystal clear audio quality up to HD audio

– Appealing and ergonomic handsets

– Easy access to a central directory

– High feature transparency, so you can use the same facilities while away from your desk

– Roaming between networks allows you to use the handset

– on different (remote) locations

– Full security with secure DECT air interface, uniquely identified handsets and voice encryption

– Easy deployment – plug and play install and downloadable software in APs and handsets

IP DECT can also be used to locate DECT handsets and their users. This can be essential if for example staff need immediate assistance from colleagues.

Pushing the ‘SOS’ button on the phone, the system alerts staff to provide assistance, while the system automatically provides the location information.

Results

WT Johnson and Sons are very pleased with their new telecoms solution.

Jeremy McKinnell, company accountant, said:

“We are very happy with the new system that has been installed, the dect and desk phones are both reliable, robust and easy to navigate making it very user-friendly.”

Education

Russell Telecom’s technical lead in conjunction with sales have supplied the Trust with a robust, fully scalable and cost-sensitive solution that will facilitate our telephony strategies for many years to come.

Ian Burns

Nexus Multi-Academy Trust

Industry Education
Solution NEC SV9100

Russell Telecom identified the cutting edge NEC SV9100 telephone system as the perfect solution for Nexus MAT.

The telephone system was supplied with IP Handsets with VoIP SIP Trunks. Russell installed a dedicated internet connection to securely run the company’s voice calls. Russell also installed IP handsets, as the Nexus site is a main hub for a group of academies which will be key in linking the schools together as one

big system. The component schools will also run independently.

Nexus are very security conscious and a number of features including the broadcast to speakers inbuilt into all the IP handsets was essential. All handsets also have the ability to page-all (broadcast to all) in an emergency i.e. an intruder is seen. In addition, all handsets can record calls, which is a further value-added security feature.

Once installed, training was provided so that the IT team and administrative staff were able to manage the new system in the most effective way.

In a nutshell, the SV9100 telecoms solution is a flexible and scalable product that has been built on the success of its predecessor, the award-winning SV8100, but with double the capacity.

The SV9100 will help to future-proof Nexus MAT, as it is both robust and expandable, serving the requirements of up to 800 connections.

NEC SV9100 is the very latest IP telephone solution evolving from decades of previous systems sold worldwide with its comprehensive functionality and outstanding reliability.

The Results

Nexus is very pleased with its new telecoms solution.

Ian Burns, Strategic ICT & Information Governance Lead, commented:

“Following a successful tender process whereby local and national providers were invited to showcase their solutions, Russell Telecom was chosen as the preferred telecoms provider for the Multi-Academy Trust and its member Academies.”

“Our point of sales proved to be highly efficient at every step and over a year on, aiding the commission of multiple solutions, is regarded an extension of the Trust’s wider service arm.”

“Technical support and strategic guidance is an example of what top tier service delivery and ongoing support should be.”

The Grammar School at Leeds

Russell Telecom’s cost-effective NEC solution provided the functionality we required and more. The installation of the new system by the Russell Telecom engineers went as smoothly as promised and the switch over was totally painless

Mark Whitehead, Director of Computer Services

The Grammar School at Leeds

Industry Education
Solution NEC SV9100

The Grammar School at Leeds is one of the UK’s leading independent, co-educational schools. It enjoys the heritage of both Leeds Grammar School and Leeds Girls’ High School with a lineage traceable back to 1552 and a long history of academic excellence. It benefits from a magnificent site on the outskirts of the north of Leeds. The Grammar School at Leeds has been rated by the Independent School’s Inspectorate as ‘Excellent’, having achieved the highest possible rating in every category, from academic success through to co-curricular activities. In addition, the inspectors used the OFSTED framework to rate its Early Years Foundation Stage at Rose Court as ‘Outstanding’ in every category.

The Grammar School at Leeds was delighted to partner with Russell Telecom; a company with three decade’s experience of meeting the telecommunications needs of numerous UK businesses and organisations.

