The Theatre Royal, Norwich, is one of Britain’s oldest theatres. It was originally established in 1758, rebuilt in 1826, destroyed by fire in 1934, rebuilt for a second time in 1936, and refurbished into the popular playhouse it is today in 2007. In 2019, it was united with nearby venues Norwich Playhouse, established in 1995, and Stage Two, established in 2016, under the umbrella of Norwich Theatre.
Like most theatres, Norwich Theatre operates on several fronts. Its artistic team program and present everything from ballet to Shakespeare and comedy to drama, across three separate venues. Its outreach team runs various workshops and activities within the local community. Its technical team make sure its three buildings operate efficiently, while its commercial and finance teams collaborate to keep everything afloat.
As Norwich Theatre continued to grow and expand its offerings, the limitations of its ageing telecommunication system became evident, alongside issues with equipment reliability and functionality. And with the ISDN Switch Off – the phasing out of the UK’s analogue telephone network – arriving by the end of 2025, the theatre needed to act swiftly, too.
Enter VoiceHost. VoiceHost has been providing SIP and Hosted VoIP solutions for UK businesses of all sizes since 2006. Its platform offered Norwich Theatre with a reliable and affordable alternative to its traditional communications system.
The Objectives:
The primary objective was to replace the outdated on-site PBX system with a modern, scalable, and
cost-effective solution that could enhance communication capabilities while reducing operational
burdens. The specific goals were as follows:
- Improve reliability and availability of the telecoms infrastructure.
- Increase scalability to accommodate growing communication needs.
- Simplify the cost structure and optimize monthly expenses.
- Enhance communication features to improve internal and external interactions.
- Provide a seamless transition process with minimal disruptions.
The Solution:
Hosted PBX: VoiceHost implemented a cloud-based PBX system that eliminated the need for on-
site hardware and maintenance. This ensured reliable and uninterrupted communication services
while providing the flexibility to scale as per Norwich Theatre's requirements.
Feature-rich Telephony: The VoiceHost solution integrated advanced features such as our
desktop application, wallboards (call stats), interactive voice response (IVR), and conference
calling. These features empowered Norwich Theatre with improved call management and enhanced customer experiences.
Seamless Migration: VoiceHost meticulously planned and executed the migration process to
minimize disruptions. The implementation team ensured smooth transition and provided training
sessions to familiarize Norwich Theatre staff with the new system.
24/7 Support: VoiceHost provided dedicated support, ensuring prompt assistance in case of any
issues or queries. This proactive support allowed Norwich Theatre to focus on their core
operations without worrying about telephony-related challenges.
Training: VoiceHost provided on-site training workshops to the customer at no additional cost
allowing for a successful experience and transition to our services.
- Date28 September 2023
- Client NameNorwich Theatre
Snom devices were the obvious choice for Norwich Theatre for several reasons. Firstly, there was Snom’s diverse range of products, which includes everything from robust, low-cost entry devices to high-end phone systems with all of the latest features. Secondly, there was the potential for Snom’s devices to be interoperable with multiple phone system solutions. Thirdly, there was the impressive security of Snom’s hardware, which would ensure the theatre’s telecommunications remained safe.
“With the ISDN switch off coming, many businesses are starting to think about how they can set their telecommunications system up for the future,” reflects Adam Webb, sales manager at VoiceHost. “The team at Norwich Theatre needed a system that was both secure and of a high quality, while also being budget friendly, and that is exactly what we could offer.”
The new system comprised a mix of Snom’s popular D120 and D713 models, which have been especially designed for deployment in hotels, hospitals, schools, government departments and other large organisations. Easy to programme and simple to use, they feature a backlit graphic display and a range of context-sensitive and preassigned function keys at a cost-effective price point.
“In collaboration with telephony specialists Snom and leading SIP and VoIP provider VoiceHost, we were able to upgrade our telecommunications system across our three sites,” says Matthew Johnston, Norwich Theatre’s head of IT. “From crystal-clear quality to security improvements, updating our telecommunications system has led to a host of benefits, all at a cost-effective rate.”
The Benefits:
Improved Reliability: The cloud-based infrastructure provided enhanced uptime and robust
redundancy, significantly reducing downtime and communication disruptions.
- Scalability: The new solution enabled Norwich Theatre to easily scale up or down their telephony
resources based on their changing requirements, ensuring optimal resource utilization and cost
efficiency.
Simplified Cost Structure: VoiceHost's per-user, per-month pricing model simplified the cost
structure, allowing Norwich Theatre to accurately budget and allocate telecoms expenses,
eliminating the need for upfront investments.
Enhanced Features: The advanced telephony features enriched communication experiences for
Norwich Theatre staff and customers, improving productivity and service quality.
Streamlined Operations: With VoiceHost handling system maintenance and updates, Norwich
Theatre's IT team could focus on other strategic initiatives, streamlining their operational
processes.
Positive User Feedback: Norwich Theatre staff expressed high satisfaction with the new
telecoms service, highlighting the ease of use, improved call quality, and enhanced functionality
What next? Norwich Theatre is already enjoying the benefits of its reliable, multi-functional telecommunications system, and so are its audiences. The organisation can also be confident that whatever challenges the future holds, its telecommunications system can be adapted to meet them.
“It was an absolute pleasure working with the wonderful team at VoiceHost to transform Norwich Theatre’s communications system,” concludes Steven Try, Snom’s UK channel manager. “We’re so pleased that our D120 and D713 phones will be used to help this fantastic institution streamline its processes while setting itself up for the future.”