Page 1

IS/02

All the news from TWL Voice and Data.

CONNECTED

WHAT’S INSIDE: PG/02

PG/03

PG/04

Introduction from Andrew Nicholson

Five Year Partnership with Cardiff Blues

Hosted Case Studies: Dragon Signs & HDD

PG/05

PG/06

PG/07

Hosted Case Studies: Genero Productions

Do we need flexible technology?

Team Member Profile: Louise Cryer


PG/02

Welcome to the first TWL Connected of 2017. As we start our 14th year in business, the telecoms world appears to be in a state of convergence. Cloud-based telephony is an offering based on pan-business integration; not just telecommunications. From CRM systems to internal communications; products such as TWL Hosted allow businesses to exchange information without duplication like never before. What is so exciting about this development is how the role of a business such as ours is changing. We are consulting and advising far more than ever before, with our clients wanting a bespoke problem-solving product that strips out unnecessary costs. In practice, this has been at the heart of our ethos for many years. So to see industry needs demanding this is quite satisfying. Another area of the business we continue to focus on is our response times.

After consistently hitting our response targets we are confident in the knowledge that no other telecoms business that we have encountered puts as much emphasis on customer satisfaction. From December to February, our average customer satisfaction rate was 98.5% and 100% of calls regarding issues had a response within one hour. As ever, we will look to strive towards getting the former up to 100% whilst keeping the latter exactly where it is. As well as response times, we place a great deal of importance on customer feedback. Constructive feedback from clients is incredibly useful when we’re looking to perfect our offering. Positive feedback is particularly flattering, too. It helps us identify and reward our monthly Customer Champion at company update meetings. Recent winners include Mel Davies and James Vernall – both for going that extra mile for the TWL family. On the subject of our close-knit team, we’ve grown again recently with Dan Pirso-Jones joining our sales department as an Account Manager.

Dan will assist Gemma, Ian and Louise with business development whilst adding another friendly face to the office. I hope you enjoy our newest issue of TWL Connected; in this issue we cover new clients and their experience with TWL Hosted, our long-standing relationship with Cardiff Blues and our research piece on workplace flexibility. Thanks for your time and please get in touch if you have any thoughts on how we can improve our offering.

Andrew Nicholson Managing Director TWL Voice and Data @andrewTWL

Have a question for us? Please don’t hesitate to get in touch, we’ll be more than happy to help. Feel free to email info@twlvoiceanddata.co.uk or call us on 02920 839 100.


PG/03

TELECOMS FIRM CELEBRATES FIVE YEARS OF BACKING THE BLUES TWL Voice & Data is celebrating five years as a key sponsor of Cardiff Blues.

“At every home game we pack the TWL Skylounge, as well as our corporate box, with our team, clients and friends. We hope to continue this across the next five years cheering on Cardiff Blues as the team develops and brings success back to Wales’ capital region.”

The Cardiff-based telecoms firm has been a corporate sponsor at BT Sport Cardiff Arms Park since 2012; securing naming rights to the hospitality suite TWL Skylounge.

Rhys Williams, Corporate Director at Cardiff Blues, said:

Speaking of the partnership, TWL Managing Director Andrew Nicholson said: “We have proudly supported Cardiff Blues since the team returned to BT Sport Cardiff Arms Park. Every year the team has improved and I have faith that Danny Wilson and his team are the right people to lead Cardiff Blues back to the top table of European rugby. The right investments are clearly being made on the field as well as off it and that is something we want to be part of.”

“The TWL Skylounge has become the place to be on match days as private and corporate supporters cheer on the boys from some of the best seats in the house. Since TWL has secured the Skylounge naming rights, it has been a haven of support for Cardiff Blues from the TWL team, their clients and contacts. As we embark on exciting times in the capital, we know TWL will be at our side as we look to develop BT Sport Cardiff Arms Park, its facilities and long-term future.”

TWL — Your Trusted Supplier


PG/04

CLIENT CASE STUDIES We’ve picked three of our newest TWL Hosted clients and spoke to them about how the new cloud-based system has helped their business.

Customer: Dragon Signs Location: Cardiff Equipment: TWL Hosted Category: Marketing, Signage

Dragon Signs works with leading names across the breadth of the UK, so it was important that staff could communicate from its office to onsite locations. The new cloud-based solution will mean Dragon Signs has a sound infrastructure to underpin its telecoms system for years to come.

