Saving our customers 30% on their average bill

Providing the highest level of service and communications at all times.

New Start Ups and Sole Traders

New Start ups and Sole traders

Telecommunications is an essential part of any organisation, but for new start up businesses and sole traders, choosing the right solution at the right cost first time around is critical.

 

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SME Telephone Systems

SME's

Having the correct telecoms solution for your business can mean greater productivity and in turn greater profitability.
 

 

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Telefony for Corporate Organisations

Corporate Organisations

When providing customers with multiple or advanced telecommunications solutions, partnerships and experience count.
 

 

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Latest News

How Exponential-e's model strategy creates true value
Wed, 7th Jun 2017
Posted onWednesday, June 7, 2017 - 14:35Every reasonable business leader agrees that people are the lifeblood of a company, none more so than Exponential-e's Head of Channel Alp Kostem who infuses people-centricity into every aspect of his management style and growth strategy. For Kostem, putting people first is not an adopted strategy, it is in his nature. It's a personal quality that dovetails with Exponential-e's championing of staff as the primary driver of growth, and this approach has given the company a remarkable hand of cards that comes up trumps every year as revealed in its impressive financial figures. Exponential-e has seen solid compound annual growth since 2002 - without a whisper of M&A activity. In its latest set of annual figures revenues were up 24 per cent to £97.5 million, with 45 per cent growth in EBITDA to over £20 million. Profit before tax was up 48 per cent at almost £10 million. "Our goal is to hit the £200 million target within three years," said Kostem. "There's been speculation on whether the company is for sale, but that isn't the case. Creating opportunities and investment in young people is far more important to our CEO Lee Wade. His personal goal is to ensure that Exponential-e is recognised as a world class company. Growth is driven by our profits which are used predominantly to fuel research and development work. This R&D and a firm focus on investing in people is what drives the company forward." Kostem joined Exponential-e in 2010 and his primary focus has been growing the channel and increasing revenue, gaining strength from his previous work experiences in the recruitment industry and fast growth organisations. "I focus heavily on hiring, training and re-training people to join our team," he explained. "We now have one of the biggest channel teams in the UK with 38 people. I attribute this to our channel products and offerings, how we cater for dealers, resellers, partners, wholesalers and carriers - with flexibility being key. "We've developed our own brand of ICT products to put on top of the network, and by supplementing this with our 900-plus active channel partners we have been able to continue our momentum. Exponential-e is also a diverse company in terms of its markets - strong in the public sector, finance, broadcast and retail. Around 3,000 end users are using our products." Exponential-e's channel sweet spot is £20-50 million revenue partners. But there are no hard and fast rules. The company also has much bigger and smaller partners which is testimony to the flexibility of Exponential-e's broad product portfolio. "We are also completely agnostic and work with any other UC or cloud offering, whatever works best for our customers," added Kostem. His predilection to working closely with people can be traced back to a five year stint in the high pressured IT recruitment business during the Y2K dot.com bubble. The experience was a one-off, a reflection of the times and close to being torrid. But Kostem emerged with key skills he otherwise would not have picked up, and the experience lay the step stones of a career path that has always been people oriented. "It was survival of the fittest in IT recruitment around the turn of the millennium," he said. "I've not seen such a cutthroat and dynamic environment since. Not to mention the 85 to 100 hour weeks that were part and parcel of the time. But it gave me a good grounding in how to use the telephone. Knowing how to make 200 calls a day is a skill worth having." Frustrated by the vagaries of 'selling people' Kostem decided to sell solutions which are more predictable in their nature, and worked for John Caudwell when he set up Reach Telecoms, which later became Caudwell Communications. "This was an interesting experience in how to quickly grow a market presence and make a return in a short space of time," added Kostem. "John was one of the most impressive people in business I've ever seen." Then, start-up company V Networks beckoned. Established in 2005 V Networks grew to circa £23 million in two years. It was sold to TalkTalk Business in December 2008. "V Networks was a lean, mean channel machine," noted Kostem. "This was a completely different kind of experience and interesting to see a start-up grow to such a size in a short space of time. It was also a challenge to learn how to sell for a company that had no existing partners or references. I continued at TalkTalk for a year and a half, working on three acquisitions during my time there." Kostem's background makes him an ideal candidate to play a key role in advancing Exponential-e's 20-plus per cent growth rate year-on-year, which is a difficult task. So Exponential-e listens to partners and end users to drive new products and services based on demand, and also responds appropriately to external forces that have an influence on the market, such as the up-coming GDPR regulation. "We are looking to target the security space and will recruit experts in the field," added Kostem. "We want to offer our own security proposition that will be separate to our other products. The GDPR regulation and the constant attacks that people are seeing keeps such issues in the public consciousness." Aside from external regulatory and technological forces, the big challenge facing most channel organisations is how to recruit the best people. The scale of the task is most acutely felt by fast expanding