TWC IT Solutions

BACKGROUND

Please describe your company and your position there.

Director at one of the UK’s leading suppliers of meat, poultry, game and associated meat products to the catering industry.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire TWC IT Solutions?

Ethernet & Telephony & mobile support

SOLUTION

How did you select this vendor and what were the deciding factors?

From Google reviews

Describe the project in detail and walk through the stages of the project.

TWC has transformed the way we handle customer calls. It was important that the new cloud-based telephony system was implemented without any impact on our customers and enabled us to intelligently route calls to our inbound order team. TWC ensured a smooth transition to its leading-edge cloud telephony and call centre solution and provided training to enable us to get the best business result in a short period of time. We needed a solution which didn’t come with a huge price tag.

TWC met all our expectations within budget and on time, and the ongoing relationship with them has been excellent. I am not sure how we managed before the implementation. Additionally, we always had problems with slow internet in our office but TWC resolved that by quickly delivering a resilient 100Mb fibre service. This means we can now operate via cloud based applications and just be all round more efficient as a business.

How many resources from the vendor's team worked with you, and what were their positions?

5

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Fast-speed internet connection and improved phone system, which resulted in seamless communication.

How effective was the workflow between your team and theirs?

Extremely effective. We admire their attention to detail and the way they keep us up to date with project updates, it really helps the smooth operation of our business.

What did you find most impressive or unique about this company?

We are impressed with the high level of expertise of every team member.

Are there any areas for improvement or something they could have done differently?

I can't think of anything, we are satisfied with the service we receive on a daily basis.

BACKGROUND

Please describe your company and your position there.

I'm the Business Operations Manager at a FinTech and Broadcast Media technology company.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire TWC IT Solutions?

IT support & Telephony

SOLUTION

How did you select this vendor and what were the deciding factors?

One of our partners suggested that we contact TWC for a quote.

Describe the project in detail and walk through the stages of the project.

We have been using TWC for our global phone systems and fibre internet services for a number of years. They know our business and the needs of our users and offered solutions to cater not only for today’s requirements but something that is scalable for the future. About three years ago, we moved our IT support from another company to TWC, so we have all our support for our infrastructure in one place.

This ensured that TWC could help manage our growing IT needs and again offer solutions for consideration. At no point have TWC ever forced a recommendation or given the ‘Sales’ BS just so we buy a product. In my personal experience, they have only offered reputable, factual advice on options, and the pros and cons of each solution, so I can make an informed decision.

How many resources from the vendor's team worked with you, and what were their positions?

4 - from engineers to members of the senior team.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

March 2020, a time that we all won’t forget, our business moved from office to remote within 4 hours, this is where the collaboration and support from TWC moved into an even higher level, and it didn’t stop there.

TWC were there to help with all the challenges that come from working remotely for our staff, internet issues, configuration for security and offering assistance where my workload meant I could not complete some tasks needed TWC was there. This is what a partner for your business should be, one who is assisting, supporting, knows your capabilities, your business and your people.

How effective was the workflow between your team and theirs?

The workflow was very effective.

What did you find most impressive or unique about this company?

There are impressive response times, respect for boundaries, and the utmost professionalism from every team member.

Are there any areas for improvement or something they could have done differently?

Nothing

BACKGROUND

Please describe your company and your position there.

I am the eCommerce Manager of a small bookstore chain. We are specialised in School Supplies and whatever parents need for the educational development of their children. We have two physical stores and one eCommerce site.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire TWC IT Solutions?

Our IT hardware and software were outdated so we needed a good upgrade that would help us offer a better customer experience and increase our company's efficiency.

SOLUTION

How did you select this vendor and what were the deciding factors?

One of our partners recommended TWC IT Solutions to us. We did our research and despite we had other alternatives which were closer to our location, we decided to move on with TWC since their response time, proposal and history track record persuaded us that they were the right IT company for us.

Describe the project in detail and walk through the stages of the project.

