DigitcomTelecommunications Canada Inc. for Service Organization

Each year, our sister publication Computer Dealer News hosts the Channel Elite Awards to recognize IT Solution Provider for their innovation, leadership, and commitment for creating value for their customers. As Canada’s leading IT channel publication, CDN invited solution providers to submit their best work to nine different categories for 2013’s awards. Here, we present the case studies these award nominees put forward to us. Find out who the big winners are on Sept. 11 when CDN presents them at the CEA Awards Gala.

Learn more about CDN’s Channel Elite Awards 2013

Nominee: Digitcom Telecommunications Canada Inc., from Toronto, Ontario

Describe the solution or service you provide.

A) Integration of staff from multiple sites into one new larger site; B) Telephone system integration of three additional new sites, each equipped with premise-based telephone system solutions networked together; C) Planned integration of multiple smaller remote offices with unique hybrid solution.

What made your service of the highest quality? Provide measurable evidence of how you benefitted the customer’s business.

Native Child and Family Services of Toronto is a Child Welfare agency, with 24-hour response to crises involving those most vulnerable within our society. Digitcom’s first engagement was to sort out, correct, and support two older Norstar MICS systems networked together, where previously, multiple service providers each worked within their own microcosm, to the overall detriment of the entire system.

Digitcom assumed responsibility of both systems, corrected the extant issues, provided user training and continued service to the organization. When NCFST purchased their new building at 30 College Street, Digitcom responded to the RFP call and provided a new Avaya IP Office Telephone system with an eye towards the organization’s future. That future anticipated certain system expansion, and provisioning was included in the original proposal to accommodate any future requirement. The solution included a complete voice and data cabling infrastructure to support over 200 users across four floors.

The move to the new location was flawless; every telephone set where it should be; every user’s set in place, correctly programmed and totally functional on the Monday of “Day 1.” About 18 months later, the second phase of the move was completed, with the number of endpoints then reaching 160. Another Avaya IP Office was installed at the Men’s Residence in Scarborough, networked to the Head Office location, using the line resources and centralized voicemail from Head Office. In 2013, two additional IP Office systems were installed in remote locations, including an extended office facility and Youth Centre, with the total number of endpoints exceeding 280.

Currently, plans are underway to add a number of smaller remote facilities across Toronto using Digitcom’s unique Hybrid Hosted application, bringing hosted sets in remote office into the system as survivable standalone services, while continuing to be extensions as part of the Main Office system.

Describe how services were delivered in a timely fashion, or how the response to a crisis was above and beyond the usual.

In every instance, Digitcom delivered hardware installation and post-installation service on time, and within budget. Digitcom offers 24/7 response recognizing child welfare crises are not limited to traditional Monday to Friday, 9 to 5. Digitcom technicians are fully equipped to provide remote service to the system, as all systems we support are accessible on the same network and managed under a single central management interface.

How does your service surpass competitors in meeting the needs of customers?

Digitcom guarantees all calls to our service control center are answered in five rings or less. Outside of business hours, messages in our emergency service mailbox are cascaded to on-call technicians anytime, day or night, and recognizing the nature of Native Child’s operations, we place particular emphasis on a timely response.

How does the solution further your customer’s green or environmentally friendly plans?

The Avaya IP Office system represents significant reduction in power consumption compared to similar systems. Each Module consumes only 45 watts power. The system runs sufficiently cool enough to eliminate the need for telephone room cooling, no air conditioning is required. With the low power consumption and the elimination of air conditioning systems, the impact on the environment is minimized and the annual savings for the client are considerable.

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Jim Love, Chief Content Officer, IT World Canada

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