Customer Case Study: Knowledge to Action

Financial training companyenhances communications andmakes substantial savingsThe Business BackgroundKnowledge to Action (K2A) was the first investment trainingcompany to offer trader coaching in the UK to the professionaland private investment community. Throughtheir Trading University anyone from graduates,housewives and professionals are taught theskills for a richer life with the proficiencies oftrading on international markets, most notablythe FTSE 350.

Based in West London K2A, who conducttraining events throughout the country usually6 days a week, is committed to offering all itsclients the very best in trading education aswell as one-to-one coaching and free seminars.The training company, with 16 staff, is a bustlingoffice with many incoming trading calls andoutgoing administrative and sales calls.Due to the nature of their business, many K2Atraining staff are away from the office conductingseminars or meeting clients around the country.This obviously affects mobile bills as well asmeaning certain members of staff could rarelybe contactable on their landline numbers.

When K2A decided to relocate offices it felt itwas the ideal time to review their telephony expenditure withtheir provider BT as well as redefine their generalcommunication set-up.

The ChallengeK2A wanted a cost-effective and flexible telephony solutionthroughout their new office to enable staff to be easilycontactable in the office and for them to use seamlessly whilstaway from their desks.

K2A were making almost 6,000 hours of calls a month, with85% of those contacting staff and client mobile numbers. TheBT bill would more than reflect this amount. A VoIP solutionquickly became the preferred option not just for its costeffectiveness and leading technology, but for its remote servicingand ongoing support.

K2A needed to be able to make and receive calls the minutethey moved into their new premises, a Greenfield site. Howeverthe ISDN lines that were ordered and booked for installationfrom BT would not be able to be fully operational fortwo months.

“Since taking on our new VOIspeedVoIP telephone system we have withoutdoubt increased our telephonecommunication capacity and benefitedfrom the features available.

Members of the sales team are nowmore readily available on their landlineswherever work takes them”

VOIspeed Ltd1st floor, 6C Parkway

Porters Wood, St. Albans,Hertfordshire AL3 6PA

United Kingdom

The SolutionVOIspeed have a portfolio of IP phone systems to suitmany different types of operations, and this flexibility is idealfor businesses like KTA moving to new premises.  

VOIspeed IP PBX solution has the same functionalities ofa traditional high-end PBX, and offers  easy configuration,low maintenance costs and a user-friendly interface. Thissolution gave K2A the cost efficiencies they were after aswell as enabling them to make calls over their internetconnection in the first couple of months during which theirISDN lines were not yet available. K2A chose a bespoke software package which comeswith 30 ISDN lines. This meant that the training companycould expand their business and up-scale their telecomsinfrastructure seamlessly. Added to the package there wasalso a USB Phone and DECT headsets for each employeeplus four extra IP phones for the meeting rooms. Training on VOIspeed was provided to everyone in the officeahead of the move so that staff were ready to use theextensive features of the system, soft-phones and SIPphones from day one.

The OutcomeSince installation the benefits to K2A have been noticeablein both the long term and the short term.

Straight away staff at the main office were able to usefeatures their old system simply didn’t offer. Call Recordinghas already been a great help with the customer servicedepartment. Calls can be recorded, from any station, at thetap of a button and can help with giving the best possibleadvice as well as offering invaluable “real call” training andmonitoring for new staff.

The sales team have benefited too. Call Logging enablesmanagers to see the number of outgoing calls made eachday, and with the hunt groupapplication, incoming calls canbe spread across all relevantstations within the department.

One of the main benefits of VoIPand VOIspeed offering is theflexibility given to home andremote workers. Employees whoare off-site can now log in to theK2A network, integrate with theirOutlook Express and make andtake calls as if working in theoffice. This has helped increaseconnectivity, cut call costs andgenerally enhanced officecommunication.

Other features such the welcoming message, conferencecalling, speakerphone and caller ID log, were all highlightedas adding to the customer’s experience and aiding the flowof communication and connectivity throughout the office.

K2A are now using ISDN lines and SIP Trunking with a newcalling Plan and Tariff.

The estimated call cost and line rental savings exc.hardware:

Previous monthly charge = £3000Current monthly charge = £792

Monthly savings = £2208Monthly savings = 73.6%

First year savings per head = £1656Five year savings per head = £8280

12 Month savings = £26,49660 Month savings = £132,480

Customer Comment“Since taking on our new VOIspeed VoIP telephone systemwe have without doubt increased our telephonecommunication capacity and benefited from the featuresavailable. Members of the sales team are now more readilyavailable on their landlines wherever work takes them

“With features such as Call Recording, Call logging and ourDECT headsets we have a telephone system that aidsefficiency and therefore benefits our business. And with thesavings we have already made we’ve been able to afford

Blackberrys for the entireworkforce, thus furthere n h a n c i n g o u rconnectivity”

Gemma Davies, Heado f O p e r a t i o n s ,Knowledge to Action

VOIspeed Ltd1st floor, 6C ParkwayPorters Wood, St. Albans,Hertfordshire AL3 6PAUnited Kingdom