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Case Study

Ison Harrison

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Designed to simplify phone system administration, reduce costs and empower users, Ison Harrison selects Mitel’s Unified Communications platform to enhance staff collaboration and deliver exceptional client service across multiple office locations

  • Reduced the total cost of ownership
  • SIP trunk deployment enhanced disaster recovery
  • Multi-site unified communications
  • Ease of system maintenance
  • Streamline management of all voice applications
  • Consolidate communications across all offices
  • Enhance client service call routing
  • Computer telephony integration
  • Stability and scalability for future growth


Leeds’ based solicitors, Ison Harrison, offers a complete range of legal services to private and commercial clients. Originally established in 1978, the firm has grown substantially through mergers, employing over 160 staff who deliver legal services from eight offices across Leeds and the surrounding area. With rapid growth resulting from a number of new office openings and successful mergers in recent years, Ison Harrison has quickly established itself as ‘the Leeds law firm’. Trusted by thousands of clients, communication is key to Ison Harrison’s success and the firm has to ensure its legal staff are easily
contactable at all times. To maintain client satisfaction, the
company needed to move away from the legacy telephony system that limited efficient interaction between clients and staff, and was expensive and timeconsuming to manage and maintain, particularly for moves and changes.


Incom-CNS recommended Mitel’s Unified Communications (UC) platform for stability, scalability and resilience, as well as the feature-rich, reliable and easy to use telephony services, all key criteria for Ison Harrison. Taking back control of its telephony, the firm now has a solution that integrates staff across multiple offices through simplified internal communications and ensures the firm offers the personal service demanded by clients. Mitel’s UC system has mpowered their workforce, ensuring staff never miss a call. By deploying 20 SIP trunks, line rental costs have been reduced, interoffice call charges eliminated, and the number of lines required has been consolidated, reducing the firm’s overall total cost of ownership.

Single solution, multi-site

Ison Harrison had six different telephone systems spread across seven sites. To maintain high levels of client satisfaction, the company needed to move away from the legacy telephony system that limited the ability for clients and staff to efficiently
interact. Incom-CNS worked closely with Ison Harrison to provide a through audit of the existing telephony system and network. The firm quickly realised that the legacy WAN was not ‘voice-ready’ and wouldn’t support their immediate and future requirements. A conversation with Grant
Counsell, Enterprise Sales Director at Incom-CNS, convinced the firm’s Practice Director, Mike Peel, that it was possible to move to a fully integrated platform that would not only save the business a great deal of money, but would provide a resilient, future-proofed platform to meet the firm’s future requirements. After considering a number of options, Ison Harrison selected the Incom-CNS proposal of a unified communications solution based around hardware and software from Mitel. Mitel Communicator delivers computer telephony integration, allowing users to dial contacts directly from their PC and exercise control over their availability, by integrating with the firm’s existing online calendar. As a result, Ison Harrison now has complete control over staff availability so that every call can be routed effectively to a member of staff who is available to respond, and inbound calls are never missed or misdirected. Mitel Director, a web-based tool, streamlines the management of all voice applications across multiple locations into one seamless interface, releasing Ison Harrison’s support staff from the burden of complex system management of the legacy system. With hot-desking and mobile working set to increase across the legal profession, Ison Harrison is ahead of the curve and can gain a competitive edge with their approach to business communications.


Mitel and Incom-CNS worked together to ensure the installation was performed smoothly, meeting with Ison Harrison on a weekly basis to discuss the progress of the project. Incom-CNS replaced the existing array of hubs with a compact, feature rich system. “Incom-CNS proactive approach combined with their technical expertise and product knowledge ensured a trouble-free deployment,” Mr. Peel added.

Looking to the Future

“We needed a telephone system which would deliver a rich, yet easy to use communications environment to all our users. Our Mitel Unified Communications platform provides a host of advanced features that make everyday communications faster and more efficient. As our firm changes and expands, we need to embrace new working practices and be flexible in our communication while remaining responsive to clients. Fortunately, our communications environment is highly scaleable and easy to manage, so we can add more users to the system easily and quickly, irrespective of their working location or role.”

Ison Harrison’s solution is fully future-proofed, ensuring that the firm can consider additional applications, such as Contact Centre, to enhance client service call routing. “Mitel’s products are easy to use and have proved popular with staff
and our IT support team,” comments Mr. Peel.

“Selling change to people is always difficult. We asked everyone to be open-minded and now they are comfortable, so we can start to plan the introduction of other features. If it’s going to help speed up what staff can do and enable them to deliver services to clients in a more cost-effective, responsive way than they currently do, then they’ll go for it, now they’ve seen the possibilities.”


With Mitel’s focus on simplicity, both system management and the end-user experience have proved a big success. Superior client service is at the heart of Ison Harrison’s operations, so enhanced disaster recovery was front of mind when implementing the new system. Mitel’s UC system is a completely distributed, scalable solution layered on the IP network with no single point of failure, offering 99.9999 percent availability for mission-critical operations. By leveraging all voice calls over IP, Ison Harrison has simplified communications across the company and reduced the total cost of ownership for business telephony. Finally, the Mitel UC system lets the IT staff move and manage numbers across the organisation with ease, quickly scales up as the firm grows and delivers numerous advanced features.

Michael Peel
Practice Director, Ison Harrison

Put simply, the Mitel Unified Communications solution deployed by Incom-CNS delivers less complexity, ease of use and a much lower total cost of ownership to Ison Harrison.

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