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 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.

BACKGROUND

Please describe your company and your position there.

I am the Manager of FloDesign, a small product design studio & workshop. We provide custom made solutions for your home and your business with specialization in Furniture, Decorative objects, Lights, Promotional objects, Equipment for tourist accommodations, Souvenirs & usable objects.

OPPORTUNITY / CHALLENGE

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

We required a new website because the one we had was out of date and troublesome. Additionally, our IT infrastructure and software needed to be upgraded so that we could run our business more effectively.

SOLUTION

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

Since no one in our background had given us a recommendation, we conducted some research. We browsed Google reviews and carefully reviewed the service sites of various businesses. Finally, we chose TWC since their proposal and history of success convinced us that they could provide us with high quality services.

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

Four primary phases made up the project. We first spoke about our objectives, and TWC then performed a first audit to create a project plan. Then they gave us the a detailed project plan with all the required steps. After reviewing the proposal, TWC went forward with implementation.

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

They worked with us three different people: the CTO and 2 technical Managers.

RESULTS & FEEDBACK

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

There are no issues with our site, and we can provide service quickly. In addition, we now have the hardware and software required to manage our daily tasks.

How effective was the workflow between your team and theirs?

Very effective. We exchange emails and arrange zoom calls when necessary.

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

They were extremely prompt and eager to walk us through everything.

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

I can't think of anything.

BACKGROUND

Please describe your company and your position there.

I'm the office manager and I'm also managing the day-to-day IT needs of our team.

OPPORTUNITY / CHALLENGE

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

We reached out to TWC to help us with our IT setup in general (finding the most suitable laptop for our needs, setting up our file storage system, and to upgrade our cyber security).

SOLUTION

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

I wasn't part of the contracting team as I was working with another organisation at that time.

Describe the project in detail and walk through their service package.

TWC helped us with our cybersecurity needs, we explored many options and went with their recommendation. They also helped us with setting up a secure network within our current office space.

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

I've been working with the Chief Technology Officer and with Technical Managers (4-5).

RESULTS & FEEDBACK

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

Yes, the projects are still ongoing and we didn't have any cyber security issues so far, we noticed malware already being caught up on the security net which is great.

How effective was the workflow between your team and theirs?

We had meetings, email exchanges and some onsite support, we always received answers to our questions on time and got our tickets dealt with speediness.

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

The TWC IT Solutions team is super helpful, productive, and solution-oriented.

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

I can't think of anything, we are happy with TWC managing our IT needs.

BACKGROUND

Please describe your company and your position there.

Financial Services, - Head of Admin

OPPORTUNITY / CHALLENGE

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

We needed a new phone system, IT service and have also started a bespoke CRM stystem

SOLUTION

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

We looked online, and gave them a call. They were prompt with their response and very helpful.

Describe the project in detail and walk through their service package.

We have ongoing service with them, they are our point of call whenever we have any IT issues, ranging from our phone lines, to our computers. Any issue IT related problem and our new bespoke CRM system which is currently being built.

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

We have worked with several of the team - all just as helpful

RESULTS & FEEDBACK

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

The new phone system has completely changed the way we work, and made life so much easier for us. Having also seen stage 1 of our CRM we hope this will streamline our business even further.

How effective was the workflow between your team and theirs?

They're genuinely always happy to assist, and everyone in our company speaks really highly of the TWC team.

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

Their attention to detail and willingness to help.

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

Nothing we can find to complain about I'm afraid.