Enact
Kcom has provided Enact with a robust telecommunications and IT infrastructure, enabling it to use the latest technology to offer services and react quickly to its customers’ requirements.
Background
Kcom provides a range of telecommunications and support services which enables Enact to offer first rate services to its own customers and gain savings estimated at £100,000 per year.
Enact is one of the UK’s largest providers of remortgage and conveyancing legal services. As such, it provides a large number of solutions to a mix of banks, building societies, financial advisers and home owners.
The company, which is part of the First Title Group, makes full use of the latest technology to ensure that its customers and partners can be in contact easily – whether by phone or via the internet. Adam Middlemass, IT director at Enact, explains:
“In our industry, communication is absolutely vital. Having the support of a robust IT and telephony infrastructure is therefore business critical.”
A resilient solution
“The service we’ve received from Kcom has been in a different category to anything we’ve experienced before,” he says. “We were looking for a first rate service and that’s what we’ve got. Kcom’s people are very good at communicating and at managing our issues. Plus, if we do have problems, they’re very good at solving them. Kcom has never let us down.”
The two companies initially began working together after Enact carried out a review of several telecommunications providers, which showed that Kcom could offer the best service at the best price for inbound and outbound telephony.
“We soon became confident that Kcom was providing a reliable service,” says Middlemass, “and could become our primary telephony provider.”
Kcom now provides the technical infrastructure for Enact’s outbound call connectivity and for the company’s inbound calls through its Intelligent Network service.
“The service we’ve received from Kcom has been in a different category to anything we’ve experienced before. We were looking for a first rate service and that’s what we’ve got.”
Adam Middlemass, IT Director
Enact
“It’s an inherently resilient network that Kcom provides for us,” says Middlemass. “Our outbound calls are carried on two cables that use completely different parts of Kcom’s network. It’s very unlikely that we’d lose our telephony services.”
When Enact chose to offer its customers an online service, Kcom implemented resilient internet access “As a result all email, web surfing and, most critically, business to business e-transactions are also supported by Kcom,” says Middlemass.
“Previously, many transactions, such as ordering searches or submitting forms, required the completion of paper forms, which could take some time to be processed. Now it can be done online quickly and we can get responses in seconds. Internet connectivity is now business critical for us, so Kcom’s ability to offer a resilient service, using diverse routing into our buildings, is very important.”
Substantial savings through economies of scale
The consolidation of telecommunications services to one provider has brought a number of benefits to Enact. It makes things easier from a management point of view as well as providing significant cost savings.
Says Middlemass: “We have been able to compound savings by using a single provider for multiple services. And, since working with Kcom, our total IT operating costs have reduced dramatically. I estimate that we’re saving in excess of £100,000 each year.”
‘Excellent’ quality of service
Kcom and Enact now have a strong relationship of trust, which has been built up over time and through a number of projects. As such Kcom is now the partner of choice, designing, deploying and supporting all of Enact’s communications needs.
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