director of network services, Domino’s

With their deployment of advance communication systems, small businesses are scoring big with their customers.

Domino’s Pizza Inc. initially tried out Nortel’s new Business Communications Manager 50 (BCM 50) in one of its franchise stores in Michigan and they liked what they saw. Based in Ann Arbor, Mich., Domino’s pizza chain to date totals 7,750 franchises.

BCM 50 is an IP-based communication system designed specifically for businesses with up to 40 users.With the Nortel solution in place, we’re able to offer advanced applications without being distracted from our main business focus… Bill Kidder >Text “When we began assessing how new communication services could benefit our business, we didn’t think it would be economically feasible to provide the wide range of features to our stores,” Domino’s director of network services Bill Kidder said.

BCM 50’s converged communication capabilities, however, allowed Domino’s to integrate features such as customized answering, call waiting and advanced call routing into day-to-day customer interaction.

“With the Nortel solution in place, we’re able to offer advanced applications without being distracted from our main business focus of being the number one pizza delivery company in the world,” he said.

The Domino’s director said the company plans to deploy BCM 50 at the branch level later this year. This will replace its existing Norstar phone system, also from Nortel.

As Nortel’s newest SMB offering, BCM 50 allows businesses to reduce cost of ownership, increase productivity and enhance customer service, according to Tony Rybczynski, director of strategic enterprise technologies for Nortel.

One of BCM 50’s features is a unified messaging system that integrates voice and e-mail onto one device. It also has a router capability and security that enables users to access the system remotely through the Internet, Rybczynski said.

“The convergence of voice and data onto a single platform that simplifies small business operation is really a key differentiator and a key value,” he said.

Metro Dodge Chrysler Jeep, a car dealership based in Ottawa, has also agreed to try out BCM 50’s Digital Mobility Solution. This application proved very useful for managers at the dealership, according to president Jim Pears.

“It has improved our customer satisfaction (with) the ability to communicate better with customers and with each other,” Pears said.

Using Nortel’s Mobility Handsets, users are able to locate and call each other anywhere and anytime within the dealership location. With call forward, call transfer, conferencing and voice mail capabilities, Pears said the handsets “give them the accessibility they did not have before”.

He pointed out that the thinness of the device added to its reliability. “We used to have a Bell system that had very large handsets that were very cumbersome….The (Nortel) handset is very small but fully functional.”

“As a result, they go everywhere with the people,” Pears said. Digital Mobility Handsets can have a coverage area of up to 1.4 million square feet, according to Nortel.

With Digital Mobility, the user’s office phone is interfaced with the Mobility Handset, allowing the user to pick up a call or listen to a voice mail from anywhere. In addition, the handsets have a separate line that enables the user to make a call through the handset even when the office line is in use, said Pears.

The Ottawa dealership has been testing the Digital Mobility application for over three months, and Pears said the company would continue to use it in its operations.

BCM 50’s price ranges from US$350 to US$500 per seat depending on preferred capabilities. Rybczynski said BCM 50’s costing structure gives cash-strapped SMBs better flexibility on their investments.

“We recognize that (price) competitiveness for converged voice, data products in the small business is very important.” Pears said. He added that although BCM 50 has numerous capabilities, companies would only be paying for specific capabilities that they would use.

Related links:

Vendors launch innovative VoIP gear for SMBs

Avaya delivers IP to Panago Pizza

How to manage IP phone installations

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