Block chief on how Industry unites as he got to ‘where all thousands relish Awards the action is’ p30 live stream p44

VOL 25 ISSUE 6 NOVEMBER 2020 www.comms-dealer.com

Powered by initiative. Fuelled by innovation. 0800 840 6800

ADVERTISEMENT ADVERTISEMENT THE HEARTBEAT OF THE UK ICT INDUSTRY

BE BIGGER, BETTER, MORE PROFITABLE. Powering your potential

Managed 3-8 Communication Industry News Channels Catch up with Voice, Email, Chat, Social events in comms (Twitter/Facebook/WhatsApp) & Business Apps

Your customers’ needs 10 are changing Mark Hickey Are You? Tribute by Daisy’s Matthew Riley 12 Channel poised Insight Session Why adapting to full fibre is key

28 for influx of PE Christmas isn’t Interview THE comms sector is set for unprecedented levels of investor and M&A activity cancelled in the Viegli boss on his as PE players scramble for a slice of the vibrant ICT channel’s ongoing growth channel... move to distribution potential and ever entrenching credibility. We’re giving you the best of both worlds. that had never invested in the PE’. “Resellers have been the The SPECIAL REPORT Comms Dealer 36 comms industry before. forgotten niece, but they are Sales and Marketing Investors are rushing to buy into “They suddenly recognised becoming a vibrant and exciting Business Profile Awards and a Christmas the fast moving comms chan- the resilience of the sector. part of the economy with lots of celebration rolled into the Tang outlines values nel armed with significant fire- “Everyone wants recurring growth, and growth is the key to virtual party of the year. before profit vision power and it’s full steam ahead. and mission critical revenues, everything,” he stated. “Private equity has so much so valuations are strong, and PE “We are entering an exciting December 10th on a dry powder,” stated Megabuyte backed businesses are getting time and the era of remote work- screen near you. 52 Chief Analyst Philip Carse. into the M&A game and major ing means we are not tied to hir- It’s going to be a cracker! “Valuations have held up, buyers are now returning to the ing expertise within a commut- Register now at: Comms People and there are new investors M&A fold.” able distance. This is a chance to cdsalesawards.com This month’s looking at the telecoms sector. FPE Capital Managing Part- upgrade people into this sector. HEADLINE SPONSOR movers and shakers “One CEO of a PE-backed ner David Barbour (pictured) We all need to get this segment business said recently he’d noted that ten years ago resell- really driving.” been approached by three funds ing was ‘a near dirty word in Full story on pages 16-25

ACHIEVE YOUR GOALS WITH 9 www.comms-dealer.com CD Strip_01.18.indd 1 A BPL BUSINESS MEDIA PUBLICATION18/12/2017 11:23 PacketFront We make running networks simple

Our software provides Carrier Networks and AltNets with a distinct competitive edge by automating their business processes to drive efficiencies. With our scalable network orchestration solution, designed to support complex, multi-vendor networks, we support every business model in a platform built to support growth and help ambitious businesses thrive.

Get in touch — email us at [email protected]

PacketFront CD inside front cover - final.indd 1 29/10/2020 13:07 INDUSTRY NEWS

EDITOR’S COMMENT Air IT snares plan.com AS IS THE case across the world, the channel and UK refinances plc have been rocked by Covid-19, but for the channel it could a case of emerging acquisitions for growth into a potentially better place, as market adjustments prove AUGUST Equity Partners A NEW phase of growth beck- backed Air IT has strengthened ons plan.com following a refi- Stuart Gilroy propitious and macro industry change factors such as the its influence in key regions nancing deal co-arranged by 2025 PSTN switch off come ever more into play. Perhaps, following the acquisitions of Barclays Corporate Banking ironically, many businesses operating in the channel and London-based IT MSP Netstar and Santander Corporate and across the nation are more unified despite the dispersed UK and Birmingham located Commercial Banking. nature of working from home, gelled by peoples’ greater MSP Microtrading. The deal aims to enhance use of collaboration technologies which bridge physical The financials of the deal plan.com’s SaaS platforms such space in an instant. Zoom calls have quickly become were not disclosed. as my.plan, develop its hosted naturalised by users and the sense of being distant that Air IT has doubled in size offering and support the compa- was initially felt no longer applies so much, as people over the past nine months and ny’s acquisition strategy. are pretty much in the room with you and it is BAU, like Netstar and Microtrading Neil Kelly, Chief Financial with a little more focus and therefore more meaning. has maintained organic expan- Officer, commented: “Comp- Such instances of enhanced collaboration were sion, delivering over 20% year leting this transaction via a epitomised at last month’s Comms National Awards on year growth, jointly serving completely remote process, event which, despite its virtual nature, generated a wave over 800 clients. during a global pandemic, is of channel interest, unity and togetherness not seen “Since the August Equity John Whitty a positive indicator of market before in celebration of industry excellence, all reflected Partners investment the team confidence in our sector.” in a barrage of social media activity that perhaps would has been hunting for solid busi- Andy Penlington and Neil Greg Doran, Northern Head not have been so intense and pervasive should the nesses,” said Air IT CEO John Marlowe, the joint MDs of of TMT for Barclays Corporate event have been staged as normal (see page 44). Whitty. “Netstar and Micro- Microtrading, added: “We have Banking, added: “Despite the That Covid-19 has accelerated digitalisation and trading are both capable, suc- spent almost 40 years devel- challenges we’ve been able to unlocked latent potential is an understatement. The cessful and exciting businesses oping and growing our busi- structure a deal to support plan. pandemic has got people thinking about moving with talented teams, which will ness into a successful and agile com on its growth journey.” forward in a different way, rather than returning result in the doubling of staff to organisation, and the time is The Isle of Man-based tech to pre-pandemic modes of operation. Whether this 140 people. right to take the next step and and platform provider was is enough of a spur to help the industry meet its “These acquisitions rep- allow our customers to benefit ranked number one in the 2018 2025 targets is another matter. More tangible is the resent the first step towards from our significant joint capa- Sunday Times Tech Track 100. release of enhanced potential across the board and achieving both our organic and bility and technical investment. in contexts that until now we did not imagine. acquisitive goals which is sup- “The Air IT values and cul- ported by a strong and mature ture are close to those already Stuart Gilroy, Editor pipeline of similar deals.” present within Microtrading, Founder and MD of Netstar which will make the integration Mit Patel added: “Our clients of the businesses much easier.” • WHY resistance to establishing a policy of organisation-wide will benefit from a broader ser- disruptive thinking could pose a risk to the long-term sustainability Got a news story? email: vice portfolio, including cyber of your business – see page 38. [email protected] and BI solutions.” Neil Kelly Viegli Voice Pay As You Go Hosted Telephony Built on Unify’s industry leading OpenScape Business S Platform

Perfect for businesses with 5-1500 users. Unlike other offerings your private cloud solution sits on your own dedicated server. Connects via from only the public internet or by IPSEC VPN.

Integrated Unify Openscape Business UC applications and optional £4.50per month integration to MS Teams. Viegli Voice is your perfect mobility solution. Pick and mix user licences as you see fit. Low risk and competitive pricing / Award winning UC platform CONTRACT Absolutely NO fixed term. Billed on a 30 day rolling contract. Simply return the handsets (if any) and walk away at any time. Get in touch... Call us on 01480 274 900, or email us at [email protected] www.comms-dealer.com COMMS DEALER NOVEMBER 2020 3 INDUSTRY NEWS

NEWS ROUNDUP FPE backs Pragma sets NEWS ROUNDUP OLIVE CEO Martin Flick has KONFTEL UK Sales Director been named as one of LDC’s key SaaS Jeff May has swung a Top 50 Most Ambitious spotlight on the emerging Business Leaders for 2020. hybrid nature of video Flick joined Olive in 2013 firm MBO up digital biz solutions which he says will when the firm turned over become prevalent over the £10m and employed 40 MANCHESTER-based CCaaS coming months. “After the staff. “In three years we got specialist MaxContact has initial explosion of home to £30m and 150 staff,” he undergone an MBO led by working practices we expect stated. “Olive has pivoted CEO Ben Booth and backed by to see major growth in hybrid from a mobile phone business growth investor FPE Capital. video solutions suitable for to one of the UK’s fastest Booth and the management boardrooms and huddle growing managed cloud team developed the MaxContact rooms and also dedicated communications providers. SaaS contact centre and CX Tim Brooks and Will Morey home working environments,” I have a burning desire to platform and each invested he stated. “Covid-19 has realise Olive’s potential and alongside FPE. A NEW business set up by “Founding Candio enables shown that some people build an international player. The company has a strong Pragma provides resellers with us to focus on this part of the want to work permanently It’s about being big enough to presence in the BPO, financial a single resource for digital ser- business,” he commented. from home, others prefer change the market dynamic.” services and utilities verticals. vices and capabilities. “The growth we have seen the office while many want The company will announce FPE’s backing is the first According to Pragma MD has been explosive as digital a mixture of both. Hardware a number of acquisitions outside investment in the busi- Tim Brooks demand for white services are more important and software that ticks over the coming months. ness and sees a full exit for the label digital services is increas- than ever to resellers and end the boxes across all three founder family shareholders. ing, prompting Pragma to con- users seeking to digitally trans- categories will accelerate FIVE gongs have been Lars Pedersen, CEO of solidate its digital portfolio form their business.” much further forward.” scooped by high flyers in FPE investment Questionmark, in one place, including Web the channel billing world, has joined the board as Non- Listings which has proved espe- A BPL Business presented at the inaugural Executive Chairman. cially popular. Publication National Billing People Booth said: “FPE has experi- Commenting on the new BPL Limited Awards staged virtually by ence in technology, SaaS in par- company, called Candio, Bro- Highbridge House, 93-96 Oxford Road, Uxbridge, Middlesex, UB8 1LU, United Kingdom industry body Billing People. ticular, and we will accelerate oks stated: “Candio’s digital T: 01895 454542 F: 01895 454413 Editor: Stuart Gilroy “The work carried out by our product roadmap and invest services help resellers to gen- Subscriptions [email protected] 07712 781 102 Subscription rates for 12 issues: billing teams is essential in go-to-market capabilities.” erate a recurring stream of rev- UK, £65; Overseas:£80 (incl p&p) Publisher: Nigel Sergent Back issues can be obtained: both to compliance and David Barbour, Managing enue. We have a dedicated team [email protected] 07712 781 106 UK £6 (incl p&p), Overseas £10 each (incl p&p) customer satisfaction – the For subscriptions please call 01635 588 869 Partner at FPE, added: “The in place and a roadmap of new Managing Director: Michael O’Brien channel could not function Views expressed in this magazine are not case for brands to improve their services, all designed to enable [email protected] 01895 454 444 necessarily those of the publishers. No part of this publication may be reproduced without the without them,” commented customers’ experience and scale resellers to boost their recurring Sales Director: Simon Turton express written permission of the publishers. Vincent Disneur, MD of their own operations by moving revenue and margins.” [email protected] 01895 454 603 All trademarks acknowledged. Photographs and Union Street Technologies, to a cloud native solution such During the lockdown Pragma Production: Frank Voeten artwork submitted for publication accepted only which was Platinum [email protected] on the understanding that the Editor is not liable as MaxContact’s is proven. saw digital services grow by for their safekeeping. sponsor of the online event. “We will be supporting Ben over 600% as resellers looked Circulation 01635 588 869 © 2018 BPL Business Media Limited. Collecting awards were and the management team in to provide services that could be ISSN 1366-5243 Printed by Pensord Limited Glemnet, Pragma, Lily, capitalising on that trend in the sold and implemented remotely, Member of the Audit Bureau of Circulations ABC total average circulation 15,300 (Jan-Dec 2019, 12,380 print, 2,920 digital) FourNet and Virocom. coming years.” See page 22 noted Director Will Morey.

Contact Us Today:

01344 524 401

contentguru.com

Engagement made easy Support your customers with flexible working using Europe’s leading Cloud Contact Centre solution.

4 COMMS DEALER NOVEMBER 2020 www.comms-dealer.com INDUSTRY NEWS

New investor NEWS ROUNDUP EASTBOURNE-based Lighting Fibre’s local FTTP roll out is set to speed up following investment from Foresight Tired of hunts targets Group. The full fibre provider will kick off the next phase of deployment in Eastbourne sharing your and Hastings as part of plans to serve 100,000 homes and businesses. Lightning Fibre COO Ben bandwidth? Ferriman commented: “With funding now secured we can accelerate our build programme, providing multi- Kids games gigabit full fibre broadband updating—again to everyone we pass.”

