We met with The calls Warehouse to discuss our partnership with them and get an insight into how they migrated some of their customers to WHC.
As an established telecoms provider for homes and businesses across the UK, The Calls Warehouse in Manchester have a range of services, from VOIP installations to broadband packages. Find out how our current partnership with them is thriving below.
Q: How would you describe the communication and support you received from our team? Are there any particular instances where our support stood out to you?
The support we've received from Onecom Partners has been exceptional. We've been collaborating with Onecom for over a decade, having started our partnership in 2012. The entire team, all the way up to Adam, has been outstanding. It's rare to encounter any issues directly caused by the team; challenges are usually due to external factors. A standout instance of excellent support was working with Luke Greene during a major migration to WHC from BT. His assistance has been invaluable, allowing us to manage large migration projects efficiently. His continued support, even on a daily basis, exemplifies the dedication and expertise of the team.
Q: How has our partnership enabled you to innovate or improve your service offerings?
Initially, we operated as a traditional telecom company, providing WLR, CPS and standard broadband services. However, post-lockdown, we rapidly transitioned to SOGEA and FTTP, adapting quickly to digital cloud services. Our team was among the first to navigate the SOGEA process, working closely with senior management, including Vicky and Nicole, to establish new procedures. This collaboration has been crucial as we've evolved alongside Onecom Partners, transitioning from the original carrier to Vodafone. The partnership with Onecom Partners has been pivotal in smoothly migrating a significant volume of accounts and shifting customers to the cloud.
Q: How satisfied are you with the partnership, and what aspects do you value most?
We are highly satisfied with the partnership. While there is always room for improvement, we appreciate the direct communication lines with senior leaders like Nicole and Daniel Greig, and especially Adam (MD), who is readily accessible. This openness and accessibility are key aspects we value, as it ensures that any issues can be addressed promptly and directly.
Q: Can you describe how your business has integrated WHC into your operations, and what specific features of the product do you find most valuable?
Integrating WHC into our operations has been a learning experience, but a highly rewarding one. The voicemail-to-email feature, for instance, is particularly valued by our customers as it simplifies access to messages. The ease of setting up IVRs and schedules, along with the intuitive desktop and mobile Webex apps, has made our operations more efficient. New customers, in particular, find the system user-friendly, which has greatly simplified the migration process from older platforms.
Q: How reliable has the WHC service been for you and your customers' organization?
Like any new platform, there were some initial teething issues. However, with the support of the Onecom Partners team, particularly Tim, Luke and the IP team, these challenges have been resolved very rapidly. The platform has matured significantly, and we are now confident in its reliability and our ability to manage it independently.
Q: In what ways has WHC contributed to achieving your business goals and those of your customers, such as cost savings, increased efficiency or improved customer service?
WHC has significantly contributed to our business goals by providing a more efficient, cost-effective platform. It has enabled us to transition a large number of customers from an outdated system to a modern, more functional one. The flexibility of WHC, particularly with its licensing structure, has reduced costs and minimised risks associated with long-term contracts, making it easier to bring new business on board.
Q: How do you see the role of WHC evolving within your organisation in the future?
WHC has become our primary platform as we phased out older systems. It offers superior features, a robust support network and cost-effectiveness that are unmatched in the market. The transition to WHC is a strategic move to future-proof our services and continue delivering excellent service to our customers.