Manning Stainton Estate Agents

100-2,499 Employees
Customer Engagement

Today’s customer relationships are ongoing conversations that unfold across time and channels. Phone, video, email, chat, social: It’s all one integrated omnichannel now. Done right, seamless execution pays off in increased revenue and higher lifetime value of customers. Our customer engagement solutions make it possible. 

Networking

Build a path to the future. Avaya’s advanced fabric networking technology takes SDN networking and cloud services to the next level. Reduce network outages, enjoy quicker access to information, and easily integrate new communications channels and applications. If you wish, do it all with your existing infrastructure.

Team Engagement

Team engagement is the magic that happens when everyone in your workforce is connected effortlessly to the mission, to each other and to customers. When it works you feel it in your culture and on your balance sheet—and your customers feel it most. Barriers disappear. Productivity rises. Our team engagement solutions get you there.

“The results were immediate and Avaya’s solution has enriched all areas of the business.”
—Ian Shaw, Manning Stainton’s IT Director

Benefits

Improved Customer Service
Reduce Cost
Network Scalability

WEST YORKSHIRE ESTATE AGENT SOLD ON BENEFITS OF FABRIC NETWORKING AND TEAM ENGAGEMENT

Putting their Customers First

Manning Stainton, Leeds’ largest estate agent in both sales and lettings, is headquartered in Leeds, with over 200 employees at 19 branches across West Yorkshire. Within the estate agent industry, their differentiator is customer service. The high level of service that Manning Stainton provides to all of their customers has enhanced their reputation as one of the most successful estate agents in the North.
 
Manning Stainton is aware that their clients often have full daily schedules, so they extend their availability beyond normal branch hours. After the branches close, phone enquiries are forwarded to a customer service centre until 8pm in the evening and from 8am each morning, 7 days a week, to further elevate the customer experience.
 

The Need for Speed

The main limitation faced by Manning Stainton was a very slow legacy network. They needed dramatically increased speed and centralised data, both imperative for growing their business. The ability to support new software releases was also a critical requirement.
 
Manning Stainton also wanted a single network to store documents, pictures and property details onto a web-based net application, which wasn’t possible with their existing solution. “Our network was frustratingly slow and we were dealing with bandwidth issues from our legacy architecture,” recalled Ian Shaw, Manning Stainton’s IT Director.
 
Additionally, the staff experienced poor quality voice calls, frequent voice break-up, and they couldn’t make internal calls so had to ring from branch to branch to communicate. This was time-consuming and costly.
 

CHALLENGES

  • Slow network restricted staff’s ability to work efficiently
  • Poor, unreliable voice quality was causing frustration amongst staff and customers
  • Document files were stored at each local site making it difficult to share between branches

VALUE CREATED

  • Vast improvement in voice quality and reliability allows staff to provide enhanced customer service
  • The new network’s speed and reliability has boosted staff morale and productivity
  • Electronic documents, pictures and property details are now stored in one location and can be easily accessed in any branch

Future-proofing with Fabric

Manning Stainton needed a network upgrade to improve performance, speed and security. Avaya communications reseller NGC Networks had enjoyed a good relationship with Manning Stainton for years and, hearing of their issues, the reseller brought up Avaya Fabric Connect. “The availability of Avaya’s solution differentiates them from the competition, and it fulfills our objective to future-proof our business,” said Shaw.
 
NGC Networks offered a lot of strategic support and planning advice. By using Avaya fabric networking, Manning Stainton was able to cost-effectively upgrade its network without experiencing the issues they had been anticipating. They now use Avaya Fabric Connect to deliver the operational benefits of a Multiprotocol Label Switching (MPLS) service whilst avoiding its complexity, provisioned over cost-effective Ethernet links.
 

The Solution in Action

The deployment of the Avaya networking solution was seamless: it delivers faster Internet and data connectivity, speeding up the transfer of information between staff, regardless of physical location. It is also more reliable and efficient, improving the quality of telephone calls and supporting any future branch expansion.
 
