Introduction from Peter

peter-southgate-profileWell, 2016 has finally hung up its boots and we’re looking forward with great enthusiasm to the New Year. Despite accusations from some that last year was far too interesting for its own good, 2016 turned out to have been a very positive year for us. I hope it was for you too!

As part of our continued commitment to elevate our customer service to outstanding levels we increased the number of our staff by over 30% last year. Derrick Vernal joined as Service Director at the beginning of October. Under his experienced eye, our Support Team is developing its customer support processes. He has recently taken on three new team members; two in our Customer Service Team, another into our Order Management team. This trend is set to continue throughout 2017. We envisage further recruits during 2017 to meet the demand of our planned growth.

We’ve retained our ISO 9001 and ISO27001 accreditations for another year, for Quality Management and Information Security Management respectively. And we’ll continue to be independently assessed throughout 2017 and beyond. I think they are a must for any business operating in the digital arena.

As always, we’re fully embracing new technologies. Working closely with our suppliers we’re going to be bringing you some innovative, leading edge products including: Cloud based applications, Office 365, hosted telephony, data back-up, disaster recovery solutions…We’re also expanding our mobile product range. Read on and you’ll find out more. This innovation and expansion makes for an exciting and ever-evolving work place, and we’re developing even higher levels of in-house product expertise to provide the support you need and expect from us.

I’m also delighted to introduce Frontier Utility. Offering a comprehensive portfolio of energy, security and mobility products, I believe Frontier Utility is the perfect complement to our Voice and Data Solutions. More details in the newsletter below.

From a personal perspective events in 2016 certainly changed my life, and my perspective on life.

I was diagnosed with prostate cancer at the beginning of the year. The diagnosis was an early one, and I’m happy to report that after receiving treatment, by September I was completely cancer free.

I had my life back, and I was determined to repay the debt.

So I jumped on my bike and cycled 100 miles (which was pretty tough!) to raise awareness and money for the charity Prostate Cancer UK. The response from people was amazingly generous and I raised over £4000.

We’ve always supported local charities as a business. It’s the right thing to do. But I started to do a bit of digging to find out exactly what we do as a group of individuals as well as the Frontier Team.

And this is what I found out.

Over the last 7 years we’ve collectively raised over £50,000 for a variety of causes including:

Prostate Cancer UK                        Haven House

First Step                                          Papyrus UK

Brain Tumour Research                 McMillan Cancer Support

Jeans for Genes                                Wear It Pink                                    Children In Need

Some take a more physical approach than others. Ian McNamara (our Administrator Director) runs marathons (6 of them so far!), as does Gregg in our Customer Support Team. Sean Linehan (our Finance Director) cycles, as do I. Lorraine (our Mobile Specialist) holds fundraisers and Sammie in our Accounts Team organises regular in-office events which often involve cake! Every one of us contributes and that makes me, both as a person, and a business owner, incredibly proud and grateful.

Which just about wraps it up from me for now!

I’m sure 2017 is going to be an exciting and profitable year for us all.

‘Work hard, think big and don’t listen to people who tell you it can’t be done. Life’s too short to think small.’¹

¹Source – Tim Ferriss

Frontier Utility

frontier-utilityWe’re delighted to announce the launch of Frontier Utility – the new home for all your Energy, Security and App2Chat.

The range of solutions that Frontier Utility offers perfectly complements our existing portfolio of data and communications services and includes:

  • Energy – Business Gas, Business Electricity and if you take both services, Dual Business Energy provision
  • Security Systems – CCTV, Alarm Systems, Intercom Systems, Access Control Systems and Servicing, Repairs and Upgrades.
  • App2Chat – the business telephony system that works on a smartphone using landline numbers

To find out more you can talk to a member of the Frontier Utility Team on 08000 926232 (option 4) or by email at info@frontierutility.co.uk

New Product Launch – Office 365

As part of our commitment to expand our MyCloud product set, Office 365 is now available!

Microsoft Office is still the defacto office Suite, and Microsoft Office 365 is the complete office in the cloud.

Not only do you get Word, Excel, PowerPoint as desktop apps, (plus all their attendant services and benefits), you also get access to Microsoft’s cloud-based productivity services. These include business-class email, file sharing, HD video conferencing; all working together and connected to Office so you have anywhere access to everything you need.

These are enterprise-level services optimized for any sized businesses. They’re easy to set up and manage, with business grade and 24/7 technical phone support.

And all of these services are available on your mobile devices and online wherever you are, whenever you need them, all for a low monthly license fee.

The Microsoft Office 365 suite is a subscription based hosted, online version of the traditional installed version of Microsoft Office software.