Requirements

The Grammar School at Leeds wanted to update and future-proof its telecoms infrastructure with a much more flexible and versatile system.

The Solution

Russell Telecom completed a comprehensive evaluation of the school’s telecommunications system before it identified the NEC SV9100 as the perfect solution.

Russell Telecom provided the school with the NEC SV9100 with 230 VoIP handsets, which has translated into a fully futureproofed solution. VoIP technology is ideal for large campus type sites, as IP handsets can be deployed easily anywhere, including off site and for remote working.

The school has a second site called Rose Court in Headingley and the VoIP technology means users on both sites benefit from one system and all its inbuilt functionality and applications. In addition, each member of staff has a Virtual Extension and Voicemail facility, so parents can leave message with the individual rather than reception. This makes it simple for reception to route calls to the correct person and avoids lost paper messages.

The system has Voicemail and Voicemail-to-email, which provides the ultimate of ease of contact and flexibility for key users.

Russell Telecom also provided a MyCalls PC based operator console. This is a powerful, yet easy-to-use application that puts the operator in control. It also enables greater management of calls and employees for enhanced customer service.

Highlights include time-saving call control, a dashboard of company communications, and a user-friendly interface.

Results

The Grammar School at Leeds is very pleased with its new future-proofed telecoms solution. Mark Whitehead, the school’s Director of Computer Services, commented:

“We had demonstrations from a variety of cloud based and on premise vendors before making the unanimous decision to go for the Russell Telecom solution.”

“Russell Telecom’s cost-effective NEC solution provided the functionality we required and more. The installation of the new system by the Russell Telecom engineers went as smoothly as promised and the switch over was totally painless.”

“The after-install training and support has also been excellent enabling us to provide a fantastic telecoms experience for staff and callers.”

Travel & Leisure

Beamish Hall, country house hotel logo

Once again, we are delighted with the new solution that will serve to futureproof our telecoms for years to come. Another excellent service by all involved from the brilliant team over at Russell Telecom!

Alex Tocu

Beamish Hall

Industry Travel & Leisure
Solution NEC SV9100

Long-standing Russell Telecom customer, Best Western Beamish Hall Hotel is a four-star, classic country house hotel located close to Beamish Museum.

Situated in rolling parkland on the border of County Durham & Tyne & Wear, the hotel is the perfect base for both business and leisure.

Beamish Hall needed to replace an aging NEC telephone system, which
we installed in 2004. They required a solution that provided an extensive range of applications specifically around the hospitality industry to effectively support the ever-growing demands of this popular hotel.

 

The Solution

We installed an NEC SV9100 telephone system at Beamish Hall Hotel.

The SV9100 is a flexible and scalable solution that has been built on the success of its predecessor, the award-winning SV8100, but with double the capacity. The SV9100 will help to future-proof any SME, as it is both robust and expandable, serving the requirements of up to 800 connections. NEC SV9100 is the very latest IP telephone solution evolving from decades of previous systems sold worldwide with its comprehensive functionality and
outstanding reliability.

We installed new SIP Trunks (Voice Over IP lines) at the hotel. SIP
trunking enables out-of-area geographic number ranges to be used on a call-by-call basis – showing businesses as local, despite being physically located elsewhere. In busier times or when something goes wrong, SIP is able to automatically reroute any calls to back up sites and phone numbers in seconds – providing a seamless service during any eventuality.

Migration to SIP allows Beamish Hall to benefit from the many features that were not possible on traditional ISDN lines, also significant ongoing cost savings available with SIP gives the customer a competitive edge.

By discarding any unnecessary ISDN lines, businesses are able to save a large amount of money; also during office moves, there is no need to spend money on changing stationery, advertisements or listings. SIP trunking also allows businesses to make free calls.

The addition of new lines and new office locations becomes a simple, pain-free process.