Andrew Harman BDR Group Chief Executive Bahman Rahimi has been AN INVESTMENT firm set up Harman. “The financial muscle ranked among LDC’s Top 50 Someone by former Annodata execs Joe behind us means we have the Most Ambitious Business streaming another box set Kelly and Andrew Harman is ability to move rapidly when Leaders for 2020. BDR has targeting IT services, security, we spot the right opportunities.” grown its turnover from telecoms and managed print Strive has already secured a £8m to £30m in three years businesses seeking monetary share acquisition of education and Rahimi has set his and advisory support. sector Apple reseller Academia, sights on achieving £100m The company, called Strive landing a 75% stake. turnover within five years. Actually Capital, is also on the hunt “Having acquired a major The company counts global working! for acquisitions to advance its shareholding in Academia we retailers among its customer ‘aggressive’ growth strategy. see huge potential to signifi- base and during the early “We are passionate about cantly enhance its managed ser- stages of lockdown it secured technology, as well as creating vice offering into complemen- a significant NHS IT contract, new jobs and opportunities for tary product lines and markets,” supporting five hospitals in individuals ­– particularly at this added Harman. Kent. Rahimi commented: challenging time – therefore we “We delivered the work Got a news story? email: are seeking majority or signif- problem-free. That was one [email protected] icant minority positions,” said of my proudest moments.” Regulations drive demand

Working from home has quickly for telematics and tracking become the new normal. But using CHALLENGER Mobile Com- remote systems means it’s not munications is gearing up for always been an easy ride. With the introduction of London’s Virtual1, you can offer your customers Direct Vision Standard (DVS), secure, business grade connectivity, adding Trakm8’s telematics and so they can have the experience of vehicle camera portfolio to its being in the office—at home! fleet management solutions. The new standard will Contact us today and we’ll help get you require the majority of HGVs started with a ready-made campaign driving through central London tool kit. to add additional sources of indirect vision to avoid fines. Jeff Eamens “Similar regulations are expected to come into force commented Challenger MD of our business. Now we see in other cities and regions in Jeff Eamens. “Challenger has great potential for growth in the future, increasing the impor- offered tracking services for this sector, given the efficiency, tance of fleets having a robust many years but this has always safety and reliability gains such set of telematics solutions,” been one of the smaller parts systems can offer.” To advertise in [email protected] | 0344 884 0800 contact The Sales Team on 01895 454411 www.comms-dealer.com COMMS DEALER NOVEMBER 2020 5

Final_Comms Dealer_Sep 2020.indd 1 11/09/2020 14:40 INDUSTRY NEWS

NEWS ROUNDUP Aid for IT-lite Ricoh seals Sabio ups STRATEGIC Imperatives has added a SoGEA provisioning MTI Tech’ Genesys capability to its CPconnect unified provisioning gateway. “With the Openreach kid learners acquisition partners PSTN and ISDN switch off planned for 2025, service RICOH’S presence in the providers face a challenge to European IT services market migrate an average of 50,000 has been strengthened by the customers per week to VoIP- acquisition of solutions provid- based products,” said MD Wail er MTI Technology. Sabbagh. “Since traditional MTI has three sites across connectivity methods and the UK and for the past 20 years telephone lines will no longer specialised in cyber and data be supported by this date, security, data centre modernisa- Jonathan Gale SoGEA provisioning is an tion, IT managed services and important steppingstone IT transformation services. HORIZON Capital backed for service providers to The company employs over Sabio’s multi-vendor capabili- transition their customers 200 staff and will continue to ties across EMEA have received to standalone broadband operate under its existing name. a boost following its acquisition products without traditional According to MTI’s CEO of Anana, a Genesys partner. line rental. SoGEA will shake Martin Saunders Scott Haddow the deal will ben- Anana was established in up the UK telecoms market.” efit MTI financially and posi- 2001, operates out of offices A SCHEME to provide IT-lite cannot afford IT equipment to tions it in the global market. in the UK and South Africa, OAK Innovation’s Clarify school kids with technology support their children studying “Our mission is to help has over 100 employees and recording and speech that will enable them to study at home. These disadvantaged customers accelerate digital holds Genesys Engage, Cloud analytics solution has from home has been launched children are missing out.” transformation by modernising and AppFoundry accreditations. been adopted by Techland, by Highlight Product Director Despite the work of their IT systems and refining IT “This is an important acqui- providing Microsoft’s Graph and Horley Town Councillor Highlight, many children in operations with security assur- sition that builds on our ear- API integration. Gareth Martin Saunders. Horley and across the UK are ance as standard and privacy by lier addition of two Genesys Nunn, Sales & Partnerships at He is seeking volunteers left without the facilities to design,” he stated. “Becoming a partners – Coverage Group Techland, said: “Recording is to spread the Level Up appeal properly further their education. Ricoh company means we can in France and Team Vision in an essential business tool for which has received 180 donated Saunders hopes volunteers take this to the next level.” Spain – to position Sabio as a many organisations. Clarify laptops (at the time of writing) will come forward to take the Ricoh Europe CEO David key Genesys partner in Europe,” will help partners to address a from businesses and individuals project to other areas. Mills stated: “This acquisition said Sabio CEO Jonathan Gale. wider range of opportunities for disadvantaged children in “We are making great prog- enables us to expand across Chris Woodward, Anana’s driven by Microsoft Teams and Horley to keep permanently. ress and the generosity of every- EMEA and to build on our com- CEO, added: “As part of Sabio Clarify recording adoption.” “The ‘new normal’ for one involved has been over- petences in data centre transfor- we’ll be taking advantage of the William Emm, CEO at Oak school children today and in the whelming,” he said. mation, cyber security and other latest cloud and AI innovations Innovation, added: “We look future includes the flexibility “However, we’ve some way IT transformation offerings.” to help our customers deliver forward to addressing the to learn at home using online to go to ensure that every child high value, personalised experi- Got a news story? email: growing market for flexible resources,” stated Saunders. has access to the technology ences at scale across human and [email protected] working solutions together.” “Unfortunately, some families they need.” digital touch-points.”

Help customers to invest big and pay small with Low-start Lease Offer your products on our new 'Low-start Lease' to enable UK businesses to invest in the latest technology and protect cashflow.

Through our Low-start Lease, customers can pay as little as £50.00 a month for the first 6 months before regular payments start, whilst you receive cash in full upfront.

Discover our award-winning services: 01827 302 066 www.shireleasing.co.uk/commsdealer

Finance for business use customers only. All finance is subject to credit status, approval, terms and conditions. Shire Leasing PLC is authorised and regulated by the Financial Conduct Authority for certain types of consumer credit lending and credit related activities that are regulated under the Consumer Credit Act 1974 and by the Financial Services and Markets Act 2000. 6 COMMS DEALER NOVEMBER 2020 www.comms-dealer.com UNLOCK DIGITAL TRANSFORMATION WITH SOGEA SOGEA – the Single Order Broadband Solution – available now for DWS partners Prepare your customers for the PSTN withdrawal with future-proof connectivity and protect your revenues with an expanding product set of over the top services.

> Available to 28 million UK premises > Superfast broadband-only service > Open the gateway to full IP Telephony > Simple to sell, deploy and support with flexible terms

Connectivity | Mobility | Voice | IP Communications | Cloud | Product Supply

CONTACT US TODAY

t. 0330 100 1233 | e. [email protected]

digitalwholesalesolutions.com

Digital Wholesale Solutions Comms Dealer Sept20.indd 1 24/08/2020 15:50:56 INDUSTRY NEWS Scottish firmLeeds reseller Strategic partners pocketed by drives growth Transatel A NEW module added to Strategic Imperatives’ SaaS bill- ing platform (Elevate) enables Focus Group providers to monetise connec- tivity and digital services and BOWMARK Capital backed Finance during lockdown. In streamline their processes. Focus Group has strengthened July Kerv merged three busi- The launch follows a link up its presence north of the bor- nesses with private equity back- with Transatel (NTT Group) to der following the acquisition ing to bring a new player to provide integrated billing for of Glasgow-based Resource the market. And Knight advised the fast growing MVNO and Telecom Group. Union Street on its merger with IoT market. The Scottish firm also has Aurora in early September. By integrating with Tran- an office in Edinburgh and was Zoldan added: “With the satel’s cellular connectivity plat- founded by MD Graeme Edgar exception of the first few weeks form for MVNOs and IoT pro- in 1997. of lockdown, buyers, investors viders, Strategic Imperatives’ Knight Corporate Finance and funders have remained as new MVNOconnect module advised the shareholders of hungry as ever for deals across offers service providers a real- Resource Telecom, its eighth the channel. Jonathan Marsden time and cloud native billing deal in the last six months. “Six of the eight transactions and provisioning solution. “The robust nature of ICT we delivered over lockdown LEEDS-based communications tect the business at the height of Transatel has 170 MVNO businesses, generating high lev- involved a PE sponsor, showing provider The Technology Group the storm. The new contracts are launches across Europe and els of recurring revenue has the confidence in the channel has added 4,000 new users in an encouraging sign of business offers UK providers an ‘MVNO resulted in strong competition from the investment community the last quarter, a 27% growth confidence recovery. in a box’, providing real-time and maintained valuations,” where we are seeing strong cash for its core platform during the “With remote working look- control on the EE network, stated Adam Zoldan, Director at generation and growth pros- Covid-19 restriction period. ing set to be the new norm for global cellular connectivity ser- Knight Corporate Finance. pects result in ICT assets being The deals made in the last many businesses either full time vices, authentication and net- According to Edgar, leverag- highly sought after.” four months take the usership of or partially, companies need to work management. ing the expertise of the boutique Knight Director Paul Bill- its 3CX managed services uni- make sure that their telecoms Strategic Imperatives Chief adviser for the technology and ingham said: “With over 120 fied communications platform and video conferencing plat- Operating Officer Tim Sayer telecoms industry was key. transactions under our belt we to in excess of 20,000 users forms are fit for purpose. commented: “MVNOconnect is “Knight delivered a num- continue to work with entrepre- globally, expanding its client “That includes integrated available as an optional module ber of strong written offers and neurs in the tech and telecoms footprint into Switzerland and and reliable video conferenc- to users of Elevate and requires negotiated a deal that met our sector. The ICT channel des- The Philippines. ing as well as giving all users no upfront infrastructure or aspirations financially,” he said. erves huge praise for its dyna- CEO Jonathan Marsden the ability to make and trans- development investment.” The transaction follows two mism and flexibility in keeping commented: “The early stag- fer calls from the office phone Got a news story? email: particularly high profile deals the UK open for business.” es of lockdown saw us taking numbers from wherever they [email protected] managed by Knight Corporate Special Report – page 16 some difficult decisions to pro- are, on whatever device.”

8 COMMS DEALER NOVEMBER 2020 www.comms-dealer.com Transform the way your customers work

My app allows users to harness the power of mobility, enabling businesses to benefit from cost savings and increased productivity.

Find out more about becoming an accredited partner - [email protected]

iameve.co.uk

eve_CD Ad_11.20.indd 2 27/10/2020 11:14 Mark Hickey: A tribute by Daisy Group Chairman Matthew Riley

ark Hickey, one of the original members of the Daisy team Does your billing Mwhich laid the foundations for the business it is today, died on October 28th hold you back? following a long battle with prostrate cancer. Daisy Changing your billing system can be the Group Chairman Matthew Riley penned these words release you need to grow your business. in tribute to a colleague and friend, which we are • If you have ideas that will put you at the forefront of pleased to publish in full... the industry Mark Hickey • If your billing system is the same as your competitors “I write this with great sadness over the loss of a One of his beliefs in life was that kept him going, his • Fed up with talking to fi rst line support and feeling like close friend and one of the the importance of being children and hope. Otherwise ‘just another customer’ original members of the authentic with people, saying to face another day would • If you want a billing partner that puts your interests fi rst… Daisy team. Mark fought a what needs to be said and have been tough and I know brave and strong battle for never trying to be something how many days he must then now is the time to act. 12 years, but the cancer he wasn’t. He always kept his have had like that. Now my At Symbiant we have been providing bespoke billing and would not allow him to get sense of humour and even hope is that he rests in peace related systems for the past 20 years and pride ourselves better. He took each day in the last few days when knowing he did all that he on delivering exceptional support to our clients. in his stride, never really I last spoke to him, he was could and that his wife Karen complaining, always hoping laughing and joking about and children will be fine. that the treatments would football which was one of prolong his life so he could his many passions in life. “I know Mark made many Want to fi nd out more? continue to enjoy watching friends across the UK his family and friends for a “My friend was loving telecoms market, no doubt bit longer. This was my hope and real. He was a loving sharing many good times and [email protected] too, and I would have given husband and father to his lots of laughter. I know you 01227 455002 anything to take this terrible three children and laid a will all join me in sending Symbiant-technologies.com disease away from him. strong foundation for them. our deepest condolences The many people who to Mark’s family.” “Mark was the strongest know Karen, his wife, and man I have ever known, his children will watch over Daisy Group has set up a both inside and out, he was them, as Mark is, and make Justgiving page to raise funds a loyal and wonderful friend sure that they have a great for research into prostate to me and many others, life, full of his values and cancer. If anyone would like not just inside the Daisy wishes. Lastly, his magnetic to make a donation and Group but outside as well, charm will be missed by send a note to the family supporting me for over 18 all who knew him. the link to the page is: years with his unbridled work https://www.justgiving.com/ rate and sales charm. He “During Mark’s illness, I know fundraising/in-memory-of- SymBILL | SymPULL | SymPUSH | SymCLOUD | SymPORTAL really was a force of nature. that there were two things markhickey n

WE GIVE OUR CLIENTS MORE To advertise in contact The Sales Team on 01895 454411 10 COMMS DEALER NOVEMBER 2020 www.comms-dealer.com

