Property development company, Masterlord Estates, chose Comms Unite to reduce its support costs, improve issue resolution, provide accurate billing information and provide tenants with the state-of-the-art technology needed to grow their businesses.
“The deployment of Comms Unite’s solution has significantly reduced our IT costs while enabling us to deliver a far superior service to our tenants. Now we have complete visibility of what we are billing and the analytics we need to offer value-adding services to clients.”
Jonathan Bloomfield, Owner, Masterlord Estates Ltd
Based at Ransomes Europark, Ipswich, Masterlord Estates specialises in serviced offices and standalone commercial units, supporting up to 1,000 people, which range from large business HQs to start-ups and charities.
For many years, Masterlord had served its tenants with a fixed phone system and lease line that was starting to show its age. Their existing arrangements worked on a break/fix relationship, leaving the Masterlord IT team overburdened with queries. Moreover, the system did not provide easy access to billing information.
As a result, Masterlord sought a modern communications solution to support the needs of its tenants and to keep up with its own rapid growth.
Comms Unite had already provided services to Masterlord, and our good working relationship made us the logical partner. We proposed a complete managed solution specifically designed for business parks, offering high levels of reliability, usability and scalability.
We installed a carrier grade network solution and premium business handsets across the site, plus a web-based reception console, which has transformed the reception desk by providing visibility of calls across the whole site.
Better Response Times & Visibility
With the Comms Unite system in place, long waiting times are a thing of the past. Now, tenants simply raise any issues via the web-based ticketing system and can expect a reply in just two minutes. In fact, 98% of queries are investigated by an engineer in ten minutes against an SLA of 20 minutes, thereby significantly improving the tenant experience.
Previously, extracting billing information was an arduous task. Now, Masterlord can see exactly how much bandwidth each tenant is using, right down to individual sites, desks and devices. Masterlord is able to bill accurately and on time for any number of tenants, freeing up valuable time in the back office and improving customer service.
Improved Customer Experience
End users are visibly benefiting from the improvements delivered by Comms Unite. Now, employees are able to use their telephone number out of office, re-route it to a different location and expand or move office without any downtime, providing much-needed flexibility for workers on the move.
Fast broadband – essential in the modern workplace – is now a given, with employees enjoying speeds of up to 300MB. Significantly, call charges for tenants are now far lower. As a result, an increased number of tenants are making the most of the new service, while communicating far more effectively with both their fellow employees and customers.
We have significantly decreased Masterlord’s infrastructure and IT costs and increased its revenue, all of which has led to further exciting projects between Comms Unite and other local business parks.
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