Business review

Innovative. Flexible. Open and considerate.
Team-minded. Inspiring.

Our values provide a solid platform both for our culture and our business performance.
Building on our 100-year heritage, they lead our constant drive for excellence.

Below we share just a few examples of the ways in which our people bring
those values to life every day.

Brand review:

KC segment
Kcom segment
A range of organisations are achieving their business objectives through our Kcom brand. Our tailored communication solutions are helping organisations to become more flexible and more productive and ultimately to improve their performance. Through Kcom’s relationship with BT, our customers have access to the largest, most advanced network in the UK as well as an extensive portfolio of products.

Our Kcom brand delivers critical communications solutions for multi-site enterprise and public sector organisations across the UK, through a range of managed hosted IT professional services and a well-established partner channel.

More and more organisations are recognising the capabilities of our Kcom brand, which is demonstrated by new and extended contracts with WorldPay, Morrisons, Phones4U and Carphone Warehouse. Kcom has secured also a three-year managed service IP telephony contract with Asda, which will see Kcom deploying and looking after 40,000 handsets in 500 stores across the country.

A multi-million pound deal with Cisco for our Kcom’s Hosted Collaboration Services means that we are one of the first organisations in the UK to be able to offer customers Cisco unified communications solutions and to offer Cisco Contact Centre solutions via the Cloud.

Our market share of the Public Services Network (PSN) market has increased substantially with our Kcom brand being selected to provide the PSNs for East Midlands, Staffordshire and Dorset as well as being an approved provider under the Government’s PSN Connectivity framework agreement.

Our Kcom brand was shortlisted also for the Institute of Customer Services Best Customer Satisfaction Strategy award.

What we’re doing:

To ensure that our Kcom brand remains at the forefront of customer experience, the Group has invested over £3 million in the transformation of its Network Operations Centre (NOC) which is at the core of its managed services offering and a key pillar of its customer experience differentiation.

This powerful new capability will report on the status of customers’ services as well as the underlying infrastructure. It means that the Group can leapfrog the competition in terms of the support it provides to its managed services customers and the propositions and services the Group can sell into this market. The NOC project is a key component of the Group’s long-term vision.
Investment: NOC transformation
Investing in the systems that support an exceptional customer experience

In 2011, the Kcom brand partnered with solutions integrator Devoteam and software provider CA Technologies to support the Group in delivering its NOC transformation project. Site preparation began at Chalfont and Leeds where the new technology is hosted and over 70 people were trained on the new systems.

The £3 million Next Generation Operational Support Systems (NGOSS) programme upgrades the tools used to manage customers’ services. It enhances our ability to prioritise and escalate incidents in line with customers’ requirements and enables us to introduce new services quicker. For the Group, it delivers enhanced automation capabilities which allow us to scale processes efficiently within our Kcom brand.

Each tool employed within the NGOSS environment was selected carefully from the market place to meet our high standards and deliver best in class services. Should a critical component of an organisation’s communications infrastructure fail, affected services are identified immediately, allowing incidents to be managed and resolved quickly and proactively. It means that our Kcom customers are better informed and have the peace of mind that any problems are being dealt with.

Our customers’ IT teams now enjoy a superior customer experience with greater control and visibility through real time interactive topographical views and dashboards delivered through our Kcom online service portal. Fault identification is automated, so our NOC engineers are able to concentrate on analysing and resolving faults, restoring service and ensuring customers are kept fully informed of progress.

We have started deploying recently the new tools, with complete migration of customers anticipated by November 2012.

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Neville and Mark