companies such as Exponential-e. "We're growing fast and a big challenge is finding and matching the right people to the right positions within the company," added Kostem. "We tend to take on graduates, so we invest a lot of time, training and effort into our people. Products can be developed relatively straightforwardly, but people don't just 'happen' in the same way." Hence the Exponential-e academy which is in its 11th year. The company takes people from all walks of life - young people, career re-starters, those with degrees and those straight from school - trains them over a six month period and places them into the appropriate department. "Many academy graduates have risen up the ranks within the business," commented Kostem. "My biggest achievement is moving from a sales focus into hiring, training and investing in young people to work in our teams. The fact that I get to empower people, see my team members buy their first house, get married and have children is a huge source of personal pride."• Related TopicsCase study Like 
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Contact centre technology - an agent of transformation
Tue, 15th May 2018
Posted onTuesday, May 15, 2018 - 19:07Overworked and bamboozled contact centre agents saddled with legacy technology could be forgiven for wanting to run to the hills after a torrid time handling the daily swamp of incoming contacts. But according to IPNetix MD Kevin Boyer (pictured), their lives could be transformed by a modern day multi-channel solution that delivers on the promise of a golden age in customer engagement. As an exclusive professional services provider for Avaya Contact Centre solutions, IPNetix knows first-hand what customers experience after a tech upgrade. "We implement solutions and then provide ongoing support," explained Boyer. "This offers a real-life view of what call centre teams think of the technology and how it affects their role and work life." He cited one business as an example, Carlisle Brass, a developer of door and window furniture for residential and commercial properties and part of the Arran Isle group of companies. Its Contact Centre Manager, Michele Hocking, once managed a team of agents swamped by answering a high number of calls and responding to orders, queries and issues as they came in. "They had no routing or tracking capability in the old system, so had a best endeavours approach to serving their customers without any intelligence on the profile of the caller," stated Boyer. Upgrading to Avaya Contact Center Select enabled Hocking to deliver a consistent level of customer service across teams, reporting and coaching, all of which were previously a challenge due to a lack of call demand management. "Equally, reports were a trial due to the inability to access all the required information, and coaching was simply secondary," said Boyer. "The only possibility was spending time sitting beside agents and listening to the customer interaction." Hocking added: "Despite all best endeavours to provide best in class customer service, call and customer wait time increased. It was an incredibly busy and reactive time and testing for the team. However, they did all they could to maintain an honest dialogue with customers, keeping them as informed and up to date as possible." With the Avaya solution in place Carlisle Brass has seen wait times cut in half and customer satisfaction increase. "Reporting is transformed, and a host of new insights have helped improve the customer journey," explained Hocking. The real impact, noted Boyer, has been to transform the everyday function of the team, primarily down to the call routing and management capabilities of the new system. "There is a call flow in place that ensures calls are shared equally and routed to the right team enabling deeper relationships between agents and customers," he said. "Calls are prioritised over email and faxes and all are delivered to the right team and agent, enabling a proactive approach with customer knowledge. "It now takes seconds to run reports and call recording has made a real difference to team coaching, along with individual performance monitoring." Hocking commented: "I now have greater insight into the workload of each agent and can use recorded calls to help provide targeted coaching." Hocking added that both she and the team are less stretched, more structured and focused in their approach. "This has had a tremendous impact not only for Carlisle Brass customers but for the team's wellbeing and culture," she stated. "None of the team are running for the door at the end of the day. The pressure to respond has been removed and we are relaxed and in control, which naturally improves our interaction with customers and our lives in general." According to Boyer, customer service really does begin with employees. "It is imperative to give them the ability to listen and resolve and ultimately deliver on time with perfection," he added. "The challenge for companies is to empower and motivate individuals to provide excellent customer service in an environment that considers their wellbeing." Related TopicsCase study Like 
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We're off to the National Franchise Exhibition
Wed, 7th Sep 2016
We're off to the National Franchise Exhibition Next month the National Franchise Exhibition at the NEC in Birmingham will have over 100 stalls showcasing the very best in opportunities to become a franchisee. And we’ll be one of the...
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The National Franchise Exhibition was a great experience - and a huge success
Wed, 26th Oct 2016
The National Franchise Exhibition was a great experience - and a huge success I have never been to an exhibition about franchising your business before. I wasn’t too sure what to expect. What I discovered was brilliant. At the National...
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BFA accreditation something to celebrate
Sun, 6th Nov 2016
BFA accreditation something to celebrate Having decided to franchise the Fluid Network Solutions brand earlier this year we set about the task of getting all documentation in place. We worked with other agencies to create the information booklet,...
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The Shrewsbury Festival of Literature
Fri, 25th Nov 2016
