Content

Business Communications Specialist

Service BulletinKeeping you informed of the latest services to support and connect your business

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Content

FEATURES

• Introduction from Managing Director, Aidan Piper

• What our partners and customers say

• Welcomm Support

• Why hosted services are the right move for your business

• Horizon Hosted Voice

• Horizon Hosted Voice Reporting

• The benefits Hosted Voice delivered to GreenThumb

• Office 365, McAfee, Just Call Me, Microsoft Intune, TU Go & Box

• Welcomm in the News

• Welcomm launches Energy

Welcome,

We know that making changes to your business’ infrastructure and systems can be daunting, which is why it is so important that you trust and have confidence in your provider.

Welcomm’s strength not only comes from the relationship and experience we have in supporting our customers over the past 27 years, but also from the relationships and knowledge we develop with our partners.

Our ethos to ‘Always Partner and Differentiate’ drives us to forge close working relationships with the key providers in the industry. This allows us to develop a more diverse service offering, where we lead the way by delivering the latest innovative products on the market.

Partnering also enables us to deliver a superior support structure as we benefit from direct links into the networks’ systems. Welcomm can therefore monitor the implementation of your new services to get them up and running quickly and directly access your service reports thereafter.

These connections and relationships also give Welcomm access to the latest industry trends that are coming into the market. Being able to share this expertise and knowledge with our customers, is an important part of our service, as it ensures that our customers are kept informed of the latest solutions that will further support, connect and grow their businesses.

Many Thanks,

Aidan PiperManaging Director

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Welcome

What our key partners say:

“Welcomm are one of our pioneering partners. Their appetite and drive can be demonstrated through their evolving and developing service portfolio and in-house support and experience. They were one of our 1st partners to sell fixed and were also delivering a full unified offering years before our other partners. It is because of this we also chose Welcomm to trial our digital services in 2014. We were thrilled to award Welcomm with their Digital Excellence Award earlier this year.“

- Jason Phillips, Head of O2 Partner Sales

“I am delighted that Welcomm has invested in becoming one of Gamma’s strategic Platinum Partners. The telecoms industry is changing rapidly and Welcomm are putting themselves at the forefront of this change to the benefit of their customers. We look forward to working closely with them in the future and helping their business grow and develop successfully.”

- Bob Falconer, CEO Gamma

“Working with Welcomm was completely the opposite experience of working with the previous provider. They showed willing. You could see they genuinely wanted to work with us.”

- Churchill Services

“I have to give your team 10/10 in respect to responding to our day-to-day support requests and providing help and advice when required.”

- Cambridge Online

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Welcomm Support

The importance we place on offering a responsive, informedcustomer support can be demonstrated by the fact that over halfof our staff are in a support role.

“With Welcomm we don’t just get a service, we get a team of

people behind us.”- Tapi

Account Managers

Customer Care

• Highly trained, dedicated advisors who directly communicate with key partners and suppliers

• Fast and informed responses which follow a 3 ring call policy, 1 hour fault query response times and updates every 4 hours

• Unified communication service, allowing us to gain a full understanding of your infrastructure so we can support you more efficiently across all of your services

As a customer you have the benefit of your own dedicated account manager to oversee and manage your account services. They will review your account usage and business needs to ensure that you are getting the best value solutions to suit your business requirements.

Our customer care advisors are on hand to answer any incoming calls within 3 rings. They offer support relating to Welcomm’s mobile and data services and have direct links into O2’s support systems, as well as the other mobile networks. The team are trained to be able to respond quickly and efficiently to your billing queries, and provide real-time network updates, process tariff changes and discuss hardware options.

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Welcomm Support

The importance we place on offering a responsive, informedcustomer support can be demonstrated by the fact that over halfof our staff are in a support role.

Procurement and Device Support

Digital Advisors

Unified Support

Engineers

We have dedicated specialists who can advise on the latest range of devices in the market, to ensure you find the device that matches your needs and budget.

This team are responsible for supporting and installing O2 digital services such as Office 365, Windows Intune, Box, Just Call Me and McAfee. They work directly with O2 to ensure that your new services are installed and connected seamlessly and provide ongoing digital support throughout your contract, enabling you to get the best experience from your service.

Our Data and Voice Unified Support team manage and assist with full system installations, and provide technical faults support thereafter. Welcomm have an in-house team of installation engineers who will work around your timescales and have direct links into Gamma and BT’s systems to allow us to track and monitor the process. Additionally, the unified team will support you with any queries or concerns, adhering to SLA response times of 1 hour for all incoming queries and hourly updates from there onwards, until your fault is resolved.

