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Recruitment drive as success continues for Welcomm

Welcomm Communications announce their next big recruitment drive to enhance and develop their existing Unified team. The Midlands based supplier introduced Unified services to their portfolio back in 2011, following the acquisition of Unified provider Kangaroo Comms. Since then the combined business has seen huge changes, with their workforce expanding 3 fold, to over 70, and their product portfolio expanding to deliver hosted, digital, fixed and telephony services on top of their core O2 mobile business. Now in their 26th year, Welcomm’s growth has been both organic based and acquisition based, with 5 acquisitions in the past 5 years. This approach has allowed them to expand their base along with their in-house skills. Welcomm have also recently signed a new 5 year partnership agreement with O2 that will see the company become a member of the Direct Partner Network. This agreement further strengthens a partnership that has been at the core of the business since the days of BT Cellnet and will drive further mobile and digital growth for both Welcomm and O2. Welcomm was one of the first O2 partners to be able to deliver a comprehensive Unified offering. As a result Welcomm now have the benefit of years of experience, when many have only just entered this market. Many other partners questioned the long term financial viability of the large investment and the changes Welcomm made. One of Welcomm’s initial challenges was to change the customer’s perception of being viewed purely as a mobile provider, and to recognise and trust Welcomm with all of their communication services. As their status and reputation as a unified provider has gained momentum, they have seen a recent sharp growth in unified sales from both their traditional mobile customers and new customers. As a result, the revenue generated by these Unified products now equates to 10% of Welcomm’s total turnover, and is set to grow to over 30% within the next 2 years. One Unified product that has contributed to this growth is Welcomm’s hosted voice service, which has delivered a 332% increase in the past year. This can be attributed to developing their internal Unified support team, with additional training and accreditation and moving to Gamma’s Horizon hosted voice service. This strategic decision to move suppliers, made in late 2014, was made following an extensive review of the solutions available in the market.

The decision was made easier by the fact that Welcomm already had a well - established relationship with Gamma, delivering their SIP and Inbound services. From this experience Welcomm believed the attitude towards support and delivery from Gamma, outperformed other providers in the market. We believe in constantly updating our knowledge and Gamma are by far the best at supporting this, offering great training. Having worked with other vendors where the services are disjointed and not completely joined up, we have suffered delays in resolving customer issues. This was one of the key drivers for us when moving to Horizon, to ensure we could deliver a far better customer experience. The add on applications that are also available with Gamma allowed us to deliver a better fit and service for our customers

Rachel Brooks Operations Director, Welcomm. The dramatic rise in sales since deploying Horizon has prompted Welcomm’s recent recruitment drive. 10 new roles have been identified that will not only double their support team but also double their dedicated Unified Sales team from 4 to 8, to ensure they stay ahead of their growth curve. (The remaining roles will develop other areas of the business; these include support and sales positions to continue growth to their O2 Digital services.) Welcomm are currently in the process of signing a new contract with Gamma, which will deliver 2,000 licenses, and earn them Platinum partner status with Gamma. Not only will this profile endorse Welcomm’s position as a trusted Unified provider, it will also provide additional marketing, training and support to further enhance the services Welcomm can provide to their customers. Welcomm are already working with Gamma to host a Hosted Voice workshop for their customers, which is taking place in May at the Leicester Tigers, where Welcomm has a corporate box. In addition Welcomm have been receiving additional commercial support this year through the support wrap they are able to offer customers, which has also contributed to the dramatic rise in sales.

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