What our customers say about us
I deal with many vendors every day and I have to applaud Introtel for their wonderful service and quick response. Todd Yates and the sales team do a wonderful job communicating with me on new products and existing product upgrades, whenever I call your office, Nicole Green and her service team are always there to answer any questions I have. It is my pleasure to work with your team and I am thankful for the support, information, laughs, and everything your team assists me with each time I contact them! I know that when I need something in a hurry, your team always comes through for me! Keep up the great work and I will continue to refer co-workers and business acquaintances to Introtel. You do a wonderful job and I truly enjoy working with everyone there!!
It’s great to be able to depend on a supplier and know that they have our best interests in mind and are not out for a quick fix. – Jim Aldridge , Ticketking General Manager
For the past several years, Introtel has supported Canpar Courier through the design, and implementation of our Mitel telephony solution, the main communication tool used in our offices. Currently we use the Mitel 3300, 6510 Messaging solutions (ESNA), and MiContact Centre all of which were designed, engineered, implemented and supported by Introtel. Introtel has been an incredibly valuable asset to us. From the start of the process, the sales team exceeded our expectations in developing our current Mitel system and applications. Through the process, the customer service manager, was always available to help. Furthermore, the technicians are punctual and consistently provide excellent, knowledgeable ongoing support for our Mitel solution. Without reservation, I recommend Introtel for their extensive knowledge of Mitel products and their ability to create custom solutions. The ongoing support we receive is top notch. – Ron Pogson, Canpar Director Information Technology –
Introtel has become one of our more reliable service vendors. Since switching to Introtel in 2011 to maintain and support our Mitel IP phone system we have experienced greater stability and have also been able to leverage more enhanced features of the Mitel system. Introtel is a strong support organization, they understand our environment and proactively look for opportunities to continue enhancing our system while upholding our critical need for stability. – Patrick Laflamme , Torys LLP Director, Information Services –
CHRIS AUSTIN, DISCOVERY AIR VICE PRESIDENT INFORMATION TECHNOLOGY
I have been working closely with Rob Turnpenny and his team for over 2.5 years. Introtel has provided excellent service and support of our Mitel phone systems/network. I have been with Discovery Air a little over 3 years. There were 3 Mitel phone systems in place when I arrived. Two different vendors were used for the purchase and installation of those systems. Let’s summarize by saying the entire system was a mess. I contacted Introtel because of prior experience with one of their staff in Montreal. We now have 9 Mitel PBX’s in place and multiple locations and users running remote/teleworker connections on a variety of technologies. The road to this steady state has not been easy and without Introtel we would not been in the position we are today – a coast to coast, North to South Mitel network that is stable and feature rich. The Mitel technicians have spent many, many hours troubleshooting the original poorly installed systems in order resolve some long standing issues and to prepare them for the expansion DA needed. They have performed migrations from older systems (Mitel SX-200, Toshiba, Cisco IP, Nortel) to our Mitel 3000 series platform. All of the original systems have been updated to current OS and firmware versions, had licencing corrections made, configuration changes and networking corrections. Their technicians have assisted us with “cleanup” of obsolete extensions and other end use configuration problems. The growth in the number of systems and the ability to dial direct to extension across Canada forced DA to move from 3 digit to 4 digit extensions. This process was again supported by Introtel staff and I have to say went flawlessly – new greetings, proper call routing of critical numbers, rearrangement of some specialized DID’s were all handled gracefully due to good planning and great execution. There are many other projects, including migration to SIP services in a centralized Data Center, analog to PRI migrations, voice mail integration, voice mail to email integration, MS Lync integration, DLM licencing implementation and expansion of VMR capabilities that Introtel has worked on with DA. Their dedication to finding the right and best solution for us has been impressive. I can confidently say that Introtel is one of our most trusted vendor-partners. Please don’t hesitate to contact me should you wish to discuss in further detail.
HOW INTROTEL IMPROVED THE WAY THE CANADIAN CANCER SOCIETY COMMUNICATES
Every year the Canadian Cancer Society works to improve the lives of those suffering from cancer and those afflicted with it. The organization’s goals are to increase awareness, create public policy, raise funds, and deliver related programs. The Canadian Cancer Society was experiencing communication barriers internally and externally; the provincial office in Toronto, two contact centers in Hamilton, and 40 community offices throughout Ontario had an outdated and inflexible communications system. Gerry Holmes, director of information technology for the Canadian Cancer Society Ontario division “wanted to upgrade” the phone system and “implement new technology” that would allow them to “better integrate” the offices. The main concern was the inability to “take advantage of the calling features and capabilities that integrated systems can afford” canadian cancer society explained Holmes. Issues with the outdated system: • The public had to call multiple numbers because the offices could not transfer calls to one another. • Voicemail messages could only be left for one specific person, not an entire department. • There was no disaster recovery solution in place for the phone system. The Solution: “We spent a lot of time interviewing Gerry and his team to understand exactly what they were looking for” explained Rob Turnpenny, president of Introtel who also confirmed that “we made them feel comfortable that we would achieve what we said we would.” canadian cancer societyTo combat the communications challenges the Canadian Cancer Society was having Introtel implemented the Mitel 3300 IP Communications Platform (in every office), a messaging server for voicemail, the Mitel Enterprise Manager, remote monitoring, and a teleworker solution. These solutions helped the organization better connect with patients and volunteers, improve overall communications, and cut costs. Every year the Canadian Cancer Society works to improve the lives of those suffering from cancer and those afflicted with it. The organization’s goals are to increase awareness, create public policy, raise funds, and deliver related programs. The Canadian Cancer Society was experiencing communication barriers internally and externally; the provincial office in Toronto, two contact centers in Hamilton, and 40 community offices throughout Ontario had an outdated and inflexible communications system. Gerry Holmes, director of information technology for the Canadian Cancer Society Ontario division “wanted to upgrade” the phone system and “implement new technology” that would allow them to “better integrate” the offices. The main concern was the inability to “take advantage of the calling features and capabilities that integrated systems can afford” canadian cancer society explained Holmes. Issues with the outdated system: • The public had to call multiple numbers because the offices could not transfer calls to one another. • Voicemail messages could only be left for one specific person, not an entire department. • There was no disaster recovery solution in place for the phone system. The Solution: “We spent a lot of time interviewing Gerry and his team to understand exactly what they were looking for” explained Rob Turnpenny, president of Introtel who also confirmed that “we made them feel comfortable that we would achieve what we said we would.” canadian cancer societyTo combat the communications challenges the Canadian Cancer Society was having Introtel implemented the Mitel 3300 IP Communications Platform (in every office), a messaging server for voicemail, the Mitel Enterprise Manager, remote monitoring, and a teleworker solution. These solutions helped the organization better connect with patients and volunteers, improve overall communications, and cut costs. Holmes raved, “These kinds of capabilities are helping our organization work together more fluidly” and “employees throughout the province get a greater sense of being part of the same team.” The solutions created by Introtel have consistently enabled the Canadian Cancer Society to pursue its vision by keeping employees and the public connected.
HOW CANPAR UPGRADED THEIR CONTACT CENTERS
Canpar has always made efficient and cost effective transportation, their highest priority. Canpar provides courier delivery to virtually any address in all ten Canadian provinces and the continental United States. The company has been successfully operating since 1976 and has grown to over 20,000 customers and has a network of 60 terminals and line haul systems.