Broadband4
Delivering value and quality with partner-centred service
Giacom is a specialist cloud marketplace that’s 100% partner focused. They offer a portfolio of cloud, comms, hardware and billing from the world’s leading vendors and carriers. Giacom are also one of our most valued long-standing partners of over ten years – and we’re proud to be able to support their growing requirements.
Headquartered in Lancashire, Giacom provides solutions to businesses of all sizes across the country. They want to continue expanding their already impressive product portfolio, and we’re here to support them every step of the way.
Following a decline in support from its previous network supplier, this
managed service provider turned to us for an improved customer
experience and better value
The challenge: Decreasing support and increasing prices
Broadband4 serves the education sector with internet access and web
filtering services, so it needs high performance, high availability solutions.
When the company approached us, it already had a long-term Openreach
supplier. However, the supplier’s customer service levels had declined, as
it no longer provided a dedicated account manager. This made it more
difficult to get timely responses and support. The supplier was also
introducing in-contract price rises, so Broadband4 started looking for a
better service experience and greater cost stability. This is particularly
important in the education sector, where budgets have to be carefully
managed.
The company was therefore keen to partner with a provider who would be
easily accessible - ideally with a dedicated account manager, reflecting
the high standard of service it delivers to its own customers.
It liked the idea of Virgin Media Business as a partner because of our
commitment to price stability, with no in-contract price increases. This
would enable Broadband4 to offer its customers consistent, predictable
pricing throughout the entire contract term
The solution: Solution design expertise and commercial support
We know our partners all have different goals and requirements, and for
Broadband4, that meant being more than a supplier. We needed to be a
true partner, invested in the company’s success and available to help
when called upon.
To deliver on that, we put in place a full, customer-centred account
management wrap, including pre-sales, commercial and marketing
support. Our aim was to free up time for Broadband4, allowing it to focus
more on customer relationships and long-term growth.
Working alongside our engineers and using our Smart Planning Tool,
Broadband4 can now explore more routes and identify any potential
blockers much earlier. And if the company needs help attracting
customers and winning deals, it can reach out to our sales and marketing
teams for additional support.
As with all our partners, we wanted to make business easier for
Broadband4, but we didn’t forget to address its cost concerns. Unlike
many Openreach suppliers, we never hit our partners with in-contract
price rises, and when customers are out of contract, we do our best to
protect them and give them fair pricing, with more than 90 days’ notice of
changes. That means Steve and his team can plan ahead more effectively
without potential cost increases hanging over their heads
The results: Great service with no nasty surprises
This partnership will benefit Broadband4 and its
customers in several key ways:
Pricing certainty
Because we don’t do in-contract price rises,
Steve and his team can plan and go to market
with greater confidence, without any
unexpected changes further down the line.
And if prices are going to change out-of
contract, they know we’ll give them the best
deal we can, with plenty of notice
Expanded support
Broadband4’s team can be confident that we’re committed to their success – and that we won’t leave them in the lurch the moment a contract is signed. If we can offer support with anything, we will, whether it’s writing bids, planning projects or advising on the company’s marketing campaigns.
Enhanced communications
When the Broadband4 team need to reach out to a real person, they can, thanks to our peerto-peer approach to customer relationships, which means our partners aren’t limited to contacting their account managers only.
Growth opportunities
Broadband4 can count on us to support its continued growth ambitions. We’re investing £2bn a year to expand our reach, increasing metro coverage six-fold and carrying out the biggest ever upgrade of our entire network – so as bandwidth demands rise and opportunities increase, this partner will be ready.
Working together, Broadband4 and Virgin Media Business Wholesale
are bringing better broadband to schools, without unexpected price
increases throwing a spanner in the works. We’re looking forward to
a mutually beneficial, long-term business relationship
About
Broadband4 is an education-focused ISP
providing broadband services for schools. Part of
PSD Group, it aims to offer something different –
a high-quality service coupled with an in-depth
understanding of school ICT needs. Broadband4
has a complete portfolio of communications
products, allowing it to specify the best solution
for each school from the best and most cost
effective suppliers. Schools can enjoy high-speed
broadband services provided over FTTC, GEA
and dedicated leased lines.
Industry
Telecom services
Founded
2014
Organisation size
11-50
Regions
UK
Solutions
Share this article:
Working with Virgin Media Business Wholesale has been a real game changer for us. The full account management support and consistently strong service have made us feel valued and empowered, which is exactly what we strive to give our customers too. The network performance and the clarity around pricing have been a huge boost for our business, but it’s the personal touch that we really appreciate. There’s a real relationship, not just a transaction.
Steve Jones, Managing Director,
Broadband4.
When we need help, the Virgin Media Business Wholesale are there for us. If issues do arise, they’re dealt with quickly, and we’re never left in the dark. That communication is invaluable to us
Steve Jones, Managing Director,
Broadband4.