SYM Comms Dealer 86x296 Oct2020.indd 1 16/10/2020 09:39 Help your customers stay safe with video conferencing

Jabra PanaCast Engineered to be the world’s first intelligent 180° Panoramic-4K plug-and-play video solution*

* See facts at jabra.co.uk/commercial-claims SPECIAL REPORT Why adapting to full fibre is a strategic priority

Enabling the Covid-19 home working shift in remarkable timescales could justifiably be seen as the making of the UK’s comms sector. But the challenge of driving full fibre adoption may be the ultimate test as the 2025 PSTN switch off and all-IP comes into clear view. During an online Insight Session hosted by Comms Dealer in association with BT Wholesale last month, our panel of experts untangled the new product adoption challenges and provided a strategic view of where the channel really needs to be.

ll the industry customers, helping them SLA. I’m looking forward knows it has to to navigate that journey. to Openreach coming to break loose from Focusing on solutions the fore with something the PSTN and that enhance continuity that is more befitting to Atraditional models soon, so and help resilience will be the business community. resellers should not deny critical, and full fibre clearly themselves time to consider has a key role to play.” “One of the biggest the one certain engine of challenges I have is washing future growth – full fibre. Arguments in favour of my base on a regular basis “2025 is not far away resellers adopting full fibre to see whether a FTTP has when you think about what sooner rather than later popped up. I would like to is going to transform in are unassailable. Nothing see Openreach give us that the marketplace over that should dissuade any ICT data. On another point, period,” said Paul Beacham, reseller from the fact that we will be migrating a lot Senior Manager, Data only a FTTP strategy stands Paul Beacham of customers from either Networking, BT Wholesale. between them and the FTTC or SOGEA onto FTTP. eventual evaporation of I’d also like to see a smooth “So it’s about getting ahead their business, believes Sara We are fundamentally going migration process using of the curve and educating Sheikh, Product Lead for the same IP addressing the market on the multiple Data at Gamma. “It’s an to transform the business, the to make it as seamless as challenges that the industry existential issue,” she stated. services we offer and how we possible for the customer.” is going through. That also “If you’re not thinking about presents an opportunity to full fibre you could be out of offer them to the channel In developing a FTTP support channel partners the game. It’s important for adoption strategy we must through to the end resellers to be aware of this and we have been careful require a coherent channel of course reduce adoption and considered about our framework. But certain friction as much as possible. messaging so far. There will availability and process When adopting something be challenges, but it’s also a capabilities need to be quickly new it helps to lower the great opportunity to move fulfilled before resellers can barriers and for fibre there is away from selling products adopt full fibre at a time much work yet to be done to selling services and getting when deferring the decision as it is a very different beast. closer to the customer, and until later is becoming less “For a large percentage to really change how we of an option. “The current of FTTP circuits ordered its interact with users. Our coverage of FTTP across the actually a manual process, message to resellers is not UK is not enough for us and Ethernet is a higher to panic but embrace this.” to form a new strategy on margin product,” observed how we do business,” said Sheikh. “FTTP is a much Sara Sheikh Going all-IP is about new Vicki Rishbeth, Technical lower margin product and products and services and Director, Focus Group. the process doesn’t justify FTTP will help to build value and keep resellers in the driving adoption, which is a “And the current FTTP it. What happens when the game because you can’t use a copper service to provide complex and developmental product does not have what FTTP footprint and order the applications that most businesses need these days. process that will crucially I would consider to be a volumes increase? If we

th Thursday 10 December – Live on-line from London HEADLINE www.cdsalesawards.com SPONSOR

12 COMMS DEALER NOVEMBER 2020 www.comms-dealer.com SPECIAL REPORT Why adapting to full fibre is a strategic priority

don’t have that automation “The move to full fibre is key, needed to get to a full IP in place we will struggle.” but education is absolutely infrastructure,” he said. critical to make this work,” “On the question of where Resellers may also find added Barry Ward, Director we are now and where we themselves weighing the Disruptive Technology, need to be in five years time, incremental benefits of Wavenet. “The education there is a massive disparity adopting FTTP against the has to flow from the ISPs between the knowledge implications, including costs, and network carriers through and understanding resellers of change. “Some partners to the reseller channel and have and what is actually are slow to adopt new down to the end user. That happening in the market. technology,” commented is absolutely critical. We Jamie Gunnell, Connectivity could have a lot of people “Many channel resellers Product Manager, Node4. buying these services but not will have to change their “I remember trying to sell getting the performance they fundamental business IP over traditional analogue expected. Education is key.” models. We have partners Jamie Gunnell lines and ISDN when partners who sell PSTN and were making quite large Vital services connectivity aiming at the Removing copper from anyone’s network has got margins on those products. Comms resellers have always volume market. Going to be positive, and it is important to get partners There may be more features mattered to UK businesses, forward there is a great understanding what is happening in the market. and greater alignment to but perhaps never more opportunity to develop where things are moving in so than at this time as we a service wrap and offer the quality of delivery,” understand for all elements the future, but it was worth acclimatise to the Covid-19 bespoke services. How you pointed out Steve Barclay, of the channel so partners less to them in terms of pandemic and head towards differentiate is a hard game Managing Director, Networks, can manage that process margins. It’s different with the 2025 PSTN switch off to play, but there is an 9 Group. “There is too much on the customers’ behalf.” full fibre. Removing copper and an all-IP world. Yet the opportunity for providers and manual input and much from anyone’s network has scale of the challenge may resellers to change the model work to do be done to Among the big determinants got to be positive, and it is make things more efficient. of new technology adoption important to get partners are the benefits offered to understanding what is Comms resellers have always “As a society we expect resellers and users. A strong happening in the market.” mattered to UK businesses, things to be much easier to and receptive customer base access, and have information is an important factor, and, in We must consider the forces but never more so than now available at our finger tips, the main, the upsides derived that will determine the FTTP know our options and take from FTTP are flow benefits adoption process, and how not be fully appreciated, of how they work. In moving more control. Pushing as received during the life of the the channel can better drive believes David Palmer, Head to a FTTP strategy automation much as possible out to customer relationship. This uptake. This boils down to of Product Network Design, is key. But the systems are the edge in terms of the reflects an important reality: how FTTP is communicated Claranet. “I don’t think the not there yet. Automation service delivery and the end that RoI for resellers happens and the overall delivery realisation is quite there has to improve. How we user is key. You can still over time rather than ‘in the process, including education. about how much work is check for FTTP availability maintain that relationship: hand’. “The key is how full is very different from FTTC Ultimately it is about a fibre creates the foundations and quite a challenge.” service that is easier to Continued on page 14

It is actual FTTP diffusion that will ultimately determine the pace of adoption. But until many more premises are served and resellers can operate smoothly in the FTTP world it may contribute little towards driving digital transformation. Yet the case for FTTP considerations strengthens by the day, despite the channel being Vicki Rishbeth somewhat adrift on how to Barry Ward deliver on the promise. “The The current FTTP product does not have a SLA. I’m looking industry is in a transition You can’t sell connectivity, particularly full fibre, as a forward to Openreach coming to the fore with something phase of moving to new stand alone product. It has to be part of a deeper delivery that is more befitting to the business community. products but hasn’t resolved mechanism to make sure the solution works end-to-end.

CATEGORY SPONSOR Thursday 10th December – Live on-line from London www.cdsalesawards.com

www.comms-dealer.com COMMS DEALER NOVEMBER 2020 13 SPECIAL REPORT

Continued from page 13 come from – the continued Ward. “It has to be part of a to offer over the top relationship and partnership. deeper delivery mechanism to services,” added Beacham. Resellers will be effective make sure the solution works “For a wholesaler like BT in winning business and end-to-end,” he stated. “As Wholesale it’s about how maintaining customers with an aggregator we work with we expose those capabilities a good level of service.” many of the major ISPs and to customers in a way that we have to make sure that makes it easier to consume. According to Sheikh, this is operational excellence is Simplifying the process about more than securing instilled into our processes is a key aspect we are RoI. How resellers add value upstream and downstream. looking at from a portfolio could ultimately determine How you fit those together perspective and how services the survivability prospects and streamline that process are brought together.” of their businesses in an is an important challenge uncertain world. “For the in achieving operational Steve Barclay In becoming agents of channel there is a massive excellence, especially change and nailing their threat from the tech industry if you are overlaying The industry is in a transition phase but hasn’t resolved colours to the mast of FTTP being able to reach out to multiple services.” the quality of delivery. There is too much manual input and and OTT services, resellers’ customers directly, leveraging work needs to be done to make things more efficient. strategic foresight will be the ease of service they offer David Aldritt, Technology & rewarded, noted Palmer. and the low touch access Innovation Director, Highnet, The 2025 switch off portfolio of connectivity “Resellers need to look at they provide,” she stated. commented: “There is should therefore become solutions. With FTTP one of the additional overlay services “They have a lot of money a challenge for us all to the lodestar of all future the challenges we all have is they can offer, almost turning and funding behind them. understand how we build channel business strategies the geographic roll out and their business model on its those systems to optimal – which must include a our understanding of this will head and evaluating the “Operational excellence advantage. Today it is easy FTTP component, but not continue to evolve. Working value adds and services,” is where the channel can closely with Openreach we he said. “We are doing that add value on the support will get a clearer view of ourselves. People expect side. The channel knows The 2025 switch off should FTTP Professional and the more than just the network. its customers and has become the lodestar of all commercials which will be Now it’s about getting more relationships, and can specifically targeting the embedded in the customer, separate itself by providing channel business strategies business market. Ultimately, so we need to understand a personalised experience. the road to full fibre isn’t a them better to move forward If communication between to go to full automation be wholly dictated by full single initiative managed in and evolve that service.” the value chain can be and lose touch with what fibre, observed Beacham. isolation – there are many streamlined and automated is at the other end – a live “In the context of 2025 other market programmes The same approach applies then the channel is better customer running a live much of the talk is around over the next five years to resellers needing to gain able to support customers business. During that search full fibre and all-IP, with that will form part of a clearer view of their own and deliver the value add for improving our bottom a big focus on the PSTN the channel strategy. future business model, that would protect them line we need to get clever switch off,” he commented. believes Barclay. “We are from that external threat.” about how we also capture “It’s not just about PSTN, “At BT Wholesale I firmly moving into an era where customer data, understand there are a number of believe this is not just we have communication The magnetism of the customer and understand legacy services and access about evolving – it’s about as a service rather than connectivity, particularly channel partners.” technologies that will be transforming. I’ve been at hardware,” he said. “Service full fibre, determines that it retired. All private circuits BT for 20 years and this delivery is critical to building should not be sold as a stand The good news is that the for example, and legacy is the most exciting time long-term relationships with alone product, especially if it 2025 cliff edge deadline copper-based EFM access. I’ve experienced as we are customers. That’s where the is to fend off looming threats works in the channel’s fundamentally going to return on investment will to the channel, emphasised favour, as older competing “FTTP is clearly going to grow transform the business, the technologies will no longer in importance, but it should services we offer and how we be a barrier to the shift to be seen as part of the overall offer them to the channel.” n newer access technologies such as FTTP. “The pace of change is encouraging,” added Aldritt. “The roll out has been accelerating and it will continue to do so. The clear goal is the same for everyone – that the PSTN switch off is going to happen, we will get rid of copper eventually, and that ‘eventually’ is getting closer and closer. Having David Aldritt David Palmer those discussions and considerations internally The clear goal is the same for everyone – that the PSTN It’s about getting more embedded in the customer, so we and externally has to be on switch off is going to happen. We will get rid of copper need to understand them better to evolve services. the agenda right now.” eventually, and that ‘eventually’ is getting closer and closer.

CATEGORY SPONSOR Thursday 10th December – Live on-line from London www.cdsalesawards.com

14 COMMS DEALER NOVEMBER 2020 www.comms-dealer.com SPECIAL REPORT

More Session Insights...

Many organisations do not expect to go back to full office working, so business grade connectivity is required within homes. This is a tremendous opportunity for the channel. Full fibre has to be a key part of this. David Aldritt, Technology & Innovation Director, Highnet The biggest shift we have seen is to collaboration and this has implications on connectivity. As well as a dispersed workforce driving more bandwidth requirements you’ve got expandable and flexible GET UPFRONT security and measurement tools such as productivity – all underpinned by the connectivity layer. Barry Ward, Director Disruptive Technology, Wavenet COMMISSION We’ve seen massive uptake of Teams as our customers take a more unified approach. People are reviewing why they are in an office. We’ve looked at how we SELLING ENERGY are working and made some permanent decisions. Vicki Rishbeth, Technical Director, Focus Group Full fibre at the end of the day is plumbing. But that plumbing is absolutely critical and the quintessential part of any solution that a partner rolls out. FTTP will definitely help to build value and keep resellers in the game because you can’t use a copper service to provide the applications that most businesses need these days. Sara Sheikh, Product Lead for Data, Gamma Educating resellers on full fibre is part of our responsibility, and guidance is a key part of our strategy. We can’t let partners stumble through this. To build a strong channel you need to guide them. Steve Barclay, Managing Director, Networks, 9 Group There are more questions asked about FTTP and people are excited. But clients don’t really understand until we do the education piece, which is key to how we productise and position FTTP with the customer. Jamie Gunnell, Connectivity Product Manager, Node4 The way businesses are evolving and using these new technologies is a great opportunity for channel businesses if they move quickly and have a full fibre strategy built into their thinking. They are then equipped to give the best advice and be the trusted advisor. Steve Barclay, Managing Director, Networks, 9 Group The main challenges I see ahead of 2025 lie with other services running over the PSTN which are getting overlooked. If we migrate a service that has Redcare, a lift line or EPOS service for example, it’s not technology we supply or are trained for, but it will be our number customers call when things stops working. Vicki Rishbeth, Technical Director, Focus Group Full fibre, all-IP and channel partnerships will be critical to the future, and there needs to be flexibility up and down the channel to support new business models. Carla Barrow, Senior Sales Manager, BT Wholesale

SIGN A DEAL NOW & RECEIVE UP TO 5 YEARS OF COMMISSION WITHIN 60 DAYS!