THE CUSTOMER: Dragon Signs is a signage and graphics specialist that works with some of the UK’s leading businesses and venues, including Edgbaston Cricket Ground, the Cardiff Arms Park and the Swalec Stadium. TWL Voice and Data has a firm relationship with the company that stretches back to 2007.

OUR SUPPORT: TWL Voice and Data supplied Dragon Signs with its cloudbased telephony system TWL Hosted. Our work included: • Installation of the TWL Hosted system.

• Training and support for

the Dragon Signs team, ensuring a seamless and hassle free transition to a new and improved system.

• 24/7 service contract which

offers round-the-clock support all year round.

Customer: Huw David Design Location: Llantrisant Equipment: TWL Hosted Category: Design, Marketing

THE CUSTOMER: “We chose TWL because of the great relationship we have with the team. The skills and experience at TWL, as well as the guaranteed quality of service, ensured we were looked after throughout; there were no pushy sales techniques employed. Since installation, everything is just easier, especially the billing aspect due to no capital outlay required. We see TWL Hosted helping our business grow; the usability and reliability of the system means we can be more efficient whilst avoiding expensive downtime periods which had been a great frustration for us. I recommend TWL Hosted to any business looking to improve its telecoms infrastructure with a simple, cost-effective solution.”

Rhys Harrington – Managing Director at Dragon Signs

Huw David Design is a digital and branding agency that works with businesses and organisations across the UK such as SSE and Associated British Ports (ABP). Whether it be new branding, eye-catching corporate literature or a fully-functional and engaging website; Huw David Design helps its clients stand out from the crowd.

OUR SUPPORT: TWL Voice and Data supplied Huw David Design with its cloud-based telephony system TWL Hosted. Our work included: • Installation of the TWL Hosted system.

• Training and support for

the Dragon Signs team, ensuring a seamless and hassle free transition to a new and improved system.

• 24/7 service contract which

offers round-the-clock support all year round.

Have a question for us? Please don’t hesitate to get in touch, we’ll be more than happy to help. Feel free to email info@twlvoiceanddata.co.uk or call us on 02920 839 100.


PG/05

The installation has helped the agency communicate with its many clients in a far more effective and streamlined manner. “We chose TWL because they offered the best solution to improve our previous telecoms system. We have far more usability by adopting the latest technology, all at a simple monthly cost – with some change to spare! The business has benefitted from TWL Hosted in many ways since installation, but the most telling aspect is how much easier it is now to communicate and look after our clients. Not only is it far simpler than the older system, it’s more reliable. Also, we have brand new handsets that look great, which pleases a team of creatives no end! If I had to highlight one aspect of working with TWL it would be quality of service. The team couldn’t do enough for you.”

Huw David – Managing Director at Huw David Design

Customer: Genero Productions Location: Cardiff Equipment: TWL Hosted Category: Events

THE CUSTOMER: Genero Productions is a leading event planning and production firm that delivers creative solutions to organisations and businesses that look to use live events to connect with its audience. The business supports private, public and third sector organisations with events such as exhibitions, conferences, charity dinners and award ceremonies. Clients include Welsh Government, World Half Marathon, RAC, Welsh Rugby Union and Marie Curie Cancer Care.

OUR SUPPORT: TWL Voice and Data supplied Dragon Signs with its cloudbased telephony system TWL Hosted. Our work included: • Installation of the TWL Hosted system.

The installation of TWL Hosted at Genero Productions is a testament to the quality of TWL Voice and Data’s past work and long-standing relationship with the company.

“Everything seems to be moving toward cloud-based solutions these days, so we decided to embrace the change ahead of the curve and adopt TWL Hosted. The installation was incredibly simple and easy for all our staff to digest. The move to TWL Hosted helps us not only streamline and simplify our telephony infrastructure, but it helps us concentrate on doing what we do best; executing first class events whilst giving stellar customer service. What pleases me about working with TWL is the people. The reliability and quality of service was a welcome change from previous experiences.”

Pete Leckie – Managing Director at Genero Productions

• Training and support for

the Dragon Signs team, ensuring a seamless and hassle free transition to a new and improved system.

• 24/7 service contract which

offers round-the-clock support all year round.

