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Personalised service and reduced downtime are winners for Firstco

The client

Firstco Ltd provides communications and control system expertise to the UK transport and infrastructure markets.

With nearly 20 years’ experience helping companies including the London Underground, Heathrow Airport and Gatwick Airport, they have a team of 80 engineering consultancy experts, project managers and support staff.

An effective telephony system, and supportive technical expertise is crucial to the company’s ability to communicate effectively with their clients.


 

The requirement

Firstco believed they were experiencing poor customer service and there was a lack of communication from their previous supplier. 

Rupert Exham, operations director at Firstco Ltd, explains: “Before we worked with TSI, we were receiving our telephony services from BT. “The relationship was difficult, as every time we made contact with them we were passed around different advisors and we weren’t given an account manager that we could trust and rely on.”

 

The solution

Firstco began searching for other telecommunications companies when their contract with BT was coming to an end, and TSI got in touch at the right time. 

Rupert commented: “The way that TSI positioned themselves, and their on-going customer care package, appealed to us.” Added to this, we were able to tailor our services to meet Firstco’s exact requirements, and support their projected business growth. We also introduced their dedicated account manager straight away.

“The pricing of TSI’s services made it an easy decision to begin the partnership,” Rupert continued. “We’ve found that choosing to work with smaller, independent suppliers, has reduced our costs dramatically. And, we’ve received a more personalised, tailored service, instead of a ‘one-size-fits-all’ approach that big providers offer.”

 

The results

In 2013, we provided the client with a leased line for their head office, based in London, and connected them to our team of experts on a “first-name” basis.

“The account management has been the best thing we’ve experienced by working with TSI,” Rupert said “I can ring up Colin whenever, with general questions, and turn to Tony for technical input. They are quick with their responses, and it’s reassuring to talk to people that know the systems inside out, instead of talking to someone that works at a call centre. And, the reduced downtime has been one of the most significant improvements. This has had a positive impact on our productivity and our profits, which have remained consistent.

“Over the past four years we’ve been with TSI, there has only been one day that we experienced an issue. When we contact them with a query, they respond with a solution within 20 minutes. And, if they need to visit our site, they’ll be here the same day.”

As well as offering increased support, we installed a faster line, which was a welcomed change by Firstco. As the company has grown, we’ve been able to adjust our services to suit. We’ve ensured that the line was able to withstand increased users, and we enhanced its speed and quality.

 

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Topics: Case study

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