The Shrewsbury Festival of Literature At Fluid Network Solutions we're very proud to be supporting Shrewsbury's first literary festival which takes place throughout the town on November 25 and 27. During the festival there will be a range...
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The stars of tomorrow are supported by Fluid
Wed, 21st Dec 2016
The stars of tomorrow are supported by Fluid Football. It may not be something that automatically springs to mind when you think of telecommunications or Fluid Network Solutions. But I’m hoping Fluid and the great telecommunications work we...
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Never miss a call
Thu, 12th Jan 2017
Never miss a call A car and van rental company expanding into Chester have taken up Fluid’s high quality VoIP service, which provides them with everything they need from full call management information to call recording. Their biggest...
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Empowered by Wi-Fi
Fri, 6th Apr 2018
Posted onFriday, April 6, 2018 - 12:28Multi-dimensional Wi-Fi solutions have created a new paradigm in comms, according to Gavin Wheeldon, CEO of global Wi-Fi analytics provider Purple WiFi, who offers an insight into the power of smart wireless solutions and what they could mean to you. Advanced Wi-Fi is moving away from the principle of providing Wi-Fi simply as a utility and a cost to the business, to become an experience enhancing and ultimately revenue generating tool that offers improved, actionable intelligence that is a boon to businesses. Purple's proposition is based on turning a Wi-Fi network into a revenue generation tool through social media integration, intuitive analytics and profile-based remarketing. "Advanced Wi-Fi provides endless opportunities for businesses to think more broadly about how they can connect and engage with customers," commented Wheeldon. "Through the installation of a visitor-based network, businesses can provide a high-speed and secure wireless connection for guests while also collecting data and demographic insights to help tailor and personalise communications, and therefore ultimately deliver a greatly enhanced customer experience." Personalising a customer's experience can have a significant impact on retention and revenue. However, efforts to engage with customers and make the most of revenue opportunities fall flat when businesses are unable to identify who is in their venue. "With Wi-Fi analytics, organisations can start collecting customer data such as demographics (name, date of birth, gender and hometown), customer contact information, customer interests (via social media), the frequency of visits, customer movements around venues and dwell times etc," added Wheeldon. "API access enables organisations to quickly integrate this data with their CRM system, something we see a lot of among our larger clients. Using this data, businesses can send real-time SMS and email campaigns to customers based on previous interactions with their brand, driving engagement and client satisfaction. Customers have come to expect personalised content and improved experiences." Purple WiFi's integrated marketing tool, called LogicFlow, enables businesses to create and deliver such bespoke marketing campaigns with 'minimal effort', noted Wheeldon, improving the effectiveness and efficiency of marketing initiatives and business operations. Purple WiFi works with channel partners to present such RoI based solutions for deploying new and refreshed legacy infrastructures, often pulling through 20x the Purple license cost in attributed hardware and services contracts for the partner. According to a recent MarketsandMarkets report, which included input from Purple WiFi, the global managed Wi-Fi solutions market is expected to grow from $3.07 billion in 2017 to a $6.11 billion by 2022, at a CAGR of 14.8 per cent during the forecast period. "Figures from our own data correlate with this prediction, with the number of UK venues using a guest Wi-Fi network increasing year-on-year (2016-17) by 36 per cent, while the number of users logging into the Wi-Fi at these venues rose by 57 per cent," said Wheeldon. Purple WiFi is headquartered in the UK and has international offices in the US, Chile, Spain, Singapore and Australia. Its enterprise solution is live in 24 languages across 160 countries. "We have data on 50 million unique individuals across 300 million visits to 34,000 venues," added Wheeldon. "From this data we have been able to conclude that on average 75 per cent of customers do not return to a venue. We appreciate that this figure will differ across sectors and industries, but customer retention is a huge pain point for many businesses. "Through the installation of a guest Wi-Fi network alone companies can improve customer retention by seven per cent. And by sending personalised real-time SMS and email marketing campaigns to guests this figure rises to 14 per cent. These increases can have a significant impact on revenue." The future for Wi-Fi is certainly robust, characterised by strong growth and continued technological innovations. "Advanced Wi-Fi appeals to more than just IT - tripling the addressable market," added Wheeldon. "We do a lot of work with digital marketing, planogramming, customer insight and experience teams." In working with channel partners Wheeldon has observed two key trends. "Resellers are moving towards a method of leading with RoI, touching customers' pain points and explaining ways they can support and help drive increased retention, which leads to a multi-dimensional Wi-Fi solution," he said. "We are also seeing a definite shift towards a managed service model where resellers can add value on a regular basis and generate recurring revenue. We expect this trend to continue as the demand for connectivity and wireless increases over the coming five years."• Related TopicsCase study Like 
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It's official!! Fluid Network Solutions Wessex is up and running
Mon, 6th Feb 2017
Fluid Network Solutions Wessex is up and running. We're the only true branded telecoms franchise in the UK. What does this mean for you? Well, instead of dealing with a sales person who may simply be commission hungry and keen to sell you...
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Testimonials

