Winning new business is always a challenge. When a South-Wales telecommunications and business solutions provider, TWL Voice and Data Ltd, was given the opportunity to tender for a major contract, it faced stiff competition. But backed by daisy, TWL won the work from national retailer Peacocks to resolve line problems, implement low-cost calls, and provide continuing business communications support.

TWL Voice and Data Ltd has over 10 years of experience in the telecommunications industry. As a supplier, installer, and support provider of telephone systems, the company is a Toshiba certified partner. Customers include the National Probation Service (South Wales Area), Milford Haven Port Authority, and Business in Focus.

Peacocks has used Toshiba switchboards supplied and supported by TWL for the last six years. As a leading value-for-money fashion retailer, the group also includes bonmarché and The Fragrance Shop. There are four interlinked Toshiba switchboards serving 700 extensions across four main sites. Telephone services for more than 800 stores were provided by a major telecommunications company using carrier pre-selection on BT lines.

"Peacocks told us that they were unhappy with the levels of account management from the existing service provider," said Sales Director Terry Smith. "A large number of calls were defaulting to BT which resulted in a high BT bill alongside the service provider's bill. There was just no commitment from the supplier to put things right."

If these problems weren't enough, poor ISDN30 links between the switchboards were causing call drop-outs and line errors. Peacocks then asked TWL to quote for new lines and low-cost calls which meant line replacement, number porting, and renumbering as well as problem resolution.

TWL found itself in a very good position to respond despite competition from the country's largest telecommunications companies. At the beginning of 2005, it had signed with daisy. This allowed TWL to offer customers a broad portfolio of communications solutions including low-cost calls, non-geographic numbers, and reduced line rental.

"We decided to put forward a partnership package. We felt comfortable with daisy and a pre-tender visit to daisy by Peacocks confirmed that they also felt the same way," said Smith.

Apart from low-cost call provision and line rentals, the successful proposal also included comprehensive online billing. Dedicated contact points at daisy and TWL would handle new line orders, fault reporting, installation queries, and line management. For example, daisy handles queries from stores as well as billing, and fault questions while TWL handles other areas including line orders and installation queries. Free line installation in new stores - around ten open every month - offered Peacocks a useful 20 per cent cost saving overall.

The new contract was signed by Peacocks in September 2005, giving the company a one-stop-shop approach alongside TWL's customer support services. In parallel with some switchboard upgrades for more extensions, the failing inter-site connections were replaced by daisy with new lines. Over 4,000 other lines in stores were taken over and carrier pre-selection properly implemented.

It didn't take long for Peacocks to notice the difference in improved customer service, increased flexibility and, management simplicity. There is now one bill for lines, calls, and specialist services viewable via a web-browser and backed by anti-fraud alerts to notify of any telephone misuse. TWL and daisy are effectively working together as Peacocks' telecommunications department with TWL benefiting from a dedicated daisy account manager and business partner support team.

"Peacocks are saving money on call charges and have a much better structure for line implementation and fault reporting. They are very happy with the new services," said Smith.

The close-working partnership between TWL and daisy has streamlined new line ordering while online billing ensures that all parties have quick access to up-to-date information. TWL also receives a percentage of the daisy call charges and line rentals - helping to fund a responsive support service to Peacocks. Over 500 new lines have been installed since September.

"Whenever I speak to daisy, the first question that they ask me is 'how can we help'?," said Smith. "The team spirit between daisy and TWL is extraordinary."

This is what Smith calls the 'daisy difference', a professional attitude that balances the need to make money with the best possible solution for the customer. Mirrored by a similar ethos amongst TWL staff, it's easy to see why the partnership has gelled so well. And as TWL continues to work with daisy, more new business will surely follow.  

About Peacocks

Peacocks is a leading UK value-for-money fashion retailer, selling clothing, footwear and homeware. Peacocks is part of The Peacock Group which includes bonmarché and The Fragrance Shop as complementary brands.

www.peacocks.co.uk

About TWL

TWL Voice and Data Ltd is a supplier, installer, and support provider of Toshiba telephone systems. Customers include the National Probation Service (South Wales area), Milford Haven Port Authority, and Business in Focus.

www.twlvoiceanddata.co.uk

About daisy

Established in 2001, daisy was built with a vision of delivering quality service, innovation, choice and true value for money to business customers across the UK.  By focusing on business communications we are able to understand the needs of our customer base more effectively, and provide the high standard of quality and service they demand. 

www.daisyplc.com

daisy Services List

• PSTN analogue new line installations
• PSTN analogue maintenance
• ISDN30 new installations
• ISDN30 maintenance
• Daisy Businessplan low-cost calls   

 Benefits to Peacocks

• Significant cost savings
• Improved account management and customer service
• Single point of contact at daisy and TWL
• One monthly bill for lines and calls
• Online billing
• One-stop-shop
• Seamless changeover
• Increased flexibility and management simplicity

Benefits to TWL

• Dedicated Account Manager
• Business Partner Support Team
• Extensive and evolving product range
• Marketing leading tariffs and services
• Upfront and residual commission plans
• Marketing support and lead generation schemes
• Comprehensive training programmes