The engineer team are installation specialists who will survey your current systems and provide technical solutions for your new unified communications. They are also on hand to make return visits if a fault were to arise.

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Moving to the Cloud

Why cloud services are the right move for your business.

Cost Reduction• You pay per licence so there aren’t large outlays or maintenance costs for PBX hardware.

Mobility• You are no longer restricted to where you can access your business files or calls.

• You can offer the same customer service from any location with a data connection.

Staff Loyalty• Hosted services enable staff to operate from a remote location or work from home, which will not only attract a higher calibre of employee from a larger catchment area, but also promote loyalty from existing staff.

Security• Hosted services have the benefit of being updated when technology advances. This means that your data sits on the latest system and offers the most secure and reliable solution.

Disaster Recovery• Cloud based services aren’t affected by snow, flood or road works, due to it’s mobility benefits. Therefore your business won’t be impacted by these type of natural occurrences.

Flexibility• Hosted services are based on a per licence model, therefore it gives you the flexibility to add more licences if your sales team are expanding, without having to invest in further IT systems.

“Technology is always changing and developing and then our Business is growing and changing too, so the support, skills and services that Welcomm has are a reliable asset as new challenges are identified. We have a strong working relationship with Welcomm and hope to continue this as our Business develops.”

- Certas Energy

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Horizon Hosted Voice

Why cloud services are the right move for your business.

Horizon is a hosted telephone service that offers the benefit of being able to control all of your business calls through an easy-to-use web portal or mobile app.

SuitabilitySuitable for any Business with varying requirements

Employees Out of The Office• Call forwarding means employees can be more efficient when out of the office. They can quickly change where their calls are sent: desk, mobile, colleague or voicemail.

Multi-site Organisations• There’s no need to invest money into an expensive system at each of your sites as Horizon will connect the branches digitally on a per-seat basis.

Call Handling• It’s easy to move customer calls seamlessly between users and offices. You also have the option to play marketing messages during hold periods.

Training and Monitoring• Calls can be recorded from any location, with the click of a mouse on your web portal. This can be used to train staff or monitor calls for customer satisfaction purposes.

Controllable FeaturesYou are in control with a range ofmanagement and call handling features

Reports• Quickly visible from your dashboard including call history, voicemail and recorded calls.

Call Recording• Recording is controllable, allowing you to select which inbound and outbound calls are stored in your secure online file.

Selective Control• Your key feature options can be restricted to the IT department as principal administrators, whilst your staff can be given lower level permissions to control calls quickly and easily.

Auto Attendant• Gives you the option to route calls around the business whilst promoting your marketing messages online.

“The system is adaptable, scalable and perfect for the health care environment. My advice to other businesses is It’s secure and there’s nothing to stop you investing in it, so go for it!”

- New Horizon’s Care

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Akixi Call Reporting

As well as Horizon reporting, Akixi offers more in-depth callmanagement reporting and wall board integration in real-time.

Stay in control with the immediate insight into how your customer services can be improved, thereby taking advantage of every possible revenue lead whilst boosting your efficiency and productivity.

Device AccessibilityYour reported metrics can be viewed anywhere by a multitude of devices: PC, Mac, Tablets and Smartphones.

Trend AnalysisMonitor your call traffic trends at different time slots, such as every half an hour, each day, week or month.

Unauthorised CallingAccess reports that indicate suspicious, unauthorised or out-of-hours calls.

Push ReportingSend reports straight to your email on a time schedule that suits you.

Historical Cradle to Grave ReportingYou can visually map the entire journey of a call, including call details such as diverts and holds.

Key Performance AlarmsThis will automatically alert you when one of your pre-set objectives hasn’t been met.

Abandoned Call RecoveryA feature which identifies whether your missed calls have been returned so that you can avoid losing potential revenue.

Multi-site TrackingCall tracking can be compared across all of your sites; the metrics aren’t limited to analysing your offices separately.

Extension Busy Lamp FieldHandle your customer calls efficiently by understanding who is available or busy and for how long.

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Hosted News

As well as Horizon reporting, Akixi offers more in-depth callmanagement reporting and wall board integration in real-time.

New Horizon FeaturesHorizon Call Centre - This add-on serviceallows you to easily manage call centreenvironments to boost the productivity of anycustomer care or sales staff receiving inboundcalls. Includes call queuing, call distribution andperformance tracking.

Horizon Integrator - Integrate your Horizonservices with Microsoft Outlook and Skype forBusiness, therefore allowing you to access callpreviews, history or even dial out from yourdesktop. You can also opt to link Horizon with your CRM package.