You can access Office 365 using any device anywhere with an internet connection.

office-365

  • Benefits of Office 365.
  • Office Suite(Word, Excel, PowerPoint, Outlook, OneNote, Publisher, Skype for Business, Access)
  • Exchange Online(email, calendar, tasks)
  • SharePoint Online(web portal for collaboration)
  • Yammer(enterprise social networking)
  • OneDrivefor Business (cloud file storage)
  • Planner (project management)
  • Power BI(business intelligence)
  • Delve(social document discovery)
  • Video (a private video library)
  • Sway(a tool for creating reports, presentations and newsletters)

What is the difference between Office 365 and Office 2016?

Microsoft Office 2016 is a suite of Office applications that generally includes Word, Excel, PowerPoint and OneNote.

Office 365 is a subscription service with a huge variety of plans available.

Your organization can realize significant cost savings when migrating to Office 365

Our efficient on boarding services help simplify your move to the Cloud and seamlessly manage your IT implementation, while also providing rapid, dedicated support, powerful Email Continuity and Threat Protection solutions.

office-365

  • Do business anywhere
  • Do your best work. Wherever you are
  • Connect with customers
  • Win sales and build customer loyalty
  • Drive efficiency and profitability
  • Simplify operations to maximise innovation.
  • Innovate with agility
  • Meet the challenge of evolving business models.

To find out more call our Team now on +44 (0) 8000 92 62 32 or email marcoms@fvdata.co.uk.

 

Inside Frontier

As Peter mentioned at the start of this newsletter, we are continually working towards improving the experience of our customers when they interact with us. Last year Derrick Vernal, our Service Director brought on board 3 new Frontier staff members. He has set up a variety of internal training, development and coaching programmes across all of our Service, Support and Operations Teams.

As we move into 2017 he will be carrying this momentum forward with a strong focus on customer satisfaction. This includes improving our customer experience across the board and enhancing our processes to allow us to become more agile and responsive.

Derrick said: ‘Building a strong team ethos, promoting an understanding of our core company values and ramping up staff recognition are key. We have started an internal programme to reward staff that provide excellent customer service and that will continue throughout 2017.’

He added: ‘One of our core goals for this year involves the re-structuring and re-branding of our Provisioning and Service Assurance Teams into our ‘Customer Service Centre‘. This team will manage all of our orders and fault resolution. It will streamline the way we work and provide our customers with a personal, professional and prompt service.’

Unified Communications from Frontier

The popularity of Unified Communications continues to grow at an astonishing rate.

Unifying your communications means being able to integrate a variety of services including mobile, instant messaging, voice calls (including VoIP calls), audio, web and video conferencing, data sharing, voicemail, contact center software, on-line website chat, call recording, integrating your phone system with your computer system (CTI) to enhanced your call control – the list goes on! And the services available continues to evolve. Some of these services happen in real time, some happen at your convenience.

And what about the technologies that enable these services? Technologies ranging from internet connectivity, date security and firewall protection, Wi-Fi, mobile device management (MDM) and more… one of the things we appreciate is that it can be difficult to see the wood for the trees.

And we really understand that one size really does not fit all!

So at Frontier we continue to answer the call to enhance our Unified Communications offering.

We have experienced staff on hand to help evaluate your needs and help you implement the solutions you choose.

And we will continue to provide vendor agnostic (independent) solutions from a range of leading, cutting edge brands, all with flexible terms to suit you and your business.

For more information, or to arrange an appointment, please contact your Customer Service Manager today.

Five reasons you need hosted telephony

Today’s workforce is more dispersed. It demands flexibility, grows unpredictably and expects advanced communication features like conferencing or caller ID to be intuitive, and come as standard.

Traditional analogue business phone systems are ill equipped to meet the new demands of today’s workforce – which is one reason why more companies are switching to hosted VoIP telephony every day. Here’s five more good reason why more businesses turn to the next generation of cloud based telecoms.

1. IT’S CHEAPER

  • Small businesses that switch to VoIP reduce the cost of their local calls by up to 40%
  • Those same small businesses reduce the cost of their international calls by up to 90%
  • VoIP can cut initial startup costs for a new business by up to 90%

We’ve all come to terms with the fact that hosted VoIP means cheaper solutions for business. For under £15.00 per user per month you can get a bundle that includes a premium fully featured hosted VoIP License, UK national and UK mobile minutes and 24/7 customer support.

But the biggest cost savings can come at start-up.

Compare the start-up costs of a traditional phone system with those of a hosted VoIP system. Ticket prices for traditional phone systems start at about £2000 but they lose around 70% of their value as soon as they’re installed.

Installation comes at a cost too, as will the upgrades you’ll inevitably need when your business grows and the phone system reaches capacity. Hosted VoIP avoids high start-up and ongoing usage charges.

