Fast recovery from a potential disaster

When a fire gutted the Dean Street offices of investment specialists Future Capital Partners, Palebeck Telecoms were able to step in and get them back up and running with the minimum of disruption to their day to day business.

Future Capital Partners first became a client of Palebeck back in 2001 when they installed a Panasonic ICX telephone system into their premises in Noel Street, W1. Advances in technology plus the companies rapid expansion led to the replacement of the ICX with the latest KX-TDA. The modular design of this new system meant that it could be configured to provide the capacity for the lines and extensions required at that time, but would provide a simple means of expansion by the addition of further cards. Everything was going well until that fateful night in 2008.

"The unexpected, particularly a fire, is a devastating thing to happen to any business," commented Karin McNeill, Sales Co-Ordinator Palebeck Telecomms, "you have to just stop and think what pieces are still in place to be able to carry on. Everything one normally takes for granted is no longer available. You're wholly reliant on back-up data and supply partners around you to help get back on your feet and operational as quickly as possible."

Thanks to close personal links across the City, Future Capital Partners were able to find temporary offices quickly and move their staff across to the new offices. They then began the exercise of working closely with Palebeck to look at all areas of efficency both in day to day operations as well as ensuring that business continuity could be guaranteed in the event of another disaster. Their 60-strong investment team works closely with financial institutions, wealth managers, IFA’s and accountancy firms on a daily basis so continuity was essential.

Palebeck proposed the installation of the Panasonic KX-TDE, similar to their existing KX-TDA but with a motherboard capable of supporting IP phones which could be used not just in their offfices but also at any other location with an internet connection. Calls could be answered via PC Operator Consoles, but in addition it would allow calls to be answered from remote locations , or alternatively provide the ability to implement a quick impromptu office if required. This on it's own wouldn't provide a total DR (disaster recovery) solution but would offer a more efficient method of handling calls in an emergency.

"We had been very happy with our previous Panasonic system so Palebeck's recommendation for the KX-TDE was logical. It would be familiar to our staff and hence easy to use as well as giving us all the features we would need plus a few more" commented Dee McLintock of Future Capital Partners.

Along with the new IP phones Future Capital Partners also took the opportunity to specify CommSoft CTI clients to allow outbound click to dial operation and automatic inbound screen pop for customer records held in Microsoft Outlook. This has proved to be a very popular feature with all the staff as it speeds up outbound calls and drives the updating of customer records, as their details and notes section is immediately available on screen.

All inbound and outbound calls are logged using CommsOffice Call Management Software. This provides live wallboard statistics and provides a wide range of essential historic call data which, thanks to scheduling, arrives automatically via e mail ready for review during weekly efficiency meetings.

"It was essential that Future Capital Partners were back up and running as quickly as possible" continued Karin McNeill,  "Our close relationship with their chosen network provider and Panasonic meant that we could react quickly and help the management team to minimise the disruption on staff and clients. We have also installed IP phones at a number of our key staff members homes in case we have to face the unexpected, such as adverse weather, fire, flood and all other force majeure."