Bournville Village Trust – Strong Partnership Restores Confidence in Telecoms Providers

Strong Partnership Restores Confidence in Telecoms Providers

Reliance on a previous supplier for simple programming changes resulted in delayed resolution, extended downtime and proved challenging to manage. Bournville Village Trust wanted to work with a partner that was the “right fit” and able to support them, across a range of solutions, when they needed it most.

Customer Overview

Bournville Village Trust are a charity and community-based housing organisation working in Birmingham and Shropshire. Inspired by the values of their social reformer founder George Cadbury, BVT’s mission is to create and sustain communities where people can thrive.

Hear from Carl Fowler, Head of I.T. at Bournville Village Trust as he shares his experience of working with Welcomm.

The Challenge

Prior to their new telephony system and MPLS network being deployed by Welcomm, Bournville Village Trust’s IT Team found administering their telephony to be extremely challenging.

They wanted to…

  • Be able to make simple updates quickly and limit downtime and distruption to the businesses’ telephony systems.

  • Work with a provider who could resolve any faults quickly and therefore reduce complaints from BVT’s internal teams and ensure a great customer service was provided externally too.

  • Be able to provide emergency mobile phones across care sites as a failover to ensure teams would be able to call for emergency services if they needed to.

With these requirements, the organisation went out to tender.   

Key Solutions

  • MPLS Network

  • Hosted Telephony

  • Mobiles

Why Choose Welcomm?

  1. You could deliver all the services we needed together – so we had only one team to contact if we needed support.

  2. You encouraged us to ring up at any time and talk to your technical team whenever we needed – which gave us the confidence you could provide a great customer service. 

  3. You could offer us value for money and provide a roadmap of future functionality.

“Having a roadmap of future functionality coming from your key technology partners was useful. We could call your technical team throughout the process, which made us feel at ease. Having that access and visibility gave us assurance and we appreciated your openness.”

– Carl Fowler, Head of I.T.

Solution Outcomes

Remote Working Ready

The new network, phone system, and mobile phones in place helped overcome the challenges faced by legacy systems and support, enabling Carl and his team to get the whole of Bournville Village Trust, over 180 staff, up and running remotely within days of lockdowns being announced. 

Less Downtime

Having built a strong partnership together, regular meetings ensure systems are running as expected and all requests are resolved. With greater visibility and the ability to contact expert support when they need it, BVT experiences faster resolution times, ensuring their teams can keep lines of communication open.

Remain Connected

Upgraded technology and a prioritised installation schedule gave BVT the ability to keep in contact with colleagues, team members and Directors throughout the pandemic, to ensure those that rely on their services could receive the assistance they need, and continue to contact the organisation without any disruption.

Would You Recommend Working With Welcomm?

“I already have! In my experience I have found that Welcomm will work hard to make sure that the service they provide is 100%.

For me, it’s nice to know that I can pick up the phone and speak to a department manager – they will bend over backwards to make sure a change/configuration is as perfect as possible. You’re just so friendly as well!”

Carl Fowler, Head of I.T.

Start your journey with Welcomm…

Award winning customer service, digital knowledge and operational support recognised by the major Networks

50% of our staff work in support functions and are trained to the highest level to maintain our Platinum Partner status

Our partnership philosophy and dedicated account management service mean we take the time to understand business requirements before making recommendations

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We have in-house expertise across all services, and as an SME we are able to remain agile and adaptable to business needs

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