Case Study: Walker Morris

The need

This need for good service is central to the firm’s success, according to Terry Spicer, head of administration at Walker Morris: “What we do is not often related to a physical product, but is driven by us personally,” he says. “It’s similar to any service organisation.”

Spicer cites this as the reason why Walker Morris views its communications infrastructure as business critical. He says: “The tools that help us provide the service are critical to ensuring that we deliver what our clients want.”

Key elements of this infrastructure are the voice and data capabilities that Kcom provides. The company supports Walker Morris’ inbound and outbound telephony, provides 0870 non geographic numbers and maintains all the data links between the firm’s sites, as well as its external connection to the internet. 

Reliability

With this infrastructure proving so important, the reliability that Kcom’s solution offers is a key benefit for Walker Morris. “It’s such an important part of our business to make and receive calls and to send and receive emails that we require a very reliable service,” says Spicer. “Kcom provides us with a dedicated account manager who takes responsibility and who is on hand when we need help."

“With any infrastructure, you will always get some faults and downtime so it is how you manage it that is most important. Our account manager makes sure we are top priority, takes a personal interest and makes sure any problems are resolved.”

According to Spicer, Walker Morris has experienced very little interruption to its voice traffic since it started working with Kcom. “As good customer service is central to our business, the reliability of Kcom’s voice and data capabilities has proved critical for our clients,” he says.

“Our Kcom account manager makes sure we are top priority, takes a personal interest and makes sure any problems are resolved.” Terry Spicer, Head of Administration, Walker Morris.

Cost - effective solutions

Spicer argues that it’s worth paying a premium for such good service. Even so, he describes Kcom’s solution as “very, very competitive. Kcom is very good value in that respect,” he says. “They’ve saved us money over previous suppliers.” This cost efficiency is also reflected in the data solution provided.

Kcom has created an infrastructure where all servers are housed at one site but other sites enjoy the same service as if they are in the same building.

“The data links mean we avoid duplication of servers and therefore benefit from further cost savings,” explains Spicer.

Kcom’s voice and data services provide Walker Morris with a reliable infrastructure that helps achieve business goals and customer satisfaction.