Carla Barrow 08000 48480 [email protected] The UK’s No.1 magazine for voice and data solution providers www.comms-dealer.com COMMS DEALER NOVEMBER 2020 15 SPECIAL REPORT 15th October 2020

Last month’s Comms Dealer online ICT Investment Forum event (15th October) sponsored by Knight Corporate Finance and hosted by ICT entrepreneur and commentator Adrian Barnard put the spotlight on current M&A and investment priorities via an insightful agenda and a line up of industry experts. We hope that the special report that follows (pages 16-25) will help to give you a strategic advantage when planning ahead for your future. Redefining your value There are various ways of assessing your business, but perhaps the most important criteria are in terms of value and the ‘perception’ of worth, according to Knight Corporate Finance founder Adam Zoldan.

here is little doubt and services they offer, in terms of adding to its that the M&A which is reflected in the share price or market cap. fraternity have financial performance of This increases to $20,000 collectively brought the company. Another key for Toyota. But buying a Ta sharply honed interest question to ask is – how do Tesla for $50,000 increases and vitality to the idea of the products and customers its share price potentially multiples. But a seller’s affect performance and vice by £1 million, based on focus should be far more versa? The key to making perceptions of its ability to broad, says Zoldan, who this all work is the people deliver growth in the future.” pointed to six recent deals and the management team, completed by Knight especially if you are looking Returning to deal activity in ranging from six to nine x for inward investment. the communications sector, EBITDA. “As advisors we it’s business as usual for reinterpret EBITDA and look If a business owner gets all Knight. Significantly, the at revenue, non-recurring this right the perception of ICT sector is not focused on and extraordinary costs,” the business will be positive. proprietory technologies, it Adam Zoldan he added. “We look at run That perception can be is all about open and easily rate, how the performance subjective, but importantly accessible technology. And is today versus how it it can have an impact on software is IPR – all big was over the last year. We the multiple. “If you can Multiples are important, attractions for investors. consider work in progress, generate a great perception but don’t always believe Against this backdrop what’s coming down the of your business you will also there are two reasons pipe and how that will add generate much competition what you read – they can be for acquisitions, scale to a business. Multiples are in the process, whether an and expanding product important, but don’t always exit, investment or fund misleading sets and expertise. believe what you read – raising – that is worth they can be misleading. money,” stated Zoldan. this preoccupation reflects dynamics at work in the “But the real story of the another important reality car market. Tesla is small sector is PE which accounts “From an investor and “Other factors that will move that is often overlooked – compared to Toyota, for for approximately 90 per buyer perspective, among a reseller’s multiple include that of perception. Selling a example, but worth almost cent of deals,” commented the key attributes that will size. Typically, for a reseller business is a serious matter, double. “There has been a Zoldan. “We are aware of have an impact on the value falling between £0.5 million and the role of perception change of perception about six currently underway and of a business are of course and £1 million EBITDA we’re in achieving success cannot Tesla’s ability to deliver on another six that are likely customers. The profile of a seeing a multiple of circa six be over stated, noted its growth plans, which are to drop over the next six customer base will in large times. Once you get beyond Zoldan. He argues that the aggressive and reflected months. Most range between part determine the interest £2 million PE as a platform perception of growth that in its share price,” said 10 and 15 x EBITDA. When from certain buyers. There is investment gets interesting. a business owner could Zoldan. “It’s also reflected in you are planning your own no right or wrong. Also key is There is much competition generate in the future may different types of multiple. route ahead, don’t look over the product portfolio and the among PE investors for positively differ from growth your shoulder or concern expertise within a business.” companies of a reasonable already achieved, which Perception matters yourself with the activities of size. That’s when we start to is a pivotal and valuable “Instead of EBITDA, look at others. Take time to consider He noted that owners must see double digit valuations.” distinction to emphasise. the value per car multiple. your aspirations. Whatever know their elevator pitch Each car General Motors put they are there will be options and be able to articulate Multiples are too often To emphatically prove the on the road over the last that enable you to mould clearly the types of products the talk of the town, but point he cited certain value year was worth circa $6,000 your strategy.” n

th Thursday 10 December – Live on-line from London CATEGORY www.cdsalesawards.com SPONSOR

16 COMMS DEALER NOVEMBER 2020 www.comms-dealer.com WE’RE EMPLOYEE OWNED

Just over a year ago, Blizzard Telecom became Employee Owned. Trading since 2008, Blizzard has built up a strong partner base distributing a range of products and services including voice, data, mobile, Leverage the Power IT and energy. With group turnover having reached £8 million, the business began to attract a number of of your Brand competitors with a view to purchase.

Founders Mark Jones and Martin Turner succession plan. In most cases, these had been considering long-term options employees have been with us since we for the business. Both with over 30 first started and have helped Blizzard years’ experience in the get to where it is today. As channel, they had seen AS owners, Martin and I many transactions A BLIZZARD are now increasingly often result in stepping back disappointing PARTNER, YOU’D from day-to- outcomes BENEFIT FROM: day duties, for owners, Confidence, security and trust but remain employees present to and A commitment to the longer term guide our partners. successors They did in the A fully engaged and committed workforce not want ongoing this to growth A clear shared purpose and be the of the case with collaborative way of working company, Blizzard, so delivering the began to The preservation of the business confidence partner perks explore better and its values following in the future alternatives. that our staff and ownership succession  Sell Voice, Data, Mobile, Energy & IT channel partners Employee Ownership deserve.”  Accredited Gamma Platinum Partner (not to be confused with management buyout) to date Employee Ownership  Build A Recurring Revenue Stream is not a common exit option, representative  less than 500 companies Emma Teden Financial, Service & Admin Support have taken this approach says, “since  Sales & Marketing Support so far. In July 2019, the becoming founders placed 75% Employee  Join 300+ Channel Resellers of the business into Owned, all Employee Ownership, staff have  Keep Full Customer Control which is run through a taken on trust whereby all members board that  Proudly Employee Owned share benefits equally. we truly are  True Wholesale Rates Emma Teden the owners of Mark Jones said “Over Employee the business. Ownership  White Label Billing the past year, we Representative We are fully have promoted invested in the  Rewards & Incentives a number of business goals and employees incentivised more than ever. As  Boost Your Bottom Line to senior a collective, we know, and are positions proud of the fact that every in the win is a joint victory, where business everyone is rewarded. Going as part forward, we are confident o f that the Employee Ownership Voice Data Mobile Energy IT the model, with its collaborative Mark Jones approach, will support the Managing ongoing success of Blizzard and Director Blizzard Telecom [email protected] our partners.” 0845 873 7950 www.blizzardtelecom.co.uk www.comms-dealer.com COMMS DEALER NOVEMBER 2020 17 SPECIAL REPORT 15th October 2020 Sector resilience pays

The experience of past recessions is that the comms sector is largely resilient and in demand. Not even Covid-19 has knocked the channel off its tracks. In fact, says Megabuyte Chief Analyst Philip Carse, it’s full steam ahead.

he Covid-19 crisis waiting to be spent. The the PSTN switch off – all has exposed reality is that if you’re a PE seen as opportunities to further the comms fund you can’t generate fees take market share and be sector’s flexibility unless deploying money. So more crucial to customers. Tand resilience, evidenced there is lot of money in PE “Covid-19 is accelerating by a resumption in M&A looking for a place to go.” this digital transformation,” activity during the past he stated. “Therefore CEOs three months, with new and Owners thinking about are optimistic but conscious resurgent buyers making selling or expanding their of the need to be sensible their mark. “The new business can go down the PE and look after the cash. buyers may have decided to route or look for a market Most companies are also embark on M&A and taken listing. But the advantages thinking about how to external funding, such as of a listing are becoming adopt remote working on Windsor Telecom and Prompt weaker, believes Carse. “New a more permanent basis.” Communications,” stated rules and regulations like Carse. “PE backed businesses MiFID reduce the amount of Carse reaffirmed that one are getting into the M&A research on companies. On of the most interesting game and major buyers are the whole, a listing is not the developments is the now returning to the M&A most obvious route to follow; resumption of M&A fold. Matthew Riley, a strong and the comms sector has activity from June onwards buyer, is back in the market not had the best relationship when buyers and sellers with his Aurora business with public markets, Philip Carse realised their world wasn’t acquiring Union Street and aside from Gamma.” collapsing. “A reseller Shaftesbury Systems.” recently completed a deal Public companies can’t lever Valuations have held up according to the agreed Carse noted that most up too much debt – two terms established pre-Covid,” existing buyers are PE backed to three time EBITDA is the and there are new investors he added. “Valuations businesses, well proven in usual limit. So for companies have held up, and there telecoms, such as Arrow, wanting to invest big, as with looking at the sector are new investors looking Southern, Babble, Sabio infrastructure players, public at the telecoms sector. and Wavenet. “We expect markets are not the best at ten times. PE will be drawn cash positions were holding One CEO of a PE-backed companies like these to be place to be. For example, to the sector even more.” up without any real bad debt business said he’d been more busy in the coming CityFibre went private, as and customer bankruptcies. approached by three funds months,” he added. “One did Kcom, which was limited Strong position From a financial point of that had never invested in to watch is Radius Payment as a public company in how The sector’s resilience has view, most companies are the comms industry before. Solutions which is building much money it could raise to become a stand out factor, probably not far off their out its telecoms activities exploit the fibre opportunity he added. “Where we are pre-Covid profitability plans “They suddenly recognised and is an interesting in areas adjacent to Hull. now is far better than anyone and new orders are getting the resilience of the sector. buyer in the market.” hoped for back in the dark to back to pre-Covid levels. Everyone wants recurring and “PE is by far the preferred days of March,” noted Carse. CEOs are generally positive mission critical revenues, so PE interest is now on a solution for any owner “A ‘business as usual’ holding about the long-term future valuations are strong. If I was scale perhaps greater than manager at the moment,” pattern was established in while remaining cautious an owner manager reflecting anything experienced before emphasised Carse. “The PE mid-July. Companies found about economic issues. It’s on how my business got in the sector, and there is model in this space is well they had more cash sat in the very much business as usual.” through lockdown, and was no shortage of fire power. proven, it’s all about buying bank than expected, partly always planning an exit, now “Private equity has so at five times, getting that because of bank deferrals Before Covid-9, observed is as good a time as any to much dry powder,” added down to three times with and drawn down debts, Carse, the industry was think about it. Especially with Carse. “We estimate circa immediate cost synergies and and a sharper focus on cash facing developments like changes to Capital Gains Tax £2 trillion globally sat in PE building up scale, then selling collection. On the whole, fibre roll out, 5G, IoT and coming down the line.” n

CATEGORY SPONSOR Thursday 10th December – Live on-line from London www.cdsalesawards.com

18 COMMS DEALER NOVEMBER 2020 www.comms-dealer.com ADVERTORIAL

THE BEST OF BOTH WORLDS 3CX’s managed hosting simplifies deployments and keeps you in the driving seat.

3CX’s footprint in the channel is getting bigger. With a string of firsts under their belt (3CX was the first to launch a software-based IP PBX in the UK, which was swiftly followed by 3CX WebMeeting, the first WebRTC based conferencing solution), the UC vendor is now the market leader in open standards communication technology. Now with over 1000 IT and Telecoms partners nationwide, 3CX is turning its attention to the cloud.