The network architecture complements the new corporate system which centralises documents, pictures and property details; security and resilience are also enhanced.
 
“With the Avaya solution, the efficiency of our business has greatly improved which will in turn boost our already high levels of customer service,” said Shaw. “The speed of Avaya’s upgraded network was instantly noticeable.”

"The availability of Avaya’s solution differentiates them from the competition, and it fulfills our objective to future-proof our business."
 
—Ian Shaw, Manning Stainton’s IT Director
 

 

Excellent Results

Manning Stainton expected its operating costs to increase with the upgrade of the network but the business took a more holistic approach, deciding that a faster, more reliable network was an investment worth making for the future.
 
With all of the telephony also running across the fibre network, voice quality is another big improvement. Staff can make internal calls, rather than dialing out branch to branch, increasing their efficiency and saving the company money.
 
“The results were immediate and Avaya’s solution has enriched all areas of the business,” Shaw added. “This upgrade has boosted staff morale and productivity: they love the speed and reliability of the Avaya network.”
 
Manning Stainton is now well placed for any potential network expansion, having future-proofed the network for additional capacity, as and when required.
 

Why Avaya?

Manning Stainton already had a great relationship with NGC Networks who had rolled out the Avaya telephony, and they were attracted to the Avaya fabric networking solution, moving away from MPLS and on to fibre. “It cuts out a lot of network overhead, providing a faster and more reliable performance,” said Shaw. Manning Stainton did look at several other options but they were limited by only offering MPLS. They were further reassured that Avaya’s solution was ideal for their needs, having seen that several other Avaya customers had successfully implemented similar solutions. Avaya Fabric Connect encompasses the entire network, providing Manning Stainton with a single end-to-end service delivery model. They can now easily extend the power of virtualisation into their geographically-dispersed branch offices.

"With the Avaya solution, the efficiency of our business has greatly improved which will in turn boost our already high levels of customer service. The speed of Avaya’s upgraded network was instantly noticeable."
 
—Ian Shaw, Manning Stainton’s IT Director
 

Future Plans

NGC Networks is once again engaging with Manning Stainton on its voice requirements, with Avaya Fabric Connect offering the perfect basis for an upgrade from the existing Avaya Communication Manager to the market-leading Avaya IP Office Server Edition. It offers a lot more functionality for less money and is strategically the way forward for Manning Stainton.
 
Manning Stainton is also considering Virtual Desktop Infrastructure (VDI), placing even more reliance on the network. This will be a significant change and the network is being stringently tested before a VDI strategy is agreed upon.
 
In addition, they are looking to upgrade their call centre technology to Avaya in the future, as well as considering iPad and mobile apps for the letting side of the business.
 
Shaw concluded, “We are very happy with the support and advice that NGC Networks and Avaya have provided, and I have peace of mind in knowing that they will continue to recommend the most appropriate technology for Manning Stainton as we continue to grow the business.”
 

About Manning Stainton

Manning Stainton, Leeds’ largest estate agent, is a private practice with 19 branches across Leeds and surrounding towns in West Yorkshire. They offer expert advice on residential property including valuations, property management, RICS Homebuyer reports and building surveys. As well as dealing with residential property sales and letting, Manning Stainton also offers auction, expert witness and insurance services.
 

CUSTOMER PROFILE
  • Headquarters:

  • United Kingdom

  • # Employees:

  • 150

Manning Stainton, Leeds’ largest estate agent, is a private practice with 19 branches across Leeds and surrounding towns in West Yorkshire. They offer expert advice on residential property including valuations, property management, RICS Homebuyer reports and building surveys. As well as dealing with residential property sales and letting, Manning Stainton also offers auction, expert witness and insurance services.

What our Customers are saying
“With the Avaya solution, the efficiency of our business has greatly improved which will in turn boost our already high levels of customer service.”

Read more testimonials >
  • Ian Shaw

  • Manning Stainton