App: iPhone 6s and 6s Plus release - The Horizon Phone App enables customers to makecalls through their Smartphone. It’s currentlyavailable for Android and iPhone users and willalso be compatible with the newest iPhone 6s and6s Plus models from June 2016.

ISDN Set to Terminate in 2025The age of the traditional business landline isover and set to be cut off in 2025.

Technology is advancing rapidly, leaving behind outdated multi-line telephone systems.Due to a rise in popularity and benefits of Hostedtechnology, traditional ISDN phone lines will beswitched off.

This will result in many businesses having to upgrade their systems to newer and better alternatives, such as Hosted Voice.

Hosted services are the future of businesscommunication, causing businesses to switch now to get ahead of the times.

Keeping you up-to-date with the latest news

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GreenThumb Case Study

Lawn Care Specialists Cuts Telephony Costs Down to Size

About GreenThumbThey say you need green fingers for a top notch garden but for a perfect lawn it takes GreenThumbs. And the greenest thumbs of all belong to GreenThumb Lawn Treatment Service, for 30 years the UK’s premier lawn care company.

Treating more than one million lawns a year – on average that’s an astonishing 18 every minute – it works through direct and franchised operators across the length and breadth of the UK, tackling everything from rambling corporate campuses through to the smallest cottage garden.

And business is booming for the St. Asaph,Denbighshire headquartered firm. It is continuing to expand its nationwide network of more than 220 franchisees.

The ChallengeIt’s no surprise that with a largely mobile workforce, GreenThumb relies heavily on mobile phones. What was a surprise to the IT team however was the growing cost and complexity of its mobile contract. Lookingfor something better, the Gamma platinumreseller Welcomm came highly recommended.

GreenThumb found Welcomm’s approach, attitude, enthusiasm and pricing structure a big improvement, and especially liked the way it reviews contracts regularly to make sure they remain competitive.

With the mobile estate resolved, next challenge for the IT team was the company’s fixed line telephony.

At the same time thousands of extra households every month are adopting its services, thanks no doubt to it being the UK’s most recommended lawn treatmentspecialist. With that kind of track record, nobody could accuse GreenThumb of letting the grass grow under its feet.

“The best thing about partnering with Welcomm is that it’s like they are working

for me - they’re like colleagues, a part of my team. When we have questions for them we don’t just get a tick box answer, we’ll have

a proper conversation and discuss the issues in detail.

- Ben Carrington, IT Manager,GreenThumb

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GreenThumb Case Study

Lawn Care Specialists Cuts Telephony Costs Down to Size

With its PBX going end of life, it was time to say goodbye to ageing hardware, costly ISDN and a less than happy relationship with its incumbent fixed networkprovider. Since Welcomm had done well on the mobile side, the company was invited to tender along with one other vendor.

Welcomm’s proposal was based on Gamma SIP Trunks along with the Inbound cloud number hosting platform.

The SolutionTo meet GreenThumb’s mobile needs Welcomm first analysed a sample of the the firm’s old bills, contracts and tariffs to identify where savings could be made.

Working with its direct partner O2, Welcomm was able to devise a far more competitive alternative that included new handsets all around and a much better tariff.

The company also helped GreenThumb manage its ongoing mobile costs better by providing regular analyses and reviews of bills, usage stats and call costs.

All with a view to making sure GreenThumb always gets the best value possible from its mobile estate and airtime contract.

Having built a strong working relationship with GreenThumb through its mobile business, Welcomm’s unified communications specialists began discussions about fixed line telephony.

As things moved on the company assembled a dedicated team to look at the GreenThumb requirement, aided by Gamma’s own people.

It was clear that Gamma’s SIP telephony solution, teamed with GreenThumb’s new Avaya PBX was ideally suited to the company’s headquarters needs, while the hosted Horizon platform was a perfect fit for its franchisees and remote offices. Since moving to the new hybrid SIP solution the results have been dramatic.

The dropping of its costly ISDN lines eamed with Welcomm’s bundled minutes deal has slashed GreenThumb’s fixed telephony costs from £12,000 a quarter to an estimated £2,000 a quarter, the new system paying for itself within two months.

The numbers in the cloud Inbound system from Gamma has given the company vastly more flexibility in call routing and added powerful resilience/continuity options. And Horizon’s compatibility with the Akixi hosted call centre solution has revitalised GreenThumb’s marketing –especially during a very busy period following national newspaper advertising.

To view further case studies and testimonials please visit our website:

www.welcomm.co.uk

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Digital Products

Digital products can improve the way your employees collaborate and mobilise their potential to work anywhere whilst tightening your management and security systems. Going digital is a way of helping your business to work smarter.