“With the ISDN switch off looming is how much they value our flexible changed. 3CX can now install, and the fallout of COVID-19 encour- approach,” Walter tells us. “If an configure and maintain client aging more businesses to switch to experienced reseller joins us with a systems on a reseller’s behalf. remote-friendly cloud solutions, our preferred trunk provider or handsets partners are receiving more that they love, we’re not going to Hosted by 3CX enables adminis- enquiries than ever,” 3CX’s CEO make them ditch long-standing trators to leave the hassle of Stefan Walther explains. “We want vendor partnerships to use a propri- hosting behind, making PBX to help them service as many of etary product, as many competitors management easier than ever. these customers as possible and do. On the other hand, we know Partners benefit from a reliable, zero we’re doing that by providing a that some of our partners prefer maintenance, cost-effective solution range of quick, low maintenance 3CX to provide support for their that 3CX supports end-to-end. setup options for hosted systems.” solution so that they can spend Customers have peace of mind more time focusing on sales. To knowing their solution is monitored A Champion of Choice make their business model simpler, by the vendor, whilst retaining a For 3CX resellers, having options we have a range of supported local relationship with their partner. when it comes to their product trunks, hosting providers and portfolio has always been a major hardware available that our techni- Channel Commitment draw. Walter knows this, and as a cians can troubleshoot on their Whether using Hosted by 3CX, result, he’s consciously expanding behalf. Ultimately, we let the deploying on-premises or the choices available to his partners, partner dictate the nature of their self-hosting, 3CX partners retain full giving them multiple ways to differ- solution.” control of their clients and their entiate their business. systems. “We’re first and foremost a All this choice means there’s little channel company,” says Walther. Resellers tailor their 3CX solutions 3CX cannot handle. With customers “We recognise the value that to suit their business and their ranging from healthcare providers experienced partners bring to the customers. There’s no vendor and government ministries to solution. Rather than trying to lock-in, so partners choose their universities and multinational compete for direct sales, our own SIP Trunks, deployment method corporations, partners benefit from channel teams are committed to and integrations. When it comes to having one solution that can be supporting partners through the phones, plug & play devices are adapted with ease. entire sales cycle.” available from a range of leading manufacturers, such as Snom, New for 2020: Hosted by Try Hosted by 3CX for Free Fanvil, and Yealink, plus there’s the 3CX 3CX’s Standard Edition including 3CX Web Client for those looking If this wasn’t already enough, 2020 Hosted by 3CX is completely free for hands-free options. 3CX has marks the start of a new era for for one year, providing a low-cost made sure that there are products Stefan Walther, CEO 3CX. Until now partners could scalable solution that will support to suit all needs and budgets. It’s a deploy 3CX on-premise or self-host any business long term. Create your business model that sets them apart and hosting together into a single You’re in the Driving Seat in a public or private cloud. With free trial license and discover what from competitors, who typically monthly fee, with no room for “One thing that consistently the launch of 3CX’s new, managed 3CX could do for your portfolio, bundle phones, call plans, licensing negotiation. emerges when we speak to partners hosting offer, Hosted by 3CX, that’s firsthand.

Try 3CX free today www.3cx.com [email protected] www.comms-dealer.com COMMS DEALER NOVEMBER 2020 19 SPECIAL REPORT 15th October 2020 Cook opens up on inside story of sale

From the moment former Union Street Technologies Chief Executive Tony Cook decided on the timing of his exit strategy he was wholly committed to delivering on the plan for himself and for staff.

erial tech on and encouraged the team entrepreneur to prove to me that they can Matthew Riley take the business forward. recently struck a Our Managing Director Sstand out deal to acquire Vincent Disneur is well Union Street Technologies known and front of house, so from Cook and his wife I decided to step away from Sarah and merge it with trade shows and the front his Aurora business. The line. The more I stepped away enlarged group was officially the better we seemed to do.” launched on September 7th and soon after it bagged Union Street’s EBITDA in Shaftesbury Systems. As we 2016 was circa £1.3 million shall see, the process from but Cook wanted to get the Cook’s stand point was far figure nearer the £2 million from being a hasty one, level. “We set about that and it demanded strong plan and started fixing things leadership and to some and that process brought us extent powers of persuasion. through to 2019 when I saw we were getting there,” he “On reflection we started commented. “The product the process in 2016,” he was in good shape, most explained. “I had turned customers were moving to 50 and was thinking the cloud platform, EBITDA about what to do with was where we needed it the business – it had been to be – and I decided that I full-on for 20 years. Union needed to do something to Street was set up in 1999, make it all a reality for these we had won some great guys. If I set a new goal at customers, now totalling this point I would effectively over 500. We knew we had have been placing them a good business and that in golden handcuffs. I was the market has been kind to keen to exercise the plan.” us. I also knew I didn’t want to hang around forever. Tony Cook To be responsible for making decisions on the future of “I thought that, if I want your business does not imply at some point to extract In early May I got a call out of the blue. I the capacity to succeed myself I need to find a way single handedly during the of making myself redundant. was surprised, it was Matthew Riley and he process and the ‘grand We have a great team of inquisition’, also known as senior managers so I hatched expressed an interest due diligence. “Early in 2019 a plan and it was key to be we got in touch with Knight transparent and explain what them into the idea of getting set about getting his ducks way,” he explained. “This all Corporate Finance,” noted I had in mind. I presented us to a position where at in a row. “We had grown had to be fixed to get things Cook. “We had shopped a powerpoint on where we some point we could sell.” over a period of time and working really well. We also around for advisors but in could go and tied that into a bolted all sorts of things transitioned from a desktop June signed up to work with share option scheme for the Having locked minds together on, accumulating some environment to the cloud. I Knight which conducted a senior team. That brought behind his strategy Cook ‘technical debt’ along the then decided to be less hands trial due diligence test that

CATEGORY SPONSOR Thursday 10th December – Live on-line from London www.cdsalesawards.com

20 COMMS DEALER NOVEMBER 2020 www.comms-dealer.com THE ROUND Cook opens up on inside story of sale TABLE Navigating through

turned up all sorts of issues. negotiations we received an up your sleeve that contras a transaction; This helped us to understand interesting proposition.” that, like some extra profit the information we would tucked away, you can need to get together. As Riley had operated in fend off those issues.” what’s the ETA? the sector for many years Despite the current economic conditions, the channel Weighing the options Cook assumed that the To say that vendors are has demonstrated genuine resilience and the level of “Knight helped us put due diligence would be less hugely challenged by due transaction activity remains strong. At Knight we have together a comprehensive intense. “I was wrong,” he diligence inquisitors would been closing deals throughout lockdown, but analysis document containing lots said. “The amount of data be to greatly understate the on our latest deals does show that the time taken to of facts and figures. We required was incredible. They nature of the process, which complete a process has been affected. talked about potential had a whole team of people is also likely to put pressure buyers and thought PE was quizzing us. You have your on expectations around a good option. We had an day job to do, and suddenly value. “When you get an ambitious team, and Vince you are in an overwhelming indicative offer at the start, was chomping at the bit to world with vast amounts of remember it is just indicative take the business forward. data to get together. But because the buyer makes We did the rounds with with Knight it was like having many assumptions, and due diligence is about testing those assumptions all the As the deal progressed it way through,” advised Cook.

became even more intense “It becomes a series of mini and during the last week we negotiations. You concede on some things, win on others and find common ground. worked virtually through Paul Billingham As the deal progressed the night it became even more ransactions typically the potential of the team and involve a large amount of the business moving forward. intense and during the last Twork up-front, both for approximately 10 PE houses two or three employees week we worked virtually us and the company involved, The execution of a deal and received some good working with us. We shared through the night. When therefore it only makes sense involves due diligence and legal offers. We chose one we data in a data room, Knight we finally completed the to start a process if we are documentation. This part will liked and were moving helped to slice and dice the deal at 4am Knight provided confident of completing it. We take no less than 10 weeks but can spend up to four months lately we have seen that deals through that process – then numbers and supported champagne, but we were preparing a business for sale take an average of four months Covid-19 hit. Everything us through the process exhausted and went to bed. however, we can actually move to complete. We believe that ground to a halt and I every step of the way.” far more quickly than this but the impact of COVID has not assumed nothing would “The whole process was often recommend a dry-run dampened the enthusiasm happen for a year, so parked Acquirers perhaps lead the done remotely over Zoom. due diligence which will check of investors or acquirers, but the business is sufficiently ready they do want to ensure they the plan ready to try again. field in enforcing stringent I had always expected to to make it through the intensity are mitigating their risks. As transaction processes, so have a party for staff to say of a transaction. Knight Vendor a result, we are seeing more “In early May I got a call out ferocious is their attention thank you, but in lockdown Assist flags potential deal issues time in diligence which is also of the blue. I was surprised, to detail. “In hindsight there conditions we couldn’t do up-front to ensure that these becoming more extensive. it was Matthew Riley and are a few things we could anything. That is still to can be mitigated ahead of time and significantly reduces On average, our last 10 deals he expressed an interest. have done before we even come, we’ll celebrate it one the due diligence timetable each took 7.5 months to Matthew had a vision went into the process,” day, but at the time it was later on. Alongside this, we complete and we estimate this and he tracked us, noting commented Cook. “This something of a damp squib.” prepare the sales or investor has been extended by around our good technology, our would have prevented any documentation that will enable a month compared to deals a interested parties to make a few years ago. Our workload IP, strong customer base last minute scrabbles to iron As part of the deal Cook is well-informed formal offer to shows that the process is split and good people. He had out issues. So make sure helping with the transition, invest in or acquire a business. by; 22% preparation, 26% in complementary skills in your books are up to date working three days a week. marketing and 52% executing Aurora and thought that the and all filed perfectly. This “They are flying now and When we start the marketing the agreed deal. combination of Aurora and can all be done upfront. I see that diminishing over process, we agree the parties to approach with our clients. We Ultimately, preparation will Union Street would make time,” he stated. “I have a do not work for buyers, but we have the greatest impact on an interesting proposition. “Once in the process, keep few irons in the fire, different know their acquisition criteria the time take complete a deal. some gas in the tank. Don’t software projects, but I’m and the level of funding they We expect that the minimum “This was different for our overstate everything. You will just seeing what happens at are able to draw down and this time to complete a deal with management team as we had probably be chipped along the moment. Once this year enables us to qualify the right a full marketing process is six target buyers for each business. months but recommend that set our sights on PE. I had to the way with a potential blows over I’ll take stock and Typically we can extract written you plan for nine months. A consider Vince and how this cost unearthed, for example. enjoy what we have achieved offers within six weeks but well-prepared business will would look for him. After But if you have something with my wife Sarah.” n have found this is extended ensure your deal runs smoothly where international buyers and reduces the time and effort are involved. Private Equity spent in diligence. It is never deals will add a further month too early to start planning and To advertise in as they will want to meet at Knight we are here to assist contact The Sales Team on 01895 454411 management and understand when you need us. www.comms-dealer.com COMMS DEALER NOVEMBER 2020 21 SPECIAL REPORT 15th October 2020 Cozying up to the ‘forgotten niece’

One of the best indicators of how business owners should shape up their organisation for any future planning is the criteria on which PE houses pin their bets, according to FPE Capital Managing Partner David Barbour.

ll signs point in ways, so we need to suck one direction: in more smart people. This sector is a great space, a safe “We are entering an Ahaven, and new investors exciting time and will see are flooding in. “It’s obvious good people come out of why PE loves this space,” big companies in the telco stated Barbour. “It offers space. The era of remote sensible recurring revenues, working means we are not not high organic growth, but tied to hiring expertise within a cookie-cutter acquisition a commutable distance. world where you can bolt This is a chance to upgrade organisations together, people into this segment. customers are fairly sticky, We’ve seen founders build the products are quite similar, a layer of management and you can aggregate and beneath them. We need take out some central cost.” to get that entrepreneurial spirit back into these FPE Capital is most active at businesses. We love that.” the smaller end of the market and usually the first investor FPE Capital generally invests alongside an entrepreneur in companies with 50 to 100 business owner who wants employees. The change up to push growth organically to 150-200 can be ‘painful’, and/or through a bolt-on. noted Barbour. The firm “We’ll buy into a business David Barbour also works with IT services that’s £1 million EBITDA or companies and understands upwards as a new platform how the bigger software investment to create scale,” We need to get that entrepreneurial spirit vendors work and how to added Barbour. “Therefore deal with Microsoft. “We are the multiples are slightly back into these businesses. We love that slightly nervous as a house lower than 10x generally.” about what might happen level,” added Barbour. “Our expertise to deliver services. injection of better people at the very small end of the He signposted two ‘break funds generally don’t have The difference between BT will boost overall leadership corporate market – the 20 points’: Firstly the £2 million enough fire power to get to (4x) and Gamma (20x) is and business success. to 100 seat organisations,” EBITDA mark which means the £10 million milestone. So stark. “Resellers have been he added. “So far they bank debt can be taken we’ll pass the company on. the forgotten niece, but Talent matters seem relatively robust, but on in a meaningful way, There is a great ecosystem they are becoming a vibrant “You need good I don’t think we’ve seen or debt funds increased. of consolidators above us.” and exciting part of the management and good the worst of the pinch.” The second kick point is £5 economy with lots of growth, people, and the big challenge million EBITDA. These are not There is no doubt that and growth is the key to for the IT services industry Six months into Covid-19, fixed markers, but general resellers in the comms everything,” said Barbour. is around bringing in more PE is digging into clients, PE signposts for where sector have moved up the “We all need to get this talent,” he commented. asking whether they will be funds may go. “We look to PE agenda. Ten years ago segment really driving.” “Why? Because the software here in a year’s time, will they boost our businesses with reselling was a near dirty and cloud elements are be spending the same – a capital, bring in some extra word in PE. Now it’s grown He has a clear view that crucial to success in the lot of this is sector specific. management, and maybe a up and sits at the middle of fresh talent will provide next five to ten years. It’s “Even if they halve their few acquisitions to get the the economy as the lifeblood resellers with a step up the a segment that may be a spend they will probably company up to the £5 million of a business – and you need ladder, believing that an little pedestrian in some build it back up over the next

th Thursday 10 December – Live on-line from London HEADLINE www.cdsalesawards.com SPONSOR