The project had 3 phases:

• The audit: TWC did a checkup on our existing IT infrastructure to spot our current situation
• The proposal: Then, by combining our needs and the audit's output, they created two suggested IT strategies for us, which included improvements in our business internet speed, a more secure internal network, a cloud contact centre solution, and a disaster recovery plan. We chose the one that we felt that it was matching our expectations to scale faster.
• The implementation: TWC's team implemented the agreed contract and provided adequate training to our personnel. Our cooperation is still ongoing up to this day.

How many resources from the vendor's team worked with you, and what were their positions?

Richard (their CTO) was managing the project from TWC's side, so he was the key contact for us. Ricardo was coordinating the team of TWC's IT experts. In total, we worked along with 6 different people during the implementation of the project.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

• We have much more stable internet speeds which was/is critical for us.
• Zero cybersecurity issues so far. - We increased the monthly number of resolved customer tickets by 34% on average, since the transition to cloud contact centre.

How effective was the workflow between your team and theirs?

• Very quick response times (99% of the times they get back to us within less than an hour).
• Great communication/coordination.
• On-time project delivery, as planned.

What did you find most impressive or unique about this company?

They resolved our problems and not trying to sell more stuff & services. 

Are there any areas for improvement or something they could have done differently?

None that I can think of.

BACKGROUND

Please describe your company and position.

I am the MD of Mr Carter

Describe what your company does in a single sentence.

We create video content for brands

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire TWC IT Solutions to accomplish?

• Set up a full office IT and telephony infrastructure
• Ensure it was cost effective
• Ensure it was scalable when required

SOLUTION

How did you find TWC IT Solutions?

recommendation

Why did you select TWC IT Solutions over others?

• High ratings
• Pricing fit our budget
• Good value for cost
• Company values aligned

How many teammates from TWC IT Solutions were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

A full office install including connectivity, phones, PC's etc.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Everything worked and their service was exceptional!

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Everything was on time. Connectivity timelines took the longest but they were pre-defined and came in when expected.

What was your primary form of communication with TWC IT Solutions?

• In-Person Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

Their service - it felt like they were part of my team!

Are there any areas for improvement or something TWC IT Solutions could have done differently?

No!

BACKGROUND

Please describe your company and position.

I am the CTO of VFX Financial PLC

Describe what your company does in a single sentence.

Cross-border payments

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire TWC IT Solutions to accomplish?

• Telephony services
• Call recordings
• ISP

SOLUTION

How did you find TWC IT Solutions?

Online Search

Why did you select TWC IT Solutions over others?

Pricing fit our budget

Describe the scope of work in detail. Please include a summary of key deliverables.

Telephony services and call recordings

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Telephony services and call recordings were delivered

Describe their project management. Did they deliver items on time? How did they respond to your needs?

The scope of the work was delvered.  Response times to ongoing queries has been extremely poor, requyiring mutiple chasing emails

What was your primary form of communication with TWC IT Solutions?

Email or Messaging App

What did you find most impressive or unique about this company?

Nothing whatsoever

Are there any areas for improvement or something TWC IT Solutions could have done differently?

TWC changed their termination clauses 3 months after the contract was agreed, from 90 days notice and a rollover of 1 year, to 90 days notice, no earlier than 120 days prior to the end of the contract term, and a rollover of 2 years.  This extremely agressive rollover is prohibitive to a good business relationship.

BACKGROUND

Please describe your company and position.

I am a manager at Remedy Recruitment Group

Describe what your company does in a single sentence.

Recruitment

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire TWC IT Solutions to accomplish?

• phone lines

SOLUTION

How did you find TWC IT Solutions?

Referral

Why did you select TWC IT Solutions over others?

• High ratings
• Pricing fit our budget
• Great culture fit
• Good value for cost

How many teammates from TWC IT Solutions were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

to provide multiple new phones and phone lines, mobile phone apps, and integrate all into an online service for entire business

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

to deliver all telephone communications for entire business

Describe their project management. Did they deliver items on time? How did they respond to your needs?

We were pleased with their prompt responsiveness and fast service. They meet targets and delivered on time.

What was your primary form of communication with TWC IT Solutions?

