Lamesch

LAMESCH, established in 1962 by Jean Lamesch, belongs to the SITA division of the SUEZ ENVIRONNEMENT Group. It is the market leader in the Grand Duchy of Luxembourg in the collection, processing, disposal and recycling of household and industrial waste. A staff of 380 is serving a wide range of clients, including local authorities, construction and civil engineering companies, commercial companies, industrial users and even private individuals. LAMESCH has taken on board the values of the SUEZ ENVIRONNEMENT Group: professionalism, spirit of partnership, value creation, team spirit, ethical values and respect for the environment.

Interview with Yves Feuillen, Technical Director

In 2010, you decided to change your telephony system, could you tell us why?

Our telephone system had been tied up in a leasing contract which came up for renewal in summer 2010. The equipment dated back to 1999 and was extremely outdated compared to what is actually on the the market. It was a basic telephone system without any special functional features.  We were encountering more and more technical problems, with a corresponding increase in maintenance costs. We consulted Telecom Luxembourg S.A. who suggested that we should consider a unified communications system, i.e. voice/data convergence on a single telephony/IT platform. In order to find the best solution, we asked three companies to submit a tender. At the end of that process we awarded the contract to Telecom Luxembourg S.A..

In what consisted he technical solution Telecom Luxembourg S.A. proposed to you?

Telecom Luxembourg S.A. has supplied us with an overall package consisting of 100 new telephones installed with Avaya IP Office. This interface uses an Internet protocol which guarantees the quality and reliability of connections, while being easy to use (interface using Windows graphics) and financially competitive at the same time. In short, a solution well suited to the size of our business. The new system was rolled out in the space of 24 hours, accomplished over a Friday evening to a Saturday morning to avoid disrupting our business. They suggested that we start with the critical services, which for us were the dispatch service (responsible for lorry rounds) and the ordering service (commercial branch). All staff affected by this change were trained in the use of the new tool by Telecom Luxembourg S.A.. Since then, whenever we hire new staff, they automatically receive training from the IT department. Which means that everyone is able to get the most out of the functional capabilities provided by the new system. From a management point of view, the system supplies important data to the management on our customer relations, the number of successful calls, the number of failed calls, call peaks…For those of our employees who spend a lot of time out and about, the One X mobile solution enables them to have their calls automatically routed to their land line and their mobile at the same time and they can receive their e-mails on their mobile.

How would you rate your collaboration with Telecom Luxembourg S.A.?

We decided on Telecom Luxembourg S.A. because their offer was extremely competitive, but particularly because we knew some of this supplier’s staff already and knew the company to be reliable from having worked with them previously. Once again, we have not been disappointed and we think that this collaboration represents a fair illustration of 2 of the LAMESCH / SUEZ ENVIRONNEMENT core values, professionalism and the spirit of partnership.

One user’s experience

What are the advantages of the new system over the old one? “The Avaya software comes up on our screen automatically when we switch on our PC. The function we use the most is the “Click to call” which enables us to select a contact directly in our Outlook base and to click the telephone number on our screen directly, without having to key in the number on our phone. This saves time and stops us getting a wrong number. The system also records the numbers corresponding to the incoming calls we receive. These are stored automatically and added to a database of contacts. We also have access to the internal directory, on line, and can chose up to 16 internal extensions, stored directly in the telephone, each accessible at a single touch. The system tells us the status of the person we are calling (already on line, available or call forward). If the number we are calling is engaged, we have the option of automatic recall. As well as this, we all have 2 lines each, so we can manage two calls at once. All these functions make our daily work easier and enable us to obtain information on previous calls (date and time of call, for example). This information is protected by a password, of course”.

By Catherine Moisy