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Melbourne Football Club Case Study

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Case Studies

A leading Australian football club, the Demons, was using a 10-year-old POTS phone system across three sites. The system was unreliable and expensive to operate and maintain. It couldn’t provide the productivity gains or cost reductions to meet its performance goals.

Melbourne Football Club

Organization

The Melbourne Football Club, nicknamed the Demons, is a professional Australian rules football club, playing in the Australian Football League. The Melbourne Football Club was founded in 1858.

Situation

Despite on-field success, the club’s internal communications were being hamstrung by a near-obsolete LG Nortel Aria phone system. It lacked the reliability and features needed to connect employees working among its three sites.

The club’s near-obsolete LG Nortel Aria phone system lacked the reliability and features needed to boost workplace performance and simply connect employees working among its three operations sites.

The LG phone system had been installed more than a decade earlier, and its software had not been upgraded in that time. Maintenance needs were increasing and the high costs of moves, add-ons, and changes meant basic service was often postponed or simply not made. As a result, employees relied on their mobile devices to communicate with colleagues and others. In addition to the spiraling costs of this practice, the shortcomings of the LG Nortel Aria telephone system were impacting on the club’s service delivery to members.

Quite simply, the Demons could not keep up with the communication needs of its growing organization and member base. There was an urgent need for upgraded technology that could provide reliability and an integrated phone solution.

According to Richard Arnott, IT manager at the MFC, the Demons needed a UC system that could provide users with the freedom and versatility to maximize their business communications. The LG Nortel Aria system simply could not meet the demand for higher performance from employees, and reduced telephony costs.

“Retaining the LG Nortel Aria phone system was simply nonviable. Users were unable to communicate within the same workspace or when in the field, which is critical to all organizations, not just a professional footy club. To add to the woes, the system kept crashing and lacked the basic reliability a phone system should possess,” says Arnott.

Conscious of an upcoming busy AFL season, it was decided to seek out a new telephony system. Based on a thorough evaluation, most telephone providers were able to meet the demands of the Melbourne Football Club, but only in theory. The main requirements for new telephone system included reliability and the scale to expand across three sites and include employees working off-site. These requirements came with the stipulation that there would be no major software or hardware costs to meet its needs. But they were requirements that most other providers couldn’t adequately address.

 

“The Mitel solution provided the flexibility and resourcefulness so that our three sites could behave like one. We no longer feel like we are working from three silos. Mitel has been able to step up to every demand."

Richard Arnott, , IT Manager
Melbourne Football Club

Solution

The Mitel offering stood out from competitors due to its ability to offer a unified approach to communications. It provided a simple-to-use, simple-to-maintain resource that was flexible enough to meet exacting requirements and accommodate individual needs.

The Mitel Unified Communications (UC) solution included Mitel IP Phone IP560g, IP230, IP115 handsets, Mitel IP Phone BB24, Mitel Communicator with Professional Access, Mitel Communicator with Operator Access, Mitel Voice Switch 24A, Voice Switch E1K, Mitel 50v switch, Mitel Director, Mitel IP Phone 8000 phone, and Mitel Communicator with Mobile access.

Arnott explains, “The Mitel solution provided the flexibility and resourcefulness so that our three sites could behave like one. We no longer feel like we are working from three silos and had separate needs. Mitel has been able to step up to every demand.”

The Mitel solution was deployed within two weeks without any disruption. Arnott was struck by the simplicity of the rollout. The highly intuitive features of Mitel meant employees took up training on the solution quickly. There were no requests for repeat sessions, and employees were essentially able to use the system as soon as it was deployed.

“The Mitel rollout was fast, simple, and effective. It was the ideal IT rollout,” says Arnott.

“The club is witnessing tremendous growth, and growth depends on a good communication infrastructure. Mitel has been an immense contributor in providing the Melbourne football club with a strong communication backbone that enables IT and other staff to concentrate on other commitments,” continues Arnott.

Results

No formal ROI has been conducted on the deployment, but senior administrators are conscious of the cost savings, thanks to Mitel.

CEO Cameron Schwab says, “Even though cost savings haven’t been measured, it is extremely evident that Mitel has already achieved its ROI six months after being deployed.”

“Even though cost savings haven’t been measured, it is extremely evident that Mitel has already achieved its ROI six months after being deployed."

Cameron Schwab, CEO
Melbourne Football Club

Employees can now connect to other employees working within the office or off-site with simple click through. Football club members are seeing the difference in service. Their calls are being addressed efficiently without undue delay. Mitel also enables administrators to keep track of conversations and voicemails for future reference and quality control.

The scalability of the system enables seamless connectivity and ensures all employees are connected across all communication channels, which helps present the club as one unified professional organization.

Situation:

  • Legacy system was unreliable and expensive to operate and maintain
  • Need to effectively connect employees working among three sites
  • Desire to improve reliability and workplace performance

SOLUTION:

A Mitel Unified Communications (UC) solution comprising IP Phones, Mitel Communicator with Professional Access, Mitel Communicator with Mobile Access, Mitel Communicator with Operator Access, Mitel Voice Switches, and Mitel Director.

BENEFITS:

  • ROI within six months
  • No-cost calls among sites
  • Reduced need for administration
  • Improved customer service

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