TWL — Your Trusted Supplier


PG/06

Gemma Morris – Head of Business Development & Marketing

FLEXIBLE WORKING AND THE ROLE TECHNOLOGY CAN PLAY TWL has conducted its own research on how businesses view flexible working and the role that technology can play. The research, which canvassed 1500 UK businesses, found that the vast majority of businesses encourage flexible working but need the appropriate technology in order for it to work correctly. Speaking of the findings, Head of Business Development & Marketing, Gemma Morris, said: “The study found that 77 per cent of businesses encouraged flexible working for their staff, which is slightly more than we had anticipated. With 85 per cent stating that technology was essential to facilitating flexible working, we can see how reliant businesses are on fluid communications between staff and customers whether they’re office-based or working remotely.”

The news comes on the back of recent tube strikes and union walkouts, affecting thousands of people’s commutes every day.

The Federation of Small Businesses (FSB) estimated that the 24-hour tube strike in January 2017 alone cost the economy £300M. 75 per cent of all tube commuters struggled to get to work causing financial disruption to many businesses, leaving some with empty offices. “Whilst the tube strikes in London only directly affect those that work in and around the capital, something that disrupts the economy to the tune of £300M isn’t good for the whole of the UK. One way to combat this in the future is to have a contingency plan that uses flexible working to get around potential disruption. By implementing a solution to allow employees to work effectively from home, businesses can be agile and quick to adapt when issues prevent people from getting to the office; whether issues be strike, travel, weather or even family related.” The research, which used the online decision making and canvassing tool doopoll, found that 92 per cent of respondents felt that flexible working allowed them to be more productive as opposed to being solely office-based.

Ms Morris continued: “That is a huge majority. With the advent of the modern world, we all want things to fit in and around our hectic lives. We’ve seen the traditional television schedule format switch to a model whereby the consumer decides when and where to watch programmes. This is a similar principal. The conventional 9–5 office shift doesn’t work for everyone. If somebody can be more productive whilst working remotely, surely that is a good thing.”

Another key finding of the research was the need for better communication platforms to be implemented to fully maximise the benefit of flexible working: “85 per cent of respondents said that their workplace would adopt flexible working, but only if the right communication platforms were in place. This can range from smarter telecoms systems, to a more agile IT infrastructure with easier file-sharing capabilities which retained enhanced security.”

Have a question for us? Please don’t hesitate to get in touch, we’ll be more than happy to help. Feel free to email info@twlvoiceanddata.co.uk or call us on 02920 839 100.


PG/07

Enter our competition in conjunction with Cardiff Blues to win a family ticket! Cardiff Blues take on Zebre on Saturday 29th April at 3pm. Win a family ticket, which includes two adult and two children passes, to Cardiff Blues’ final home game of the season. Cardiff Blues take on Zebre on Saturday 29th April at 3pm. Win a family ticket, which includes two adult and two children passes, to Cardiff Blues’ final home game of the season.

Follow us on Twitter or like our Facebook page before 14th April to be within a shot of claiming the prize! We will announce the winner on our Twitter and Facebook pages on Tuesday 18th April. @twlvoiceanddata facebook.com/twlvoiceanddata

TEAM PROFILE: LOUISE CRYER

What is your position at TWL?

Account Manager. How long have you been at TWL and what systems are you trained on?

I joined TWL in 2006 having known Andrew Nicholson, the company MD, from a previous company I used to work for. To date I am a fully qualified installer on Mitel, Toshiba, Panasonic, Sony Ericsson, Avaya and Siemens.

You didn’t start out as an Account Manager; tell us about your engineering background?

I started an apprenticeship with another telecoms company back in 2000. My dad owned his own telecoms company and has worked with other local telecoms companies when growing up so it’s something that has always been in my life. Whilst I moved over to the sales position a few years ago, having the practical knowledge and understanding of what challenges are faced on-site is extremely beneficial. What part of the job do you most enjoy and why?

From an engineering perspective, I’d have to say that I really enjoyed setting up and programming voicemail – the trickier the better in my opinion. From a sales point of view, I most enjoy seeing a client go from initial enquiry right through to install. It’s very exciting and satisfying to know you’ve helped an organisation overcome its challenges.

TWL — Your Trusted Supplier


For enquiries please call us on 02920 839 100 Free TWL Hosted installation for connected readers until 30/04/2017* Quote CONNECT0317 *T&C’s apply

Ask us about TWL Hosted info@twlvoiceanddata.co.uk @twlvoiceanddata

/TWLvoiceanddata

Advise. Supply. Install. Maintain.

www.twlvoiceanddata.co.uk

TWL Connected Magazine - April 2017  

All you need to know about TWL Voice and Data!