Office 365

McAfee

Just Call Me

• Be More Productive by staying connected to your office files, calendars and contacts anytime, anywhere.

• Work Together by sharing documents with your team and customers, or by using HD Video Conferencing.

• Look Professional with business grade email and website template design tools and management

• Keep Protected from malware or security attacks.

• Stay In Control with an Online Management Console to manage devices and users.

• Track Your Merchandise through the location map and lock them remotely.

• Stay Updated with free, regular threat updates.

• Know Your Costs with a fixed price package that suits you and doesn’t change.

• Be More Mobile with conference calling on the go - users call one mobile number to join.

• Save Time by making multiple calls at the same time and merging the two.

• Stay Connected to your customers with the easy to use meeting set up and joining.

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Digital Products

Digital products can improve the way your employees collaborate and mobilise their potential to work anywhere whilst tightening your management and security systems. Going digital is a way of helping your business to work smarter.

Box

TU Go

Microsoft Intune

• Collaborate And Share large files with people in and out of your business simply and securely.

• Track who is opening and downloading your files in realtime.

• Stay Secure with simple and easy to use security you can trust - it’s very secure.

• Access Anything From Anywhere with the Box app on all your devices.

• Stay Mobile by using your O2 number on up to five devices - you don’t have to be near your phone to talk or text.

• Stay Connected even if there’s no signal or you’ve left your phone back at the office; TU Go works over Wi-Fi.

• Avoid Roaming Charges when you’re abroad as connecting over Wi-Fi will charge your calls and texts at standard

UK rates. No more high bills from international use.

• Manage Your Business to work smarter by using Intune to provide your employees with data and resources no matter where they are.

• Manage All Devices by using a web-based admin console to control your apps and documents across all of your devices: PC’s, mobiles and tablets.

• Reduce Costs as you won’t need to invest in hardware.

• Protect Your Data as staff manage their own devices whilst still allowing the IT department to remotely wipe and protect company data.

• Stay Secure with Intune’s built-in security, including anti-malware

and policy control.

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Welcomm in the News

Keeping you up-to-date with the latest news.

Welcomm Identified in the London Stock Exchange’s ‘1000 Companies to Inspire Britain’

Welcomm Communications has been identified as one of the UK’s fastest-growing and most dynamic small and medium sized businesses.

Founder and Chairman Chris Stanton said, “To be recognised for our achievements by the London Stock Exchange is a real honour and testament to the hard work and dedication our staff have put in.”

To be included in the list, companies needed to show consistent revenue growth over a minimum of three years,

significantly outperforming their industry peers. Welcomm

were recognised for their services and contribution within the Telecommunications sector.

According to the report, the growth of this technology sector is helping to seal the UK’s reputation as a global springboard for new enterprises. 12.4% of the UK economy is accounted for by technology and digital businesses.

Xavier Rolet, Chief Executive, London Stock Exchange Group commented, “High growth SMEs are the driving force behind the UK economy, developing the skills, jobs and growth we need.

But ambition alone is not enough; their success must be highlighted and their growth properly supported with appropriate finance. That’s why today’s event is so important: demonstrating the strong alliance between UK Government, financial market participants, investors, entrepreneurs and companies to support these inspiring businesses.”

It is Welcomm’s commitment to delivering innovative services that have contributed to gaining their London Stock Exchange’s 1000 companies to Inspire Britain accolade. They strive to offer their customers not only the best communication solutions available in the market, but solutions that meet the exact needs of their business and to ensure that these services are delivered with a premium, personal customer service.

Digital Excellence AwardO2 presented Welcomm with the ‘Digital Excellence Award’ in January which ‘recognises partners who excel in Digital Excellence.’ The assessment framework specifies a broad knowledge of the O2 digital products and for personnel to deliver and support these services in an excellent manner.

These parameters show that Welcomm can be relied upon to deliver excellent customer service and support advice to your business.

For more Welcomm news please visit our website: www.welcomm.co.uk

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Welcomm Energy

Keeping you up-to-date with the latest news.

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Welcomm Energy can secure you the best market rates for your business energy.

Contact us today for a free energy audit to see how much we can save you at

energy@welcomm.co.uk or call 0800 064 64 64

Welcomm Communications Ltd24 The PointMarket HarboroughLeicestershireLE16 7QU

Tel: 0800 064 64 64 Email: sales@welcomm.co.uk www.welcomm.co.uk

Company Registration Number 03815160, Registered in England

Directors Mr C.M Stanton, Mr A. Piper, Ms R. Brooks, Mr C.R Ruddle