Resource Centre Hicks Morley
The Challenge
Making the most of aging equipment to keep a busy, five-location law practice communicating effectively.
The Solution
Eclipse’s two-hour service response time, expert tech support and consultative approach.
The Result
Maximum investment payback on older telecom assets, impeccable uptime and seamless inter-office communications.
How we helped
Hicks Morley is a law firm with offices in Toronto, London, Kingston, Waterloo and Ottawa. Communication between sites is critical for two important reasons:
First, service is a key differentiator for the firm. So when a client calls in and finds that their lawyer isn’t free or a subject-matter expert is at another branch, a seamless transfer is critical.
Secondly, to save money and administrative time, Hicks Morley chose to have one voice mail system serve the entire company from Toronto. The downside: if communications between a regional office and Toronto go down, regional users lose access to voice mail. So network uptime is crucial too.
“Vendors show a lot of interest when you need to buy something, and then go quiet when you don’t. One of the things that’s different about Eclipse is that they’ve always been interested in keeping me up and running and helping me get the most out of what I have,” explains Mark Richards, Director, Information Technology.
The Hicks Morley network includes older Meridian 1 systems from Nortel, including a 15-year-old Option 11 in Toronto that houses the centralized voice mail system.
Going above and beyond
Last year one of the ITG cards failed and left the system’s Ottawa-based users with no voicemail access. “Eclipse went above and beyond to get us up and running again as soon as possible. In fact, they have no trouble delivering on their Service Level Agreement, which has them responding to a problem within two hours,” says Mark.
Eclipse takes pride in the teams that sell, install and maintain their broad product offering, which includes Nortel/Avaya, Cisco, and Mitel solutions. A heavy investment in training fosters a culture of continuous learning. And customers like Hicks Morley recognize the value.
Mark sums up the relationship this way: “We appreciate the way Eclipse works with us. It’s a consultative approach backed up by solid engineering and expert technical support. They help me understand my options.”