In 2005 Midlands-based Aonix Limited, a company that specialises in the provision of converged voice and data systems and solutions, was losing four customers a month and gaining just one.

Worried about the effect on the business it was able to work in partnership with switchless reseller daisy to turn its situation around.

Background 

When Aonix began speaking to daisy the company knew it needed to find a new supplier. Unhappy with its existing provider, the company found that service levels were deteriorating rapidly and had the distinct feeling the provider didn't want to deal with a company of its size. Coupled with this were tariffs that meant it couldn't remain competitive.

Aonix knew it was time to act.

But although a change was imminent, Aonix recognised the importance of ensuring its existing customer base didn't experience disruption to service during any transition.

Change was needed with the following objectives in mind:

• Reduce churn
• Increase revenue
• No disruption to existing customers service levels

And 18 months after making the switch to daisy those objectives had been achieved.

Solution

By being able to offer its existing customer base more competitive tariffs, churn was stabilised immediately and within six months the company had returned to a healthy level of growth.

And as well as reducing churn the new tariffs meant Aonix increased revenue, as they were able to become significantly more competitive and take up a much stronger position to secure new business.

Aonix is a total solution provider, so although calls are only a part of the solution, as customers increasingly demand a one-stop-shop it is important they remain competitive across the complete solution.

daisy enabled Aonix to broaden its product offering and through working with them enabled them to offer calls, WLR, broadband and mobile solutions - all of which are reviewed regularly to ensure they are both competitive and competitively priced.

The ability to offer WLR and broadband as part of its product set increased Aonix's monthly revenue by over £9,000 per month, amounting to over £108,000 per annum, and helped with retentions by making customers more ‘sticky'.

Relationship

From an operational point of view Aonix has a strong relationship with the extended support team at daisy.  In fact the efficiency of this team means the company has seen a significant improvement to the implementation cycle. 

Furthermore "Instant Access", the daisy portal, ensures Aonix operational staff have access to accurate and timely information around the clock which means the company is able to keep its customers up-to-date. This means they can check information online while the customer is on the phone, rather than making numerous calls to the previous provider and then having to call them back.

"The first thing we experienced was a dramatic improvement in our Account Management.  Our Account Manager is now an integral part of our team and attends both our operational and sales meetings every month.  It's a true partnership approach, as opposed to a traditional customer/supplier relationship that works to the benefit of both parties," said Aonix's head of infrastructure services, Dale Owen.

Taking advantage of daisy's extended product set meant staff needed training on the new technologies and propositions.  daisy was able to immediately step up to the mark, visiting the Aonix's offices in Birmingham to give the sales team both sales and technical training that enabled them to take the new offering to market quickly and professionally. 

The Results

"daisy has been instrumental in helping Aonix increase revenue, reduce churn, and generate new business opportunities since switching our call traffic from another provider 18 months ago," says Aonix's head of infrastructure services Dale Owen.

"At the time we were losing three to four customers per month and gaining only one, but with daisy's help we were able to completely turn this around to a net gain."

The rates offered by daisy also meant Aonix was able to increase its bottom line by 12%. Some of these savings were passed onto customers in the form of new, more competitive tariffs, and still the company was able to benefit from a 7% increase in bottom line profitability overall.

Future Plans

The company is now working with daisy on co-branded marketing.  Without any marketing resource in-house, Aonix does not have the time or resources to create and deliver professional looking marketing campaigns easily. 

daisy responded by pulling together existing customer facing material and which has been co-branded to help Aonix drive even more new business from its existing and prospect customer base.

About Aonix

• Aonix (UK) Limited specialises in the provision of converged voice and data systems and solutions.
• daisy Services List
• Competitive tariffs
• Dedicated account manager
• Comprehensive training

Benefits to Aonix

• Dedicated account manager
• Reseller Partner Support Team
• Extensive and evolving product range
• Comprehensive training programmes

   Aonix Case Study 2007-07-24 09:23:01 808.02 Kb