22 COMMS DEALER NOVEMBER 2020 www.comms-dealer.com SPECIAL REPORT Cozying up to the ‘forgotten niece’ HEADLINE SPONSOR

12 to 18 months as they We are seeing people play rebuild their IT and regain catch up on cyber and cloud confidence,” commented implementations. That is Barbour. “This disruption where the wave of work is will be choppy for some. It’s going it be. Hardware and not a one way bet in this fibre connectivity will become sector and we are seeing the consolidated, commoditised next iteration of the Covid- and low margin.” 19 pandemic. Businesses will slim down their offices, Organic growth in the maybe move or deploy to market currently sits at shared work spaces. There is around 10 per cent. To go potentially a huge amount faster requires acquisitions, of churn here, so it’s better so Barbour wants to be for resellers to be facilitating invested in nimble small these shifts now because service-led organisations. those loyal customers are “Let’s say the business is Christmas isn’t Resellers have been the forgotten niece, but they cancelled in the are becoming a vibrant and exciting part of the economy channel... with lots of growth

going to be very important doing £2 million EBIDTA and We’re giving you the best on the other side.” the founder wants to release some capital,” he said. “We Resellers will pay dearly for want founders to be aligned of both worlds. a half-hearted response to with us in pushing harder, Pandemic Britain, especially and this works much better The Comms Dealer when strong engagement if they have more security in with the market and tech their family life. The general Sales and Marketing developments provides rule of thumb in PE is 50-50 scope to ensure long-term – 50 out and 50 in. If the Awards and a Christmas sustainability. “We are going founder believes the story, to see change: Voice will they should make a lot more decline, mobile will be flat money in the second round. celebration rolled into the to declining, but the cloud, cyber, IoT, telematics, the “In many cases we see one virtual party of the year. smart home etc is all going maverick entrepreneur who to converge,” observed has brought a business Barbour. “Many of the up. But what they need is December 10th on a IoT services businesses are bench strength, three or natural platforms for people four people around them who want to bring in some with more systemisation of screen near you. of these more exciting areas. sales and marketing. There are some real nuggets to get “Cyber is also key following out of a business with a bit the rise off more vulnerable more sector expertise. But at-home networks. ultimately it is about the top Corporates mainly had no two or three people, their It’s going to be a cracker! work from home policy energy, expertise and how around cyber, but on March well they drive it. It is up to 19th were forced to shift to a us to get people in to help Register now at: home working environment. the founders.” n cdsalesawards.com The UK’s No.1 magazine for voice and data solution providers

www.comms-dealer.com COMMS DEALER NOVEMBER 2020 23 SPECIAL REPORT 15th October 2020 Integration and the perfect mix

The chief determining factors during the exit and acquisition process are in business, law and finance matters, not least due diligence. But far more potential will be released on deal day if integration issues are also addressed early in proceedings, according to Elitetele.com COO Alex Cliffe.

n acquisition can be perceived as a dividing line in more ways than Anew ownership and there should be no inhibition in breaking down barriers between owners and employees during the sale process. Nor should there be a fast uncoupling of the business owner following deal day which could jeopardise the future unity of the enlarged organisation. “It is useful to put yourself in the shoes of the vendor and its employees, plan early and involve the seller in the integration plan,” stated Cliffe. “We start planning the integration half way through due diligence once we are confident that nothing will come out of the woodwork.”

During the surge of due diligence the ins and outs Alex Cliffe of a business are thrust into the spotlight so there is also much to be said for Clean well run businesses will always sell irrespective of getting your ducks in a row early. The process is bristling market conditions, and sell at maximum value with formal checks and the relationship between buyer The acquisition process is the business owner to build to make sure it’s a success, earn trust, and the clock and seller should never be best driven by collective a relationship early, break so we plan early and build starts ticking on day one. too distant. “Clean well responsibility, believes Cliffe, down barriers and work a picture of what year one run businesses will always saying the interview process closely with us to establish will look like. This can be “Acquired staff might sell irrespective of market works both ways. “We are how the future is going to communicated succinctly think the buyer will dictate conditions, and sell at in it together,” she said. look and feel. This makes to employees, and if you everything, but you may be maximum value,” added “0ver the first 12 months employees feel secure, with articulate that well the buy-in buying that business as it has Cliffe. “So make sure you the acquired business will the seller on board standing starts. It is also important to better people, better systems have the MI to hand that not stand alone under its shoulder to shoulder, helping make sure that employees and better ways of working. tells that story. Do a mini own brand and not be us to gain that trust. know why you’ve acquired In the last few years we have due diligence on yourself touched, so it is crucial to the business, why it’s valuable acquired for skill sets and so you know how to clearly know what the integration “Having found a home for to you, and why they are experience. The integration articulate the narrative.” will look like. It is key for their business sellers want valuable too. You’ve got to plan and communication

CATEGORY SPONSOR Thursday 10th December – Live on-line from London www.cdsalesawards.com

24 COMMS DEALER NOVEMBER 2020 www.comms-dealer.com SPECIAL REPORT Integration and the perfect mix Get a grip on your number and what with employees needs product sets. This field of to focus on a merger of experts is looking ahead skills and experience, and as we transition from pick the best from both traditional services to future life it will give you companies, then put that product sets. We have also forward together as a plan. strengthened our account You get buy-in, but that management team and have ot until business freedom, but the business doesn’t happen overnight.” Relationship Managers rather owners set out a starts to gain control. You than new business sales.” long-term personal may be putting fires out all Acquisition targets financial plan the time, deal with issues day Elite targets £1 million to Cliffe characterises Elite as Nwould it be at all sensible to to day, take body punches £20 million firms. The deal a souped up buy and build consider business strategy, – it all saps your energy. So structure is not one size £50 million business hard advises Xentum Managing take off your business hat fits all and the company on the acquisition trail, and Director Adam Carolan. and consider what you are approaches each opportunity its founder Matt Newing trying to achieve personally. with a clean sheet of has aspirations to double It is noticeable that many Once we know that, it should paper. It has completed the size of the company as company owners are go into your business plan.” 17 acquisitions across part of a three year plan. obsessive about executing IT, tech, UC, traditional “We are ready to get going their business strategy yet Carolan’s primary focus is telco, and in the early days we have a good platform, a lack a personal finance plan Adam Carolan on the comms, tech and acquired very much for more consultative sales team, – and it makes no sense for software sector. He works on growth, looking for similar a tech division, and it’s all owners not to review their Few people address a fixed fee basis and takes customer bases, suppliers about the cross sell now,” own family positions in line risk before they clients through a consultation and product sets. But in added Cliffe. “I will acquire with organisational goals, look at opportunity process, perhaps spending recent years it has acquired customer bases that make believes Carolan. “Few between six and ten hours more strategic targets based the cross sell strategy more people address risk before Carolan is set to publish a with a family, assessing their on skills and products, successful. Board members they look at opportunity,” book based on what he calls vision prior to creating a plan and the last acquisition are focused on this, it’s the he commented. “People the Two Circles principles. which is managed month to was an IT business. next game changer for us.” protect risk in their business Called ‘Two Circles of month by Xentum. “Given but don’t necessarily protect financial planning – how how difficult it has been “This reflects our move In identifying potential risk in their personal life. business owners should run during the last six months I to become a technology acquisitions Cliffe noted So get your ducks in a their personal finances’, the don’t think people are giving company,” said Cliffe. “From that a high proportion of row and have an idea of book explores the idea of business owners the respect June onwards we took the contracted recurring revenue what life looks like after a big circle which attracts they deserve,” he added. opportunity to restructure is attractive, and urged you’ve sold your business. all of the focus, time and the business, bringing the IT resellers to ensure customers It’s great to get the money, energy of a business owner. “Consider Entrepreneurs and UC division together. We are ‘locked in’, whether via a but what’s your purpose? “What they neglect (for Relief: No one was expecting have more IT and engineering robust long-term contract or Most people are driven by good reasons) is the personal that to be cut so severely, staff than any other role. sticky customers with more purpose rather than money.” circle,” explained Carolan. and looking forwards there A big plus point is that this than one line of business, “I’m trying to get business are questions about CGT. will make it much easier and who have been with Carolan says Covid has owners to develop the I’ve spoken to a number of to integrate in the future. the company for a long focused a lot of minds and same mindset for running accountants and we are all We have the foundation in time. “A strong senior more people are switching their business but with their expecting CGT to go up. The place for future acquisitions, management team is also onto the question, ‘what personal finances too. chancellor has made a B-line and we involved as many key, as are employees with do I want to get out of for businesses and while I people as possible during skill sets and experience, this?’. “Helping people Family matters expect CGT to be reformed the restructure, building a along with the longevity of make the right decisions “What is your balance it doesn’t mean there won’t management layer involving staff, a high performance and get the right number is sheet? What is your five be opportunities at the people from all sites and sales team and year-on-year what drives me,” he said. year cashflow? What if other side of it. There are elements of the business. organic growth,” she added. “Understanding your number the worst case scenario always opportunities around “I’m describing the perfect is key in the exit process. happens? Business owners planning. My advice would “Another turning point business, but a big factor that If you don’t know it, and have these discussions in be for anyone going through was the establishment of is often overlooked is culture. what it will get you, you board meetings about their the exit process to have a product and commercial This is key. Culture is born will likely experience a lot of organisation, but they don’t that March/April deadline in team that looks at product out of years of work and you fear and worry. People need have meetings about their mind. For those not going strategy, consisting of people don’t change it overnight. So to understand what kind of family finances. The reason through the process, I’d from the acquisitions we’ve we look for businesses that life that number will give people get into business is be sceptical about rushing made across the different fit culturally.” n them on the other side.” to give themselves financial things for tax purposes.” n

CATEGORY SPONSOR Thursday 10th December – Live on-line from London www.cdsalesawards.com

www.comms-dealer.com COMMS DEALER NOVEMBER 2020 25 BUSINESS PROFILE PacketFront: A driver for automation

Under new ownership Nordic software house PacketFront Software aims to orchestrate and automate the UK’s ‘manual’ networks and processes into the 21st Century, according to VP of Sales Timo Kuusela.

etwork rate is circa ten per cent. orchestration firm It’s main focus is Europe PacketFront was with the Nordics its primary snapped up by market. “Now the UK and NVirtual1 in July this year. Germany are great markets The Swedish-based software for us to expand into,” stated house provides network Kuusela. “We have a market automation solutions for presence in both but there’s telecom operators, city a lot of potential as they carriers and enterprises in are large markets behind more than 20 countries. the Nordics in their FTTP PacketFront will operate as roll out. The UK is predicted a stand-alone organisation to be the fastest growing and maintain its own brand, FTTP market in Western customer base and senior Europe in the coming years. leadership team. “Having We have had customers in helped FTTP providers get the UK for years, but have to market quickly and stepped up our efforts by operate efficiently across opening a local office. the Nordics, we see an exciting opportunity with Timo Kuusela “In the UK we also see a the new wave of FTTP trend towards open access. suppliers emerging in Altnets are interested in the UK,” said Kuusela. A key discussion now is around Software opening up their networks to other service providers. PacketFront Software was Defined Networking which has really driven This has been the dominant established in 2011 as a model in the Nordics, and spin-off from PacketFront this network orchestration piece PacketFront has been the Solutions which sold both pioneer supporting that hardware and software the altnet market space and in Sweden, GlobalConnect in that delivers automated business model from the very products. The idea was to prove that it could work Norway and recently Gamma workflows for customer start, which we now want create two independent with other hardware, while here in the UK. Many of the and service management. to utilise in UK markets.” companies to give the maintaining its existing bigger carriers still do a lot of “When it comes to carriers software side a better customer base. “The second manual work. So we show we mainly focus on network The main challenge Kuusela opportunity as a multi-vendor milestone was broadening how they can avoid tasks orchestration,” commented faces is the slowness of solution. “We found that our portfolio to support like CLI typing and instead Kuusela. “Our BECS solution transformation. “We hear having our own hardware carriers,” noted Kuusela. focus on system architecture provides auto provisioning so many customers say ‘we made it difficult to cooperate “Services in the residential to give better services.” from customer devices all the need automation’ but never with other hardware vendors altnet market are quite way to their core network. actually get started with it,” so forced the separation to straightforward – you’re End-to-end solutions By integrating BECS with he said. “In the past, when focus on the core business – selling Internet. In the carrier For altnet customers, CRM systems like Salesforce, we researched altnet and software,” said Kuusela. “The space services are much PacketFront Software operators can create carrier markets and asked objective was, and is, to offer more complex. One of our provides more complete workflows that, for example, if they need automation network orchestration and early adopters was Virtual1 solutions including self- allow for zero-touch network and network orchestration CRM solutions to altnets.” which has achieved fantastic service portals for end build out and automated there was resistance on both results. The third milestone customers, CRM systems service provisioning.” fronts. While both were The first major task was was attracting Tier1 and and network orchestration. interested on a theoretical to build an independent Tier2 carriers as customers. Those components create PacketFront Software’s annual level, operators were hesitant software business within Good examples include Tele2 an end-to-end solution average turnover growth to change their existing

