Harrowells

Furthermore, the previous supplier’s disjointed customer service team meant customers were constantly being passed around between departments with no dedicated account manager to contact, delaying resolutions which in turn, had a significant impact on the firm’s calling experience.

While Danny Garland, Harrowells’ Head of IT, had resorted to solving issues himself, he knew that should the worst happen, the team would be on its own to find a solution. Determined to find a more involved supplier to manage his comms estate, Danny reached out to Matt Jones, a previous colleague from years gone by.

Given their relationship, Matt knew exactly what Danny’s expectations would be regarding a technology partner – someone to recommend a new solution that would unify all of Harrowells’ sites, ensure a simple and seamless day-to-day management experience and be on-hand 24/7 to solve any issues that appeared.

After performing a full audit of the business’ comms systems, Matt and the team recommended migrating all offices to a unified SIP Trunking solution, enabling free calls between sites and futureproofing Harrowells from the PSTN switch-off at the end of 2025.

This required installing Mitel border gateways to manage the 300+ DDIs across the business, and direct calls to the correct location across both mobile phones and on-site deskphones, depending on the destination.

At Danny’s request, Make.Contact took the transition to SIP at his pace, ensuring no impact to the customer experience, understanding the different sites and any idiosyncrasies regarding internal processes and existing equipment to ensure a smooth deployment.

Transferring close to 400 numbers across 8 sites and successfully activating 300 DDIs, the entire project was completed within a 45- day timeframe. Remarkably, the day-to-day activities remained uninterrupted despite several delays from the incumbent during the number porting process.