The challenge was to successfully integrate the new system with legacy wiring at the Listed building. Where cabling was not possible, unique hybrid integration to new and legacy wiring at this old Listed building was achieved. In addition, Russell Telecom installed advanced Auto-attendant
and call queuing to get callers direct to the correct department quickly and efficiently.

Russell also installed a new IP DECT system to provide high-end mobility for staff on the move and for use by night concierge, among other users.

Lastly, a conference Bridge facility was installed to better accommodate corporate meetings.

The Results

Beamish Hall Hotel is very pleased with its new telecoms solution.

The NEC SV9100 allows for easy call handling and use by all hotel staff. The migration to SIP has provided significant savings on call charges and improved flexibility. The direction of calls has also become more efficient.

Hotel Manager Alex Tocu said:

“We are very happy with our new telecoms solution. First of all, we chose Russell Telecom above others not just because of the solution but the faith we have in their customer services team.”

“Their engineers were also excellent, doing a challenging job in a busy hotel with the minimum of disruption to day-to-day work.”

Charities

Daft as a Brush

Industry Charity
Solution NEC SV8100

One of the key requirements was to install a phone system that could improve communication between the company’s operations centre in Newcastle and its ambulances, which would in turn help to increase efficiency within the system and prioritise more urgent calls.

It was identified that the charity required a solution that could accommodate their need for increased flexibility, usability and reliability. They also needed a system that could relay out of hours calls to a live operator who could then schedule an ambulance pick-up.

Daft as a Brush partnered with Russell Telecom, a company with over 25 years experience of meeting the telecommunications needs of UK businesses and organisations.

Solution

Russell Telecom undertook a comprehensive evaluation of the companyʼs telecommunications systems. Russell Telecom decided that the feature rich NEC SV8100 telephone system would suit the charityʼs requirements ideally. SV8100 is the latest digital and IP phone system from NEC and has been specifically designed for small and medium businesses and organisations.

NEC black phone The system includes an integrated digital voicemail, which not only provides a night and day service and auto attendant but also provides call recording. Daft as a Brush was provided with a hybrid IP solution combining a Legacy-type phone system and IP system for external calls, allowing a full 24/7 call answering service. The organisation was supplied with handsets with digital display, call recording and speed dial functionality.

Finally, Russell Telecom analysed the organisation’s telephone usage and costs and have forecast a cost reduction in telephone bills using the new call package.

Arches Housing Logo

Despite operating in very difficult times, we have had no reduction in our levels of service

Seamus Harkins

Arches Housing

Industry Housing Association
Solution Hosted IP

Arches Housing has been a customer of Russell Telecom since April 2009 and had an NEC SV8100 telephone system with over 30 users working on ISDN30 lines.

With the ratcheted BT ISDN switch off culminating in 2025, Arches made the decision to future proof their organisation by switching to a hosted (cloud-based) IP system in good time. Arches wanted to move away from traditional telephony to the more modern, flexible and resilient communications platform. In deciding to migrate to IP, it considered the advantages of such a move: including enabling office and field based staff and home workers to seamlessly integrate and work from
anywhere whenever.

Russell Telecom has 35 years’ experience of delivering telecoms solutions to thousands of businesses and organisations across the UK.

Requirements

After carrying out a rigorous selection process, Arches was delighted to once again partner with Russell Telecom to supply their advanced telecoms solution.

Solutions

Russell Telecom deployed the eve hosted solution with 30 PC soft phones and 18 mobile applications. No desktop handsets were required. Russell Telecom removed the ISDN line but kept all numbers. The service went live four days before the start of Covid-19 Lockdown, which was remarkably prescient.

It was very good timing, as everyone can work remotely and/or from home. Although the eve cloud based platform is highly sophisticated, it is also very simple to use. Arches use call queuing, integration, voice mail, call recording and wallboards to show high level and detailed real time information, allowing the organisation to work dynamically to provide the best service. They also have access to the eve portal which allows them to control features to match specific requirements, for example:

• How would you like your calls to be routed?
• Would you like to manage your contacts?