Wholesale SIP with a difference www.zapappi.com | [email protected] | 0330 320 3333

Global Numbering - SIP Trunking - Teams Direct Routing - Dynamic Routing - SMS - API Integration 26 COMMS DEALER NOVEMBER 2020 www.comms-dealer.com Zappapi - Branding Strip - V4 - 220mm x 14mm.indd 1 14/08/2020 12:13:29 THE SUPPORT COLUMN in association with

No excuses this time

PacketFront: A driver for automation The first wave of lockdowns saw the best of the channel. It also saw the best of its customers too. working methods. But “Customers need flexibility Just a minute with More often than not, partners network orchestration has – from a commercial and could rely on at least a little become mainstream in the technology point of view – Timo Kuusela... patience and understanding last few years which means to select the best of breed Role model: Barrack Obama: from customers, as they dealt with unprecedented restrictions we now don’t have to drive software and hardware There aren’t many politicians and demands. those motivations. It has and we provide that. We that are as genuine with such become more a matter of have workshops with our high moral foundations. He This time, lessons have been technology choices. A key customers to identify their is also an inspiring thinker learned and expectations are discussion now is around pain points and low hanging and orator. While he didn’t higher. I’m not convinced succeed in everything he set Software Defined Networking fruit, where we can provide customers are going to forgive out to achieve as President, anything less than the best which has really driven this the fastest benefits. Then we he had a clear vision and the possible service. network orchestration piece.” help with implementation. All will to pursue that vision. our customers’ networks are Don’t get stuck in a rut Tell us about one fear you Scaling up different, even if they use the have managed to overcome: Another challenge faced same hardware and provide Look at it another way: Speaking in front of a crowd. whenever you reach a point of by the company has been the same services, they all But to succeed I needed needing to count on customers how fast it can scale while have different workflows to overcome that fear by to give you a break, it’s already accounting for the diversity and supporting systems. repeatedly challenging too late. You’re on a slippery of how operators build their We adapt our solutions to myself in that situation. slope to higher churn and constantly chasing your tail. networks, and the number work in the existing network After a while public speaking became much easier. of software and hardware environment which is also The best policy is to avoid vendors it needs to integrate. where we support operators The biggest risk you have giving customers reasons to be “Every new customer has when they need us.” taken? Starting my own dissatisfied in the first place. meant creating a unique company with five former colleagues. We produced our I realise that’s a tough ask for environment,” added All in the industry know that Tamsin Deutrom-Yue own CPEs including hardware channel players with enough of Kuusela. “However, we have technology moves quickly. and software and in three their own problems to contend now widely accepted as critical proven over and over again Even so, Kuusela sees too years expanded the company with. Unfortunately, that in the fight against Covid. doesn’t change things. that we get our solution to many organisations sitting from zero to £5.5 million. work in any environment. on their hands, even when That’s because these were Best piece of advice Stand out on service services we started providing Now, when technology is well they can see the business you have been given? in 2018, and this experience case. “This slow adaptation proven the main opportunity My former manager at Remember, your customers really helped our comms partner for us is to scale the usually stems from businesses Ericsson asked, ‘why don’t are under pressure from their customers when onsite installs business more aggressively, making things unnecessarily you go into sales?’. That own customers. In the first and training sessions had to lockdown, people generally especially to address new complicated,” he said. question determined my stop. had lower expectations for career path ever since. geographical areas.” “When an organisation being able to have their queries It meant that major finally comes to action they If you weren’t in the ICT answered or communicate implementations and migrations Kuusela’s primary growth typically try to solve all of industry what would seamlessly. This time, they’ll could go ahead, irrespective strategy is to work with their problems at once, you be doing? I’d be a expect better, and comms of local or national lockdown more system integrators and which is usually a recipe for mathematics teacher. providers will be on the hook to restrictions. It enabled partners deliver. to sell with 100% confidence technology partners that disaster. The key is to slice What was your first job and their projects would be complement PacketFront problems into sections and when? My career began with I’m not just talking about in-life delivered. Software’s portfolio. He work one by one. Usually, a summer job at Ericsson service, but the whole package is also looking for new just getting systems up Finland in 1992. This is from initial discovery and setup And with the new ability to technology partners to and running can be done where I got into the IT field to porting, provisioning and conduct virtual PBX discovery go-live. audits, there is no aspect of expand the firm’s ecosystem. in a month or two which and where I progressed to become a Software the customer delivery lifecycle brings immediate benefits. These added demands spell we can’t deliver or support Developer and Tester before “This will help customers opportunity for comms partners remotely. going on to specialise and system integrators as we “Everybody is looking with the right service approach. in telecommunications It’s fast becoming one of the I have every faith that the can show how systems work at investing in network in my MSc. strongest ways to differentiate comms channel will continue its together and the combined automation in some way Top tip for resellers: Think from competitors. heroic efforts in keeping Britain benefits,” he added. “One or other because they can about how you reward communicating during the of our key technology see the benefits it brings. your sales organisation. If To deliver great service you’ve challenging times ahead. got to do the basics well and, in partners in the UK is KeyPro For those dragging their you only reward short-term the midst of a viral pandemic, Partners may end up receiving which provides a GIS heels, my advice would be or fast deals, that’s what that means making everything less thanks for the contribution solution. This co-operation to ride the wave soon or you’ll always get. If you you do safety-first, compliant, they make, but at least they enables us to show the expect tougher times moving want long-term customer convenient and fast. have the tools at their disposal benefits of including passive forward, because you won’t relationships you need to to really make a difference network management into be as competitive in a couple have OTE programmes that No delay with assisted plug to their customers’ service take this into account. and play experience – and to stand out a business equation. of years.” n from the competition in a way We at Support to Win had a customers will remember long head start on the trend for after this is over. To advertise in ‘contactless’ service and zero- contact The Sales Team on 01895 454411 touch provisioning, which are [email protected] www.comms-dealer.com COMMS DEALER NOVEMBER 2020 27 ADVERTORIAL

to meet you

Comms Dealer finds out more about how NICE solutions are helping resellers stay relevant during these challenging times.

hile the for organisations across and whenever they want.” pandemic the country. The UK Butler said. has affected headquarters are in London, W many although most members of The NICE team was quick aspects of our lives, staff are working from home to realise the implications customer experience right now. this would have for contact remains more important centres. All these methods than ever. Even while Nicky Butler, Vice-President of communications will businesses aim to survive of EMEA Partners at NICE, require management to not the financial implications said: “Our mission is to help only ensure the customer of the pandemic and their companies win through gets the experience they employees have been forced customer experience. The are looking for, but to also to work from home, the world’s best-loved brands measure and record these experiences organisations trust our extensive portfolio interactions while remaining deliver still influence of products to deliver compliant. customer satisfaction omnichannel customer and brand loyalty. The service and employee Looking after a NICE portfolio empowers engagement. In short, remote working organisations to deliver we turn customer service workforce exceptional multichannel into customer loyalty and There are implications for experiences that engage empower your employees to the workforce too. While customers and employees. be brand heroes.” historically this process NICE offers partners a very may have been handled relevant and powerful set of Providing by an office-based contact solutions to help their clients extraordinary centre, the growth of the address today’s challenges customer experience gig economy and the home and unlock its opportunities. “We know digital working requirements transformation is at the of coronavirus have had But who are NICE? heart of the changing a knock-on effect on Founded in 1986 and customer experience. employee engagement. currently employing 6,500 Customers want to engage people across the world, with businesses in a way Butler continued: NICE is a leading provider that suits them. The days “Customers are not going “Our mission is to help companies of cloud and software of a 9-5 customer service to expect a different solutions. NICE has a truly call centres have been experience just because win through customer experience. The global footprint serving overtaken by a multimedia more people are working world’s best-loved brands trust our 25,000 organisations in environment. Customers from home. In fact, in these more than 150 countries, want to communicate in stressful and challenging extensive portfolio of products to deliver including 85 of the Fortune the most convenient way times, they may expect 100 companies. More than possible, whether that be better service as their omnichannel customer service and 350 staff members in the UK by phone, email, instant choices of engagement are employee engagement.” are dedicated to improving message, live chat, social being limited by Covid-19. customer experience media and so on using the They may not be able to visit Nicky Butler, Vice-President of EMEA Partners at NICE and staff engagement device they have to hand a bank or shop as they did

28 COMMS DEALER NOVEMBER 2020 www.comms-dealer.com ADVERTORIAL

before and will be reliant programmes, customer He said: “The challenging on other communications surveys and manual times we are living through methods to connect with listening. All powered gives partners a reason to their service providers. by strong AI platform - re-engage with existing Customers may also be NICE ENLIGHTEN, that customers. By taking on more emotional and that has analysed billions of the NICE portfolio, they puts further pressure on interactions from many will have something new contact centre agents.” of the world’s largest to offer them that is so organisations for the most relevant for their clients’ “Meanwhile, businesses run critical use cases and contact centres as they the risk of their employees business outcomes. continue to work through becoming dissatisfied or the pandemic. It will allow disengaged as they are no This is just the tip of the partners to proactively longer part of a traditional iceberg though. With the engage their audience with team environment. Contact largest contact centre a real purpose backed by a centres have potentially application suite in the powerful suite of solutions changed forever. A industry, the NICE portfolio that will improve the clients’ supervisor walking the offers omnichannel businesses. floor will be a rarity not recording, workforce probability, but they will management, quality “Resellers can now step still need to stay in touch management, agent desktop forward and become with their agents to check automation, analytics, consultants to their on their welfare and biometrics, compliance tools contact centre clients with performance. and feedback management, technology that offers real all from a single vendor solutions to help them cope “Our experience shows rather than purchasing these with the impact of Covid-19 that measuring interactions applications from multiple and prepare for any future between customers and vendors and managing challenges.” employees, to find areas multiple relationships. These “The challenging times we are living for improvement and solutions work in contact Business partner through gives partners a reason to re- success, results in increased centres across industries and programme satisfaction for both can be used by both SMB NICE has launched a engage with existing customers. By taking parties.” and large corporations. business partner programme to give contact centre and on the NICE portfolio, they will have Largest contact John Byron, UK&I Channel UC resellers access to the something new to offer them that is so centre application Manager at NICE, believes entire product portfolio, suite in the industry the company’s contact expert help from product relevant for their clients’ contact centres NICE uses artificial centre portfolio of solutions specialists, wholesale or intelligence (AI) to score opens up new opportunities referral commercials, and as they continue to work through the interactions to find these for partners. marketing support. n pandemic. improvements, eliminating the costly and time- To enquire about becoming a NICE John Byron consuming human processes partner, please contact John Byron at UK&I Channel Manager at NICE of random sampling, quality [email protected]. www.comms-dealer.com COMMS DEALER NOVEMBER 2020 29 BUSINESS PROFILE Block chief sharpens his focus on key verticals

Block CEO Marc Chang was always likely to set up and run his own business, but it was the Melissa Worm that proved a critical turning point on his pathway to success in the tech sector.

rom the health service when Blair’s Government to retail, Block has was beginning to make become a marker in significant technology the deployment of investments through the Fadvanced tech solutions. NPfIT programme. As a result But Chang did not originally of the project’s success we intend to follow a career were then asked by the path in tech, having studied Trust to provide the strategic economics before kicking off consultancy required for a a career in finance. “That site-wide network integration didn’t excite me,” he said. and transformation project.” “However, I was interested in the technology used Although Block began as by the bank and enjoyed a consultancy Chang felt figuring out how it worked that after a couple of years and building improved he could be more effective ways of working. In the and impactful for clients mid-90s it struck me that by having access to vendor technology was going to roadmaps, particularly Cisco. revolutionise companies, Block became a Cisco Gold the wider economy and partner and continued society. So I decided to jack to focus and invest on its in my job and study Analysis healthcare specialism, while Design and Management extending its capabilities of Information Systems. Marc Chang into other technologies such as UC, data centre “For me, examining the and end user compute. relationship between I wanted to work in the networking team as people and technology- “As a techie at heart, based systems was that was where all the action was innovation has always fascinating. I quickly gained been a fundamental part an appreciation for the His impressive response promise to fast-track me Guy’s and St Thomas’ NHS of our make-up,” noted complexity of it all at a time to an immense challenge through the IT department. I Foundation Trust where we Chang. “Over the years, we when the IT profession was translated into clear signs accepted. I wanted to work were engaged to deliver the seem to have made Cisco’s in its infancy and there of personal potential that in the networking team as design and installation of Solution Innovation Award was a catalogue of large did not go unnoticed. that was where all the action the new Evelina Childrens our own, also winning project failures. Against this was. This was at the time of Hospital network, along with at a global level. This is backdrop I learned in theory “It was carnage,” explained the dotcom bubble which the new Picture Archiving something I’m proud of.” how to design for success.” Chang. “Due to sickness eventually burst. I decided to and Communication System and annual leave there take what I had learned and (PACS) infrastructure,” he Block’s innovative approach Nearly broke and with was two of us supporting apply it to the NHS where I added. “The project was also dovetails with Big Retail substantial loans to pay off several thousand users could do something positive a success, but it was not (shopping centres and large Chang applied for positions and the Melissa Worm and make a difference.” without its challenges. concession-based department at the big consultancies had infected the entire PC stores). “Blending our vertical and took a temporary job estate throughout Europe. Strong pedigree “It became clear that our focus with our horizontal at COLT Telecom for one I was invited back the next Chang founded Block approach, experience technology expertise has day, working on the service day, then for two weeks, in 2006 with Jonathan and expertise combined enabled us to successfully desk. The move proved to and eventually offered Pickering, a former colleague could make a difference maintain success in these be a significant catalyst: a permanent role with a at COLT. “Our first client was within the NHS at a time core industries over the last

