V12 Telecom enhances customer service with Highlight

We are delighted to announce that we have partnered with Highlight to gain greater visibility into our networks and applications and thus enhance the services we deliver to partners and end customers.

As our customers are aware, V12 provides internet services, hosted voice, mobile and Direct Routing to small and medium sized organisations, many of whom are introduced via IT partners. We implemented Highlight earlier this year to gain real-time analysis and visibility into the performance of all our services.

Charles Rickett, Co-founder and Managing Director of V12 Telecom says: “One of our most popular products is the supply of Ethernet internet connectivity to a large number of UK customers through multiple carriers. Whilst each carrier offered their own monitoring tools, keeping track of five or more different systems was completely unusable. If something went wrong, particularly out of hours, we had no visibility and insufficient control.”

Charles continues: “Earlier this year we approached Highlight to discuss how we could have full flexibility to monitor multiple vendors and customers. Highlight is fully customisable and it’s easy to add extra circuits. It now gives us a single window to see across our entire IT estate in one portal to monitor multiple providers and customers.”

“We have set up Highlight on a large screen in our Swindon operations centre. This lets us deliver comprehensive 24/7 monitoring. During out of hours, we have two people on rota who are notified by Highlight if there are any problems. We can then rectify the situation before the customer is aware.”

“Our top priority is to help our partners and their clients to grow their businesses through innovative telecoms solutions. With Highlight, we can also give our partners access to their own secure area of the portal to review the easy to use graphical, vendor agnostic information with their own end users.”

Highlight’s reports are proving particularly useful for us and our partners during account reviews with customers. According to Charles: “If a customer is having network issues and perhaps needs to increase their bandwidth, we can jointly look at Highlight’s independent reports to determine the best course of action. They can see the situation for themselves and we can take the role of a trusted advisor as opposed to just a sales-focused operation.”

By |2019-08-09T13:49:36+01:00August 9th, 2019|0 Comments