Grainger PLC

CASE STUDY

A Brief Introduction

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FTSE 250-listed Grainger PLC is the UK’s largest listed residential landlord, with residential property assets across the UK and Germany worth £1.8bn. The business has 300 employees across six UK offices plus two in Germany.

Long-standing IT partner ITPS supports the business with data centre and disaster recovery services, web hosting, consultancy, and support and maintenance of the IT and telecoms infrastructure. Grainger’s IT model involves a single point of access supported by a hybrid of on and off premise servers and replication services. Diverse communication networks surrounding the Newcastle headquarters, the remote sites and the data centre are provided by both Virgin and BT, maximising resilience.

Will you cope if disaster strikes

The Challenge

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A long-term project launched in 2013 involved a staged core systems review designed to create a seamless train of information to support the business and provide full remote access and permissions for mobile and remote workers.

As part of the project Grainger embarked on a phone system review, as IT Manager Robert Anderson explains: “Previously we had a range of phone systems in place from different vendors, so doing simple things such as changing message preferences was not quick or easy, and meant dealing with different providers. We wanted a phone system that was much more intuitive, and easy to manage.

ITPS Approach

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This is the biggest project Grainger has gone through. We are three years into our five year plan, and ahead of our targets. Because calls within the network are free and those outside it are substantially reduced, we have saved £25,000 a year in phone and video calls alone.

We have a very capable in-house team here but there is always a danger of becoming inward looking and too close to the business. But with the external injection of expertise and knowledge from ITPS our communications infrastructure is always business-ready for whatever the future holds.

Results

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BLOWN AWAY

The single, browser-based interface makes it straightforward to use for administrators and end users alike, so we don’t need to spend money on extra staffing or training costs. ShoreTel Call Manager and Communicator put us completely in charge. The ShoreTel system is an integral part of our business, and I would give it 10 out of 10, there is nothing it can’t do and the quality of product and system stability is excellent.

All our staff have control over their message preferences and they can access them remotely, so calls can basically follow them around as they move. It’s wiped out a huge amount of time we were spending on fielding calls. Having a robust UC platform in place means we get the best out of tools such as MS Outlook and Instant Messaging, and our system is integrated with Salesforce and MS Dynamix too. ShoreTel opens up the API to clients so we can write code, which means we could integrate our tenant portal into the solution if we choose to.

“We spoke to several vendors and evaluated systems from Avaya, Samsung and Cisco. ITPS arranged a private demonstration with ShoreTel and we were blown away by the solution and the cost

Will you cope if disaster strikes

The ITPS Difference

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Opting for ShoreTel was a big leap of faith for Grainger. The phone system touches everyone and the impact is massive. As one of my colleagues said: ‘Nobody ever got sacked for buying Cisco’, but our decision was validated many times over.

ITPS’s support in moving to UC has transformed our internal and external communications, and their delivery, product knowledge and high end expertise underpin the years of our partnership.

We have a very capable in-house team here but there is always a danger of becoming inward looking and too close to the business. But with the external injection of expertise and knowledge from ITPS our communications infrastructure is always business-ready for whatever the future holds.”

“But with the external injection of expertise and knowledge from ITPS our communications infrastructure is always business-ready for whatever the future holds.”

Robert Anderson

IT Manager, Grainger PLC

Get In Touch

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