2. REMOTE WORKING THAT ACTUALLY WORKS

Hosted VoIP allows your staff to work the way more people want to work today. Nearly 14% of the workforce works from home and 7.5 million workers in the UK now say that they’d rather work from home one day a week than receive a pay rise.

But traditional phone systems really struggle to deliver the unified communications that makes flexible working seamless. As a result, working from home comes with compromise: receptionists tell customers “you’re not in the office today and you can’t be reached”, simply because you’ve forgotten to forward calls from the desk phone.

Needless costs are acquired because staff use mobile phones to keep in touch with colleagues, and company process suffers when customers bypass your established communications channels and start calling staff direct via mobile.

Hosted VoIP means desktop phones, smartphones, tablets, and PCs all work with one phone number as easily as email works today across all devices.

3. ATTRACTING THE BEST SKILLS AT THE BEST PRICE IS EASIER

Getting the best skills at the best prices in today’s market means being able to recruit nationally, or in extreme cases internationally. But you need to be confident that new staff can be fully integrated into the company quickly and cheaply no matter where they are located.

Using a hosted VoIP system means your staff can communicate for very little cost, and you can equip them with the business grade fully featured phones service they need to support modern day communications.

4. EXPANDING INTO NEW LOCATIONS IS SIMPLE

Things can change quickly in business.

Meeting the needs of a fast changing client base requires a degree of agility that traditional phone systems just can’t deliver. Fitting out your new site with dedicated fixed lines and a traditional phone system can take months, which is frustrating when you need to get your staff up and running quickly.

Success depends on being able to upscale as soon as your business needs it without compromising the high levels of customer service that is expected.

On day one, your VoIP phone system may be supporting just one new homeworker in one new region but that’s a situation you want to build on quickly. VoIP means that new customers get the professional level of customer service they expect from the first day you set up in a new location, and continue to experience it as you grow, move and expand.

5. THE MOST ADVANCED SERVICES COME AS STANDARD

With hosted VoIP, the most advanced calling features come as standard

Most companies discover they don’t have advanced calling features the hard way, when they try to use something like three way calling, conferencing or call forwarding only to discover that these services are bolt-on extras they don’t have and don’t know how to get.

With hosted VoIP from Frontier, most features come as standard, and when new services come along, they’re typically included too. They’re always easy to access, change or manage, and if you need a hand, your support team is only a phone call away.

Download our VoIP Solutions brochure

A message from Peter Southgate

peter-southgate-profileWelcome to the autumn edition of the Frontier Voice and Data Newswire.

I hope that you’ve had a great summer. Post-Brexit, the country seems to be in an optimistic mood and here at Frontier we are too.

Our Olympic and Paralympic teams are living proof of the positive results that can be achieved with proper investment, hard work, genuine encouragement and the implementation of proven systems. Success breeds success. And where does success start? With belief.

I like to think we’ve got the same successful mindset at Frontier. We’ve certainly got the belief!

I’m excited about where our business is going, and it makes me proud to see, every day, the positive results of our investment, in our people, in our customers, and in our products.

As part of our investment we continue to recruit industry-experienced professionals to add to our expertise. This month, we are delighted to introduce Derrick Vernal as our new Service Director. This is a newly-created role to bring greater focus to our Provisioning and Technical Support teams in providing first-class service and support to our customers.

Last month we established a dedicated Customer Support Team, focused on supporting the needs of customers.  Full details of the team members are enclosed.

We’re expanding our product portfolio to better meet your business needs.  For example, we can now provide you with business electricity and gas at industry-beating rates.

Just send us a copy of your most recent bill and we will provide you with a no-obligation quote, usually within one working day. Even if your current agreement still has a few months to run, you are still able to fix the rate now to ensure you enjoy the competitive rates on offer.

Did you know that if you do not cancel or re-negotiate your current agreement prior to the contract end-date, you will automatically go onto your supplier’s standard rate, often at a premium of up to 40%?  So beware!

We have also negotiated some excellent new tariffs with our mobile suppliers so whenever the contract with your existing provider is due to expire, please don’t forget to ask us to quote.

For the third consecutive year, we sponsored the annual golf day of a local charity, First Step. This year we raised a record total of more than £11,500, which will be used to support children under five years old with learning and health difficulties.

On top of all this, I’ve been through my own personal physical challenge recently, a 100 mile bike ride to raise money for Prostate Cancer UK. It’s a cause that’s close to my heart and every mile was worth it as more than £4,000 was raised for this great charity.

Now the school holidays are over, the summer break is at an end and we are looking forward to an exciting and busy autumn.

Thank you for your continued support. Wishing you a successful last quarter of 2016!

