Case Study: Malvern Hills District Council boosts call handling by 40–50% and improves staff productivity with Mitel

Embraces unified communications to support virtual team collaboration

Malvern Hills District Council, a small local authority in Worcestershire, needed to improve resident services while working with limited resources. Its aging telephony and fragmented communication tools were causing voicemail tag, email overload and wasted time tracking down colleagues across sites and in the field, limiting staff productivity and customer response times.

The council deployed Mitel MiVoice Business and IP phones integrated with Microsoft Office Communications Server (presence, IM and unified messaging) after staff trials. The consolidated platform cut reliance on voicemail and email, enabled flexible, cross-site working and rapid user adoption — staff now handle 40–50% more calls per day without extra resources and the contact centre manages about 15,000 calls/month (up from 10,000) while improving first-contact resolution and overall efficiency.

Malvern Hills District Council

Mac Chivers

ICT Manager