The system is easy to navigate and designed to be highly intuitive. The major benefits include:

• It’s very affordable and cost effective.
• Easy setup and maintenance
• Freedom and flexibility – work anywhere, any time.
• See if relevant people are ‘available’ before putting calls through.
• Effective Disaster Recovery – secure UK cloud-based data back up and recovery.

The flexible nature of the technology allows businesses and organisations the ability to easily add and remove users as required. The physical location of every user is irrelevant, as it’s straightforward to add a user and a number, wherever they are based.

Results

Seamus Harkins, Data Services Manager at Arches Housing, said:

“Our previous system, while effective, meant that phone lines had to go through the office, so there had to be people based at the office!”

“Our new much improved system was installed at just the right time; everyone
had had training in how to use it, and all staff were able to work effectively from home from day 1 of the Covid-19 lockdown.”

“Despite operating in very difficult times, we have had no reduction in our levels of service. People who’ve worked for us for over twenty years from the office on traditional handsets, have taken easily to the soft phone solution with headsets, as it’s so easy to use. It’s effectively been business as usual!

Seamus added: “I wanted to implement a new system that was a much more effective aid in Disaster Recovery of data; what would happen if
the physical office exploded, or indeed was shut indefinitely due to a pandemic?”

“Now, people are calling me ‘The Oracle, as the timing of the implementation has been remarkable.”

Retail

The installation went very smoothly with minimum disruption, which was much appreciated. As well as having an excellent new telecoms system, Russell Telecom has also saved us money on call costs.

Margaret Forward, Financial Director

Wensleydale Dairy Products Ltd

Industry Manufacturing / Retail
Solution NEC SV9100

Wensleydale Dairy Products Ltd. owns The Wensleydale Creamery at Hawes in Wensleydale, which is famous the world over as the home of Yorkshire Wensleydale cheese. The cheese achieved European Protected Geographical Indication (PGI) status in December 2013.

The Wensleydale Creamery continues the art of traditional cheese-making which dates back nearly a thousand years, using milk from over 40 local farms to handcraft their delicious range of cheeses.

A Russell Telecom customer for over 11 years, The Wensleydale Creamery decided, once again, to partner with Russell Telecom in upgrading its telecom system.

Russell Telecom is a national company with over three decades experience of meeting the telecommunications needs of UK businesses and organisations.

Requirements

The Wensleydale Creamery had two separate systems across two sites and it wanted to unify these. In 2006, Russell Telecom installed NEC Aspire systems at each site and they have proved to be excellent and reliable. In a new system, the business required more wireless handsets, more flexibility and functionality as well as the one telecoms system.

Russell Telecom carried out a thorough – including full wireless – assessment of the company’s existing system and of its specific requirements before deciding which solution to opt for.

Solutions

Russell Telecom installed the cutting-edge SV9100 at The Wensleydale Creamery together with 38 VoIP desktop handsets, 34 IP DECT cordless handsets, Voicemail and Auto Attendant.

Russell Telecom provided a new external IP network for both sites, dedicated for VoIP using Fibre Access connections – EoFTTC or Ethernet over Fibre To The Cabinet. This connection is capable of up to 20Mbps over an FTTC connection, providing a leased line quality with 4-hour 24/7 response for substantially less investment than a leased line circuit. The service can also be installed in a much shorter time than a leased line, allowing for minimum disruption across the busy sites.

The new network allowed Russell Telecom to deploy a single system across both sites, connecting the remote-site IP handsets and IP DECT Cordless to the main site seamlessly. The new Fibre Access connection also allowed Russell to replace the existing ISDN2 external lines with the new high-quality VoIP SIP lines. The SIP lines free call package helped to cost-justify the whole solution.

