Case Study: Service Office International achieves flexible, scalable cloud telephony, lower costs and increased revenue with Mitel

Service Office International - Customer Case Study

Service Office International (SOI), a Sydney-based provider of virtual receptionists, virtual offices and serviced-office solutions, was held back by a 12‑year‑old hybrid analogue NEC telephony system. The aging platform was inflexible, costly to customise, lacked reliable failover and couldn’t deliver the device‑agnostic, fast-changing telephony features SOI’s clients required, constraining service levels and growth plans.

SOI moved to a cloud‑hosted Mitel IP telephony solution (MiVoice/MCD) with hosted voicemail and receptionist consoles, giving unified communications, call logging/recording, voicemail‑to‑email and tailored console features. The system made phone management intuitive for staff, reduced call‑management costs, generated about $1,000 in additional monthly revenue, improved productivity and client satisfaction, and provided scalable, low‑capex support for national expansion.

Service Office International

Michelle Mills

Managing Director