Case Study: The Old Mill Toronto achieves modernized communications and improved guest service with Avaya IP Office

Toronto’s Historic Old Mill Brings Communications Into the Future

The Old Mill Toronto is a century-old boutique hotel and spa with 57 rooms, a popular historic restaurant and more than 20,000 sq ft of event space. The property needed to replace an end-of-life Nortel Option 11 PBX that was costly and slow to maintain, while also solving integration needs with existing property and accounting software, improving staff visibility across a large site, and overcoming employee resistance to a new platform.

The Old Mill implemented Avaya IP Office, which integrated seamlessly with its DuVoice PMS and accounting systems, supported a hybrid mix of analog and digital lines, and provided a web-based admin interface. The upgrade simplified troubleshooting, cut support and maintenance costs, and enabled features like Visual Voice, Voicemail-to-Email, Mobile Twinning and SoftConsole—improving staff productivity, reducing missed calls, enhancing customer service and increasing sales, with a planned phased migration of remaining analog phones.

The Old Mill Toronto

Steve Ladha

IT Support Specialist