BACKGROUND:
Kingspan, the global leaders in insulation, engaged with PBC primarily because of poor management and neglect of their account from their previous mobile phone providers. With 18 businesses operating throughout the UK and over 15,000 employees worldwide, it was crucial for the company to streamline their business mobile contracts and have a professional and dedicated provider to manage the multiple accounts and hosted services.
PROBLEM:
Not only were Kingspan experiencing poor service from their supplier and disorganised internal IT processes, there was also a chaotic approach for how the employees would be purchasing their business mobile phone handsets or contracts. Both handset and contract billing and invoicing was complex and time consuming.
THE STREAMLINING:
We moved all the users from Vodafone Direct to a multi network agreement with Positive Business Communications. Most of the connections were on the EE Corporate network, however some with more rural locations were placed on Vodafone to achieve better coverage. All contracts now with the same provider saving time and money.
THE PROCUREMENT:
To help with the flexibility of procuring new devices, we designed and implemented a unique and tailor made Kingspan Branded Mobile Phone Shopping Portal for end users – providing a seamless purchasing experience with a ‘company perk’ feel for staff. As part of our customer service commitment, we rolled out various direct support channels to instigate a quicker response time to queries and issues. These included instant web chat, a dedicated orders inbox, a dedicated support inbox and a priority phone line.
BILLING:
Kingspan now have a dedicated Account Management team to provide them with a fully managed service, which has greatly improved their customer experience and cut down on disorganised billing and accounting issues. We receive Insight Billing Reports to help cost manage the contract which is regularly communicated
to Kingspan- an open and transparent approach we take with all our clients.
THE OUTCOME:
The Account Management package from PBC has ensured that Kingspan save time and money with their own internal IT team. Everything is handled by us, taking the pain and IT-induced headache away from the customer. As a result of our comprehensive package, Kingspan have since recommended us to manage a further
account within the Kingspan Group.
THE TESTIMONIAL:
John Gaskell – Director of IT for Kingspan Insulated Panels WEAAPAC (Western Europe, Africa, Asia and Pacific) said: “We chose to work with Positive Business Communications because they offered the most comprehensive customer service package.
“They offered to go the extra mile to ensure that we had a bespoke contract to suit our needs. Our previous supplier did not offer the breadth of diligent account management that a business of our size requires. The bespoke online mobile device ordering portal removes a significant administration duty away from us, saving us time and money.
“We are delighted to have chosen Positive Business Communications as our dedicated business mobile provider and hope to continue our successful relationship into the future.”