Fluid Network Solutions provide us with a professional, straight forward and no-nonsense service. Set up was effortless and the savings are constant. How many other providers volunteer discounts? The frustrations of talking to BT are a thing of the past, and our world is a lighter place for it!!
- Russell Blower
HomeTyre, Shrewsbury
We had been with Fluid Network Solutions for only a few weeks when the call recording proved invaluable. A customer made what turned out to be a frivolous complaint and demanded a refund based on what he claimed he was told over the telephone. We used the interface to quickly and simply locate the recorded calls and disprove his version of events to refute the refund claim. Without the call recording it would have been our word against his and we would have felt pressure to make a refund. As it was we save the business significant costs in terms of refund and time investigating the claims. I would highly recommend call recording from Fluid Network Solutions as part of any business.
- Jason King
Bayfield Vehicle Hire
I was recently approached by Rob Tolley from Fluid Network Solutions who wished to provide an alternative quote for our telecom services. Unfortunately we were unable to consider a move as our contract renewal date had passed, however Rob was kind enough to review our telecom bills and helped us identify an area where we had been overcharged and enabled us to claim reimbursement from our current supplier. I would recommend anyone contact Fluid Network Solutions as an option for an alternative network provider as I was impressed with their helpfulness and integrity.
- Sarah Hope
Much Wenlock & Cressage Medical Practice
Most recently we have started to network our organisations together bringing real value and innovation to the supply chain and from large call centre organisations to small surgeries within the group, Fluid's approach has been first class in delivering a high quality and competitive service to our members.
- Peter Masters
ShropDoc
Our phone system will never need updating again as it is 'virtual' and was significantly cheaper to install than an onsite hardware auto attendant set up. The phones work over the dedicated BT voice over data network and can be used wherever we can access the internet which is great for business continuity. The partner's mobiles are also to be included in the telephone network as extension numbers. Any phone call to any other phone on the Caracalls system 'are' free such as for instance any calls we make with Shropdoc. The Caracalls system also enables us to use the Shropdoc call handlers to take appointment related calls for us within agreed hours which reduces our reception burden and improves patient experience.
- Tony Marriott
Radbrook Green Surgery