Introduction
1st Call, a leading telecoms provider, specialises in delivering advanced communication solutions to high-demand clients, including GP surgeries and schools. As a rapidly growing company, they recognised the need for a more advanced telecom platform to meet increasing customer demands. Luminate Wholesale’s robust and flexible services made it the ideal partner for 1st Call’s next phase of growth.
Challenge
1st Call was dealing with an aging telecom platform that struggled to meet the needs of modern customers. Their prior system lacked critical updates, such as the absence of a call-back feature, a mandatory tool for clients like NHS surgeries. Additionally, the platform did not provide adequate reporting, smartphone apps, or user-friendly portals, which hindered their ability to offer comprehensive, cutting-edge services.
The limitations of the platform also hindered 1st Call’s ability to differentiate themselves in a competitive market. As their customer base grew, particularly in sectors with high demand like healthcare, the need for a flexible, modern telecom platform became urgent. 1st Call needed more than just a white-label solution; they required a fully customised platform to build their brand identity and provide top-tier services.
Solution
After learning about the Luminate Wholesale offering, 1st Call transitioned to the Luminate platform. The new system featured several key enhancements, including:
- A call-back feature that addressed the NHS’s mandatory requirement.
- An intuitive smartphone app that was reliable and branded specifically for 1st Call.
- A user-friendly portal allowing customers to access critical services in one place, including call recording and flow analysis.
- Improved reporting and war board features to better manage high-demand clients like GP surgeries.
Luminate Wholesale went beyond simply white-labelling a telecom platform for 1st Call. Instead, they collaborated closely with the team at 1st Call to create Infinity, a completely rebranded, standalone telecom system designed specifically for their business needs.
Key aspects of this solution included:
- Custom Branding: Luminate worked with 1st Call to develop their new telecom brand, Infinity, a name chosen to signify the limitless potential of their service offering. The platform was fully branded, including all customer-facing interfaces, smartphones, and handsets, with the Infinity logo prominently displayed.
- Bespoke Platform Development: Rather than offering a standard white-label solution, Luminate built a tailored platform from the ground up, giving 1st Call full control over features and functionality. The Infinity system was customised with advanced features such as the essential ring-back service, enhanced call flow analysis, and a robust smartphone app.
Integrated Marketing Support: As part of their partnership, Luminate provided comprehensive marketing materials branded for Infinity. This included brochures to enhance the new platform’s identity and market appeal.
Results
Since the launch of Infinity, 1st Call has transformed their service offering and strengthened their brand presence in the market. The custom platform has allowed them to:
- Enhance Customer Satisfaction: The platform’s ease of use, coupled with advanced features like ring-back, call flow analysis, and an integrated smartphone app, has led to improved customer satisfaction. GP surgeries, in particular, have praised the system’s ability to manage high call volumes efficiently.
- Strengthen Brand Identity: The Infinity branding has provided 1st Call with a distinct identity in the market, making it easier for them to position themselves as a premium telecom provider. The fully customised and branded handsets and smartphone apps have also reinforced their presence in clients’ operations, driving brand recognition and loyalty.
Quotes
“The Luminate platform has transformed the way we operate. With the call-back feature and reliable reporting, we’ve been able to offer a far superior service to our high-demand clients.“
1st Call