Regards,

Peter Southgate
Managing Director, Frontier Voice and Data

Launch of new Business Energy Portfolio – MyEnergy

myenergy-logoOur Business Energy Portfolio is here!

Would you like to pay less for your gas and electric? Are you tired off high tariffs?

Well, Frontier Voice and Data’s new MyEnergy package may be the perfect solution for you and your business.

At Frontier we aim to help you find the best energy deals, either by obtaining discounted pricing from your existing supplier, or by searching the commercial gas and electricity energy marketplace to obtain the most competitive business energy prices from the UK’s best commercial energy suppliers.

We will research the energy market on your behalf to find flexible utility deals suited to your company’s needs, which could save you significant amounts of money every year.

What’s more, we will always contact you well before your renewal date to ensure you always enjoy the best rates available.

And best of all we handle everything, so you can focus on running your business!

To find out more about MyEnergy, please click here.

We’d be delighted to talk to you about your requirements, please call our team now
on +44 (0) 8000 92 62 32 or email 
alison.james@fvdata.co.uk

Introducing the new Customer Service Team

Our Customer Service Team has grown and now can be contacted via 0203 195 6606 or emailed at cst@fvdata.co.uk They can help with anything from an extra headset, new handsets or even a telephone system refresh, along with speaking to you about all the other services that we provide.

Working from our Essex-based head office, each member of the Customer Service Team brings a set of skills and way of working that totally complements each other.

This gives the team the breadth and depth of experience necessary to provide our customers with a top class level of service.

In the coming weeks, (if you haven’t already), you’ll be getting a telephone call from one of the team to arrange your annual account review.

They’ll go through your current services and update you on any new products and services that they think will be of use to you. If there are any changes coming to your business – new staff, moving premises, change of technologies, please let us know.

By speaking with the Customer Service Team, we will be able to help you plan and approach any change that happens within your business with full confidence.

michaelaMichaela is the glue that holds the Customer Service Team together.

She’s enthusiastic, bubbly and always cheerful! She’s been successfully looking after our customers for past three years.

She’s an expert at inter-departmental diplomacy and always makes sure that our customers get what they need, when they need it.

Michaela is a ‘people person’ and loves working in a customer facing environment. She’s unfailingly organised, and her role allows her to make use of her best skills as a facilitator.

She loves trying new things and together with her family spends her free time visiting new places, and going on adventures that have included mountain biking and scuba diving.

greggGregg is Mr Customer Service, and is the backbone of the team.

He’s been with us for over six-and-a-half years and has been a dedicated member of the Frontier customer services team since his first day.

His main responsibilities include managing customer’s product renewals, arranging customer visits and providing general product advice and account support.

He is in regular contact with our customers and says he loves the people part of his job the best. He has great attention to detail, and is almost unflappable. Gregg is a great sports fan and loves dining out.

kerrisKerris is a welcome new addition to the team. She has ‘World class service’ running through her veins!

Over the last five years Kerris has gained extensive customer relations, consumer consultant and administration experience within internationally renowned companies all of which demanded extremely high levels of organisation, problem solving and sensitivity.

Her main responsibilities are managing, interpreting and disseminating customer information within the team; providing extensive support across all areas and managing specific service-related projects.

When she’s not working, Kerris is an enthusiastic and experimental cook, she enjoys dining out, exploring new places and watching her beloved West Ham!

Emily is the newest member of the team and joins as a Customer Support Advisor.

Having completed a Master’s degree, she has worked in a customer facing environment for the last two years. Her mature approach and ability to deal with a variety of situations made moving into a Customer Support position a natural step. Emily is relishing her new role and is applying herself with professionalism and enthusiasm.

A fast learner, Emily is quickly gaining knowledge about Frontier, our products and our customers. She is undergoing a comprehensive training course and is already successfully employing her new skills in her work. She enjoys meeting new people and learning all about the industry.

In her spare time Emily enjoys watching wildlife and true crime documentaries, playing tennis, and is into fashion.

Frontier appoints talented team member to new Service Director role

derrickWe’re delighted to welcome Derrick Vernal as our new Service Director.

Derrick has been in the telecommunications industry for over fifteen years. Working as Global Services Manager for the last six years, Derrick joins us from Colt Technology Service, bringing with him over a decade of experience heading up Customer Service teams.

He has a wealth of management and service expertise in the telecoms and technology sector, together with a deep understanding of customer’s needs.

He will be responsible for the development and coaching of our Order Management and Service teams, reviewing and developing change management processes and executing strategic operational plans.

“I’m very happy to be joining Frontier at such an exciting time,” said Derrick Vernal, “My focus is to lead our teams into the next successful phase of growth and development.”