As well as the first-class functionality, the new system allows The Creamery’s users to ‘hot-desk’ between sites – a major benefit. IP DECT users can simply take their cordless handset to either site and it will log into the local network automatically. This meant that staff no longer had to change numbers between sites or use complicated, and time-consuming, log-on and log-off procedures. Staff can now work from both sites and keep their specific handset configuration and numbering.

This feature makes finding staff much easier, as the operators no longer need to search between sites. This makes everyone easily contactable anywhere and at any time – vital for numerous reasons including safety and security.

Russell Telecom fitted the cordless handsets with rugged silicone cases to provide the best durability, which is very important to the users, as it can be a demanding environment.

The NEC IP DECT system is tried and tested in all types of environments and the solution provides excellent coverage and seamless integration.

Results

The Wensleydale Creamery is delighted with its new telecoms solution.

Margaret Forward, the firm’s Financial Director (FD), said:

“Since the install, communications across the two sites are easier and business runs more smoothly. The features allow much more flexible access to the telecoms systems, which enables hot-desking and the ability to contact staff wherever they are.”

“The installation went very smoothly with minimum disruption, which was much appreciated. As well as having an excellent new telecoms system, Russell Telecom has also saved us money on call costs.”

Medical

The Glen Medical Group Logo

The engineers were first-rate, efficient and helpful, managing to complete the whole installation with no disruption to the surgery

Lynn Crutwell, Practice Manager

Business Name

Industry Medical
Solution NEC SV9100

The Glen Medical Group is a busy general practice of 10,600 patients split between its two practices, which they run from the same site. The group has six GPs, one GP registrar, two nurses, one HCA and a supporting admin/reception team of 16.

The Glen had a shared system between its two practices on the same premises using IP Cisco handsets; cabling was also shared. Broadband connectivity was substandard and the quality of calls was affected, which is something the medical group was concerned about.

The Glen’s telephone number was a virtual number (for SIP), which meant a change of telephone number, which was a daunting prospect for the busy practices.

The Glen was delighted to partner with Russell Telecom; a company with over three decades experience of meeting the telecommunications needs of UK businesses and organisations.

Requirements

Russell Telecom carried out a thorough assessment of the practices’ existing system and of its specific requirements.

The Glen wanted a telecoms solution that would help to improve the overall customer experience. The group felt that its old system was not as efficient as a new system could be.

Russell Telecom identified the cutting edge NEC SV9100 telephone system as the perfect solution for the client.

Solutions

Russell Telecom installed an NEC SV9100 telephone system. The SV9100 are robust, feature-rich, Unified Communications enabled systems that are ideal for small and medium-sized businesses.

Each server is designed to help solve today’s communications challenges and is built with your migration path in mind, so you can scale your communications as your business grows.

Russell Telecom delivered the SV9100 with an automated call distribution system, commonly known as an Automatic Call Distributor (ACD). This is a telephony device that answers and distributes incoming calls to a specific group of terminals or agents within an organisation.

ACDs often use a voice menu to direct callers based on the customer’s selection, telephone number, selected incoming line to the system or time of day the call was processed.

Staff members are now able to log on to the system to help with reception duties during busy times. In addition, call queuing helped the call handling process by answering calls and informing callers they were in a queue.

Call recording was also introduced to ensure efficiency and for training purposes.

Finally, the innovative Patient Partner was installed to allow patients to book, cancel, check or change appointments at any time, night or day using their telephone. The system is a PC/Server based solution, which connects to the practice’s telephone system. It also integrates with their electronic appointment book, ensuring that it can operate in ‘real time’.

Results

The Glen Medical Group is very pleased with its new telecoms solution. Lynn Crutwell, Practice Manager, said:

“We are delighted with our new telephone system from Russell Telecom. From quote to installation the process was seamless.”

“The engineers were first-rate, efficient and helpful, managing to complete the whole installation with no disruption to the surgery.”

“The call recording feature has already helped us to resolve issues and identify staff training needs.”

“The monitoring feature is invaluable in planning staff requirements and improving efficiency for the practice.”