In-Person Meeting

What did you find most impressive or unique about this company?

speed of service with little to no disruption to our service

Are there any areas for improvement or something TWC IT Solutions could have done differently?

no

BACKGROUND

Please describe your company and your position there.

Projects Director. We specialise in HD and 4K broadcast equipment hire services. They provide businesses with the 4K camera channels, 4K lenses, monitors, tripods and pedestals, and other equipment to ensure that live production is a success.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire TWC IT Solutions?

Office move, high-speed internet and Telephony services.

SOLUTION

How did you select this vendor and what were the deciding factors?

Through client recommendation.

Describe the project in detail and walk through the stages of the project.

The sales team understood my new office requirements immediately. They put together a comprehensive proposal and made suggestions on how our requirements could be amended to improve the service and reduce costs. At the time of deployment, I couldn’t be more pleased. Their team has confirmed my requirements and translated this into a solution they've deployed quickly and easily. They were professional, self-motivated and able to make changes swiftly to meet our business needs.

How many resources from the vendor's team worked with you, and what were their positions?

6. One technical project manager and 5 technicians.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

We were able to interact with our clients without any disruption, which has immensely increased our overall customer satisfaction rate.

How effective was the workflow between your team and theirs?

The workflow between our company and TWC has always been exceptional. The service team know what they are doing and, as such, are always ahead of any problems and changes, keeping us informed at all times.

What did you find most impressive or unique about this company?

Quality of services, work ethic and flawless delivery process.

Are there any areas for improvement or something they could have done differently?

No, I have been really impressed with the service provided by TWC. The TWC team has allowed us to implement a cost-effective system that exceeded my delivery expectations.

BACKGROUND

Please describe your company and your position there.

Founder & Director at a specialist Tech recruitment business with presence in the UK and Canada that partners with VC backed tech companies that are looking to grow during their founding rounds.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire TWC IT Solutions?

We contacted TWC to upgrade our current phone system.

SOLUTION

How did you select this vendor and what were the deciding factors?

Through partner recommendation.

Describe the project in detail and walk through the stages of the project.

When TWC implemented its Unified Communications platform, the implementations were seamless. We gave the team our requirements, they came to our offices, installed and tested everything, trained us to ensure that everybody was fully up to speed with the system and understand how it worked.

How many resources from the vendor's team worked with you, and what were their positions?

We worked with a team of 8.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Optimised internet connection and better overall PC performance.

How effective was the workflow between your team and theirs?

Very effective. They always ensured to keep us up to date with any project updates by scheduling regular meetings, follow-up emails even after the implementation was completed.

What did you find most impressive or unique about this company?

Extremely fast response time even in the event of an emergency.

Are there any areas for improvement or something they could have done differently?

Nothing. We would highly recommend TWC and their Unified Communications platform. It certainly is of the highest quality and ticks all the boxes we need ticking.

BACKGROUND

Please describe your company and your position there.

I am the CEO at an independent investment company, regulated by the United Kingdom Financial Conduct Authority (FCA) and the United States Securities and Exchange Commission (SEC).

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire TWC IT Solutions?

Initially, we contacted TWC IT Solutions to establish whether they could deliver reliable fibre services to our new London location.

SOLUTION

How did you select this vendor and what were the deciding factors?

We had been using them for around six years in our previous locations so know they deliver class leading products across their portfolio.

Describe the project in detail and walk through the stages of the project.

Once signed off, the provisioning team kept us informed of site visits and installations dates, culminating in a ‘test and turn up’ to confirm the service was active and working correctly. TWC's support team also provided a new IP range for our current IT company to configure our equipment to work with the new services. We also upgraded our on-premise phone system to a fully functioning cloud PBX platform with TWC. We have been using it for several years and also have FCA compliant recording enabled within the service.

How many resources from the vendor's team worked with you, and what were their positions?

A team of three IT technicians

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

High internet speed, stable connection.

How effective was the workflow between your team and theirs?

Very effective

What did you find most impressive or unique about this company?

We admire their speed in terms of communication, and responsibility for overseeing every stage of the process. Their approach to problem solving ever since our collaboration started was outstanding.

Are there any areas for improvement or something they could have done differently?

Can't think of anything.