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One trusted supplier underpins business growth

New telephone system helps Professional Witnesses offer a more flexible service and cut call costs

Professional Witnesses case study

The business challenge.

Professional Witnesses specialise in difficult and unusual security problems – from going undercover in the UK to protecting workers abroad. With clients or staff in vulnerable situations, good communications are essential. Trust and security also feature high on their clients’ wish list, and Professional Witnesses goes to great lengths to offer their clients a dependable service.

The business had two issues. First, their existing communications system didn’t give them the flexibility they needed as they started to offer more lone worker solutions. Secondly, their own attempts to source suppliers for their varied communications needs had proved time consuming and difficult.

The business solution.

Operations Manager, Andy Cotterill, explains that BT were the first and only people they turned to when they decided to upgrade: “We liked the way BT looked to the future and were developing systems that would allow us to expand and future-proof our business. We trusted BT whole-heartedly to provide the system, our mobiles, and control the full communications out of this building.”

BT provided a Mitel Communications Director, along with mobiles, an inclusive calling package and Total Care maintenance guaranteeing a four-hour response to faults.

Implementing the communications system went without a hitch, to the delight of the customer.

The business benefits.

Better service.

The real benefit to Professional Witnesses’ clients is one of immediacy. Andy Cotterill explains the benefit of internet-based calls to their clients: “it means they can speak to us as if they had an office within our office. It generates much more of a partnership with that client, which is good for business. They can communicate problems and issues that we can rectify very quickly without having to charge them a fortune.”

The communications system has allowed them to develop their lone worker services – to the extent that a new client in Uganda can contact the Professional Witnesses emergency contact centre, using an extension line over the internet, all for the cost of a local rate call.

For workers in vulnerable situations, the service offers a back up to their lone worker device. If the worker loses a satellite or mobile signal, they can use the landline instead and get straight through to the emergency response centre.

Cost savings.

The Mitel Communications Director has allowed Professional Witnesses to slash their call costs by up to 30%. The inclusive calling package has also allowed the business to link client mobiles to their landlines free of charge, and they have struggled to use anywhere near the number of free minutes offered with their inclusive calling package.


With security so fundamental to their business, Professional Witnesses has found dealing with one supplier offers tremendous benefits – especially when the supplier is a name clients trust. Andy Cotterill adds, “When we inform clients that we use one supplier and that supplier is BT, a world-renowned name, it helps us to sell. As soon as we name BT the discussion stops.”

If one point of contact and one bill make life easier, so do reliable third party suppliers. Professional Witnesses invested in other products, such a call recording and call reporting, on the advice of BT. They are delighted that they’ve never had any of the problems with suppliers recommended by BT they had when they were doing the sourcing themselves.

With Total Care maintenance, BT will respond to any faults on the system within four hours, whatever the time or day, offering reassurance and security.

About Professional Witnesses.

Professional Witnesses provide a “one-stop shop” for security and their reputation depends on trust and credibility. As well as providing specialists in many areas, they also train businesses in security.

The BT solution.

BT provided a Mitel Communications Director communications system, backed by a Total Care maintenance contract that guarantees four-hour response to faults, around the clock. Professional Witnesses bought ISDN lines for 25 users with 5000 inclusive minutes each, and the potential to expand the number if needed. They also have their mobiles with BT. The business uses BTnet uncontended internet access to allow clients and staff to make calls over the internet at competitive rates, backed up by the market-leading Service Level Agreement.


  • A security business with ambitions to expand needed a communications system that could grow with them
  • BT also supplied mobiles and internet connection, giving them the flexibility to make voice over IP calls
  • Result: 30% savings on calls and improved client service


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