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Clyde & Co provide a full range of legal services and are one of Scotland’s largest and most comprehensive legal firms with 8 sites across the UK.
Having used BT for many years, we were certainly aware that there could be cost reductions to be had by reviewing our services and a potential for better overall account management and customer service. Like all businesses in the professional service sector our fixed line and mobile business communications are absolutely critical to the business and we were only willing to consider change if we were certain we would be well looked after and would experience minimal disruption to our services.
Our previous facilities manager had begun conversation with 2Circles Northeast which I then picked up in February 2012. We understood they looked after a large number of firms in the legal sector across Scotland and so we were willing to listen.
One of our key frustrations with our incumbent set up was that we had different bills coming through on a quarterly and monthly basis. The total admin time to account for these was several hours per month. What was even more frustrating was that all of our services were under different contract terms and some were even under management from different sections of BT. As a result, managing the account internally was a challenge.
Along with this we were subject to inflexible contract terms when setting up new sites, meaning any new services automatically took on a 5 year term. Moreover we had a few services that were not being used, but due to the complexity of our billing we had no idea how to cancel them.
With regards to our mobile fleet we were also aware that some of our connections did not have appropriate usage bundles associated with them which created an excess cost to the firm every month. As we were set to scale up our operation it was becoming increasingly important to have this situation sorted.
Our first step on the review process was to provide a full range of billing information to 2Circles Northeast who were then able to put together a comprehensive analysis of the total expenditure across our sites. In comparison to our spend at the time the difference with 2Circles Northeast indicated a substantial 40% cost reduction on our fixed line services alone.
However, what was most important was that we would have the opportunity to develop a relationship with an account manager who would be part of the diamond experience team. We were told this would mean we have immediate help from a dedicated team of account managers reachable within 4 rings in the UK based headquarters.
This definitely seemed to be a massive improvement on our incumbent set up. It took several meetings before we were completely comfortable that what was being promised could be delivered and that all areas of our telecoms estate were in proper consideration.
‘Our fixed line transfer was completely seamless, as had been promised. Our mobile transfer only saw minor downtime as we were moving to another network and the only signal issue we did have was rectified very quickly by the customer service team. Since then we have been delighted with the on-going service from our principle customer service account manager, Kyle Anderson. Kyle has been completely dedicated to helping us with any question or issue and we feel we are truly being looked after by a team that understand our business needs. Along with this the user-friendly online billing software will enable us to save almost 10 working days every year in accounting time.
Overall our experience with 2Circles Northeast and parent company 2 Circles Communications has been extremely positive and we are even set to reduce our costs by as much as 40% per annum over our previous set up.’
Sheila Hogg | Facilities Manager | Clyde & Co
Leiths are one of the largest independent construction material firms in Scotland with four divisions covering a full range of quarrying, construction, plant and transport services. Combined with their sister companies, they can provide the full “one stop shop” solution for an entire project. Leiths are a family run business and take pride in building relationships with their customers and suppliers alike.
Our initial visit with Leiths in early 2010 uncovered many short comings with the previous account management of their fixed line services. There was no clear escalation path for any reported issues or faults, and very little follow up when required. Along with this there were multiple providers across multiple billing platforms with different points of contact for each service. There was also a lack of continuity due to ever changing “account managers”, and an overall lack of transparency in terms of tariffs across different sites.
We had diarised to revisit the account for the end of September 2011 which was the end point of Leiths previous contract. Within a week we had summarised all the accounts under the several providers and were able to provide a cost comparison. We were able to simplify their billing structure dramatically, with the ability to separate billing by site, department, and cost centre, as well as identifying savings of 27% across fixed line and call services – a total saving of over £12,000 per annum.
Along with this, one of their sister companies – Markon – was set to move site in January and required all services such as 20/100 mbps Fibre broadband, IP voice trunking (SIP), as well as standard ISDN and PSTN services. We were able to provide all services whilst providing Markon and their IT company with a single point of contact to help manage the move. As a result, we were able to deliver the correct network services on time to ensure their IT company could carry out all work necessary.
As a managed service provider with a full range of network services available, we are now in a good position to review further services, such as wide area network and connectivity services across the sites in order to see how we can upgrade and improve speeds, as well as provide more cost effective connections where possible.
“Having used our previous telecoms provider for over 20 years, we had many concerns regarding a move to a new provider. However, we also had been let down on several occasions and felt we should look to find better ways of managing our telecommunications – a vital part of our business. John Willis of 2Circles Northeast had been in contact with one of my colleagues and we were impressed with the reductions in cost and what seemed to be a better and more defined account management structure. Along with this we were informed by John that the transfer process would be seamless and installation of services for the new site would be fully managed. We were provided with testimonials from a variety of local business that proved this and decided to make the change.
As a company, we rely heavily on our telecoms services so this was a big step to take, but most definitely the right one. We have had immediate help when needed and a proactive local representative who is able to offer further reviews of other services. I would not hesitate in recommending their excellent services.”
Malcolm McSporran – Finance Director – Leiths Group