BUSINESS PROFILE
www.comms-dealer.com Number 1 for Global 4 COMPANY IN FOCUS
The philosophy behind Global 4’s strategic targeting of the market is remarkably simple and based on a policy of ‘anyone that owns a telephone’, says Nigel Barnett, Managing Director and founder. Such a broad brush approach to business has served remarkably well, with the company scooping NEC’s Best Reseller 2009/10 award in EMEA.
L
eading with its ‘anyone that owns a telephone’ strategy Global 4 has seen particular success with large branched organisations, call centres and SMEs. “We only install NEC systems,” said Barnett. “The Univerge SV8100 provides our customers with an affordable and flexible telephone system that future proofs them for tomorrow. Our client portfolio ranges from sole traders through to diverse corporate brands. Some companies are scared of large organisations, but we’re not.”
The Global 4 of today is very different to the small telephone equipment business operating out of Barnett’s Sussex garage in 1998. “As well as moving into data solutions the company has focused on information driven telecoms,” said Barnett. “The Inbound Services we offer are such an exciting proposition. They really help customers to understand their business and make better decisions when it matters most.”
Many customers rely on Global 4 to provide management information to help their business operate more efficiently, and the reseller’s range of Inbound Services helps end users to understand the true cost of missed calls. “The impact that our Inbound Services have
had on our customers has been the real revelation over the last year,” added Barnett. “As many of our customers have large estates we are able to easily identify any unused lines because we are aware of the incoming call traffic as well as the outgoing. With data like this available at our fingertips we can highlight cost savings, increase productivity and provide information to allow better business decisions to be made.
“Because the information comes from the exchange and not from an internal call logger, we are able to identify if our customers have sufficient lines to take the calls and highlight the answering capabilities of subsidiary offices. We’ve identified training needs, highlighted a shortfall in resource and helped to develop intelligent support structures. In turn this has led to our customers giving their customers the right message, for example if they are put on hold or even when the office is closed.”
Global 4’s head office is based in Horsham, West Sussex. The company has around 35 staff including eight field engineers supporting an estate of over 4,500 telephone systems, 45,000 telephone lines and 15 million minutes per month. “Our technical
Some companies are scared of large
organisations, but we’re not
Nigel Barnett
staff are based around the UK and are never more than 90 minutes away in case of an emergency. Using the latest diagnostics we are able to handle the majority of client challenges in a matter of minutes,” noted Barnett.
With a UK-based customer service help desk and 24/7 support 365 days a year, Global 4 is passionate about customer service. “All our customers receive a courtesy follow up call after a site visit to ensure service excellence was delivered with outstanding feedback being received regularly,” he said. “Whether Global 4 is installing large NEC telephone systems into call centres across the UK or managing the telephony traffic and systems of a leading estate agency network, our mission is always the same, to deliver customer service excellence. To this end we have also made a significant investment into SML interfaces and portal technology. This allows corporate clients to have statistics emailed to them automatically when there is a change to their calling pattern or trend.”
Global 4’s principled approach to business is also key, says Barnett, with no small print or hidden charges and transparent per second billing to four decimal places. “Global 4 customers only pay for what they’ve used,” he
added. “Our flexible contract terms and personal service gives customers flexibility and peace of mind. We listen to our customers to understand their business so we can provide expert advice to deliver value added business change to them.”
Global 4 is a profitable and debt free company boasting an annual turnover of £12 million. Leading the firm alongside Barnett is Rob Whyte-Venables and Jenny Fright, all three still as passionate about telecoms today as they were when they first established the business. Barnett is just as passionate about his people and invests in them heavily. He added: “Our salesmen act as business consultants. They do so much more than just sign up customers or sell telephone systems. They work with our customers to give a value added service to really make a different to their business.”
Through listening to customers and providing cost effective telecoms alongside high levels of customer service, Global 4 has weathered the recession well. “Customer retention is key,” noted Barnett. “With clients ranging from sole traders through to large corporate brands they all have one thing in common, Global 4 saved them money and continues to work with them to improve long-term business efficiencies.”
n
When it’s important to be online all the time, choose Dedicated Internet Access from Kcom. Call 0800 915 5298 or visit
www.kcom.com/channel-partners
40 COMMS DEALER NOVEMBER 2010
www.comms-dealer.com
Page 1 |
Page 2 |
Page 3 |
Page 4 |
Page 5 |
Page 6 |
Page 7 |
Page 8 |
Page 9 |
Page 10 |
Page 11 |
Page 12 |
Page 13 |
Page 14 |
Page 15 |
Page 16 |
Page 17 |
Page 18 |
Page 19 |
Page 20 |
Page 21 |
Page 22 |
Page 23 |
Page 24 |
Page 25 |
Page 26 |
Page 27 |
Page 28 |
Page 29 |
Page 30 |
Page 31 |
Page 32 |
Page 33 |
Page 34 |
Page 35 |
Page 36 |
Page 37 |
Page 38 |
Page 39 |
Page 40 |
Page 41 |
Page 42 |
Page 43 |
Page 44 |
Page 45 |
Page 46 |
Page 47 |
Page 48 |
Page 49 |
Page 50 |
Page 51 |
Page 52 |
Page 53 |
Page 54 |
Page 55 |
Page 56 |
Page 57 |
Page 58 |
Page 59 |
Page 60 |
Page 61 |
Page 62 |
Page 63 |
Page 64 |
Page 65 |
Page 66 |
Page 67 |
Page 68 |
Page 69 |
Page 70 |
Page 71 |
Page 72 |
Page 73 |
Page 74 |
Page 75 |
Page 76 |
Page 77 |
Page 78 |
Page 79 |
Page 80 |
Page 81 |
Page 82 |
Page 83 |
Page 84 |
Page 85 |
Page 86 |
Page 87 |
Page 88 |
Page 89 |
Page 90 |
Page 91 |
Page 92 |
Page 93 |
Page 94 |
Page 95 |
Page 96 |
Page 97 |
Page 98