30 COMMS DEALER NOVEMBER 2020 www.comms-dealer.com BUSINESS PROFILE Block chief sharpens his focus on key verticals

few years,” he commented. goal has been to do our bit Chang also took a lead In 2017 Chang became CEO, to support the NHS along following the Covid-19 Just a minute with Marc Chang... following the departure with the high street. Both outbreak, playing a key Role models: Kenny Dalglish. Beyond football, I watched of Pickering. “I wanted to have significant challenges role in deploying the him lead not just our club but our entire city through take the business forward while also providing critical infrastructure at London’s Hillsborough, attending every single funeral and supporting with a focus on growth and services to our communities. 4,000 bed Nightingale each family. Kenny fought for justice, stuck by those families profitability, and this became We have developed a Hospital in just seven days. every step of the way and transcended football. That’s what a significant turning point portfolio and partner model “We were involved in makes him a role model to me. I also look up to those who for both me and Block,” that aligns with these several national programmes fought against discrimination, injustice and racial prejudice commented Chang. “Since challenges and tried to be to help the NHS, from – Nelson Mandela and Martin Luther King Jr, Mahatma becoming CEO I’ve tried to ahead of the market in terms helping GPs to perform Ghandi. And my father. He fought with the north west Chinese community to have the British Government formally make Block a great place of technology transitions.” consultations from home apologise for the forced repatriation of their fathers (my for our people to work, with full clinical application grandfather) after they had served during the second world live and grow, while also At the vanguard stacks to the higher profile war in the merchant navy, leaving their families behind. creating a solid operational Chang cited his move into Nightingale hospitals,” There is a plaque of apology near Liverpool Pier Head. platform for growth.” Software Defined Networks he said. “All of the entire What do you fear most? Failure. That’s always as a good example of this Block team were involved been the biggest motivation in my life and driven During the past three years strategy. Block has designed, in making that happen.” me to always improve and never stop. Block has moved from a installed and managed What possession could you not live without? Right now my As part of his crisis response Theragun. I am training for a 5k race which means I am strategy Chang introduced exercising every day and without its healing and massaging Our goal has been to do our initiatives to re-platform I don’t think I would be able to walk at the moment! bit to save the NHS along with some of Block’s solutions and Best piece of advice you have been given? Perception services, such as adapting trumps reality. It doesn’t matter if you know you are the high street. Both have the healthcare collaboration right, if someone believes you are wrong, it wins every solution to integrate with time. Life is often not black and white but a question of significant challenges while Microsoft Teams. “We viewpoint. Part of working with clients or employees is to also re-platformed our VDI listen and to educate, to show a more complete picture also providing critical services solution into the cloud to or different ways of viewing the world. That approach enable quicker and more helps when building team diversity and cohesion. to our communities cost-effective deployment,” Who do you admire most in the channel? Martin Hellawell. he commented. “We can To see Softcat grow organically and profitably over the turnover of £23 million to hundreds of wired and now deliver a single full years to over £1 billion and listed on the FTSE is incredible. The number of tech careers Softcat has created and the £38 million and increased wireless networks since stack clinical desktop within charitable work it does is also admiral. Martin has always EBITDA from circa £600k to inception, and with the one hour from start and been humble and generous with his time and advice. £4.3 million. The group now advent of the IoT and the you can pay for just one If you weren’t in the ICT industry what would you be employs around 150 people. high number of unmanaged month. This drastically doing? I would certainly be running my own business as As part of his strategy Chang devices within healthcare changed how organisations I enjoy bringing my ideas to life and am not sure I could acquired and integrated and retail, the company has were able to respond during work for someone else after 15 years. It would likely be Innov8 in 2018 and Connect- invested heavily in Cisco’s the Covid-19 lockdown food related. I love my food and also fresh produce. IP in 2019. This enabled SDA solution and, says and will drive ongoing Name three ideal dinner guests: John Lennon: I grew the company to enhance its Chang, become the country’s change moving forward.” up next to where he did near strawberry fields and ability to serve the health and specialists in delivering went to school on Penny Lane. Oprah Winfrey for so care market and increase its it across healthcare.” As a business leader, Chang many reasons; and Steve Jobs, the obvious tech idol. capacity to deliver at a much says the pandemic has Your main strength and what could you work on? I am good larger scale. More recently Chang is also looking into AI prompted him to become at spotting a new opportunity and working out how we can Chang founded Socura, and intelligent automation more transparent and open make a great product to address it. But I can be impatient a cybersecurity partner as well as the IoT. “We are in his approach. “There is a and sometimes I could do with listening a little more. which provides advisory and considering how they add tendency to try and be overly Top tip for resellers: Be yourself and keep it simple. advanced detection and features or better services to positive and keep potential Find what you are good at that differentiates response cyber services. our clients,” he added. “For negative news away from your proposition and be true to that. instance, assessing how we your team,” he said. “For us, Tell us something about yourself we don’t know: I used “Our group strategy focuses can provide contextual-based it’s been honesty that’s made to DJ when I was younger and played several well on forming capability and intelligent automation within the difference. We’ve made known nightclubs. During lockdown I reignited the capacity through organic an office or hospital floor to decisions together as a team, passion and played on Twitch with other Block DJs growth and acquisition,” keep the lights, HVAC and and allowed our people to as part of a Block Rockin’ Beats digital festival. added Chang. “I have IT off if no one has entered, make their own decisions How do you relax? I like to play football with my always believed in a vertically even if the lights come on when it comes to their children, walk the dog,create DJ mixes and I recently focused approach and our at 8am automatically.” personal and home lives.” n built a 7,000-plus piece Lego Millennium Falcon.

th Thursday 10 December – Live on-line from London CATEGORY www.cdsalesawards.com SPONSOR

www.comms-dealer.com COMMS DEALER NOVEMBER 2020 31 BUSINESS INTERVIEW Nunn on his move to distribution

In speaking up for smaller resellers ‘left to fend for themselves’, Viegli owner Robert Nunn could not be clearer on his intent to transition traditional players to the hosted world.

he formation of Viegli which is known for cameras as a comms channel rather than phones. But its distributor in April business comms division this year has sparked had a range of phones Ta triggering of demand for and it developed a ‘smart its Unify OpenScape Business phone’ which automatically S platform proposition, prefixed calls with an LCR which Nunn says he has code. “I’ve been in and made easy for resellers to around comms ever since, sell and support, together fully involved in the single with Call2Teams, which line dialler revolution in allows users to connect any the early noughties, selling IP capable PBX to MS Teams, eight million of them across creating a rounded hosted Europe and the UK,” stated proposition. “We’re delivering Nunn. “I’ve always wanted great results and our to get back to being a immediate target is to get channel facing business to 1,000 net new endpoints rather than end user, and a month,” stated Nunn. the Covid-19 pandemic and Call2Teams gave me that “We also continue to see opportunity to change the growth in Call2Teams and business direction and move these two products will into the distributor space. remain our focus for the foreseeable future. At the “We’ve invested heavily in all moment we’re one of the Robert Nunn the areas that I felt let down best kept secrets in comms. by with our own supply I’m pretty sure that’s about chain. My team includes to change. I hope that We’re one of the best kept secrets in comms. a marketing resource for innovative vendors will see instance, helping resellers Viegli’s channel as a good I’m pretty sure that’s about to change to create their own branded home for their products.” flyers and materials; and our Until this year growth had well received and I see provide with the increased billing team will white label Viegli was formed as an been relatively modest with this trend continuing.” volumes of business. We’ve bills for our resellers. We just idea in 2008 and became turnover around the £1.1 addressed this in the main want to build relationships the vehicle for Nunn and million mark. “Bearing in Focus area with technology, speeding and not simply box shift. his former business partner mind we only moved into Nunn’s immediate focus is on up the delivery process. We I’m seeing a large chunk of to work together from the channel space in April we onboarding and supporting can now hand over a system the channel left alone to January 2012. Nunn took are forecasting much faster resellers. “The work we to a reseller in as little as 15 fend for themselves. We are full ownership in January growth and I expect turnover do in the first three to six minutes. Our core is on solid bringing expertise into these 2019. “One of our larger in 2020/21 to be in the £2.5 months of the relationship state servers and equates smaller resellers and investing clients going into liquidation million region,” added Nunn. should make them self- to VMware. The service in relationship building.” in December 2018 was the sufficient thereafter,” he we provide is bespoke for catalyst for the change in “Since April we have added. “As the portfolio every client instance, there Growth to date has ownership and direction,” onboarded approximately grows we will bring experts is no shared resource.” been organic and Nunn he explained. “We spent 65 resellers and we’re into the business that can indicated that Viegli’s all of 2019 reorganising forecasting that to be in support the reseller. The Nunn first clicked with the portfolio will expand. He’s and have now moved into the hundreds by Christmas main challenge is to maintain comms industry in 1996 already investigating 5G a great space in 2020.” this year. So far we’re being the level of service we when working for Olympus, opportunities and seeking

CATEGORY SPONSOR Thursday 10th December – Live on-line from London www.cdsalesawards.com

32 COMMS DEALER NOVEMBER 2020 www.comms-dealer.com ENERGY UPDATE in association with Nunn on his move to distribution Southgate is back in business with new

to help smaller resellers with Ethernet-based circuits. Just a minute with green energy mission “While my team is relatively Robert Nunn... small we have expertise Role models: Simon Sinek DURING his three decades at procure their energy. Our main in, offering an end-to-end in everything we do,” he and my dad! Simon because the helm of Frontier Voice and emphasis is on green and energy solution to our many added. “As we grow we’ll I love his enthusiasm Data and Pink Telecommunic- sustainable energy generation clients and where we are need to add commodity and zest for life; my dad ations, Peter Southgate earned and providing our clients with already considering expansion because he taught me that an enviable reputation for a route to market that enables options to reach out to more of items like headsets into providing high quality, flexible them to report a reduction in the UK’s businesses. nothing is more rewarding our portfolio. That would communications solutions – their carbon footprint and Interestingly, we have seen a than working hard. just make things easier for including Frontier’s App2Chat support the global challenge to positive impact from COVID in our resellers by having a What do you fear hosted telephony solution – to slow down climate change.” our core business and are an established client base busier than ever before and single point of purchase.” most? Snakes. across the UK. Knowing that many businesses continue to perform and The biggest risk you would be under increasing support our clients with their Remote working have taken? Moving into In 2017, he teamed up with pressure in the light of the business solutions. He also noted that Covid- the channel because I Fidelity Energy and successfully Covid-19 pandemic, Fidelity 19 has changed the way genuinely believe we can created a new hub for utility Energy has ramped up its “Having operated in the make a difference. needs and services, specialising partner support processes by telecommunications and IT we all work, and while web in business energy, before personalising the marketing sector for 35 years, I had no What possession could you meetings have been around exiting the industry in a deal support for each partner. This doubt that continuing my for a long time, it’s only in not live without? My kettle. I with Chess ICT. has helped Verda to reach out partnership with Fidelity Energy the past six months that go into shock if I don’t have to both new and existing would be the best thing for my we’ve seen the common two cups of tea an hour. Now he’s back with renewed customers. clients. I knew that it would Best piece of advice you energy and has incorporated a enable me to grow my business adoption of remote working. brand-new business, Verda “The pandemic has certainly and to offer impartial expert have been given? Don’t take “Our industry needs to Energy focussed on providing brought about challenging energy advice with accept that flexibility and yourself too seriously. It businesses with greener energy trading conditions which have comprehensive proposals and agility need to be at the genuinely isn’t about you! solutions. proven tough. However, Fidelity choices to my clients. forefront of everything we Who do you admire most Energy have helped us to buck “Having worked in the comms the trend and we have a full “Many of our customers are do,” said Nunn. “The ability in the channel: Virtual1 CEO Tom O’Hagan. A arena for many years, the marketing strategy in place, SME companies that are under for us to support the reseller launch of Verda Energy is a with our new website now live ever-increasing pressure to seriously good guy building in these areas will steer us welcome departure from our and plans in place to mail out control their costs and protect an impressive business. naturally into the space we core business,” explained to our clients and a wider their bottom line. Our want to fill. I see on a daily If you weren’t in the ICT Southgate. network through local Business partnership allows us to assist Network International with budget certainty and basis the legacy telecoms industry what would you A groundsman “We decided on the name chapters,” said Southgate. provide insurance against the resellers wondering how to be doing? at a cricket club. Verda, as it is the literal market rising in the future, transition from traditional translation of green in Spanish. “Without the support of whilst achieving our objective on-premise models to One example of something Our objective is to help change Fidelity, we would not have of offering Green energy to UK hosted. That transition you have overcome: I broke the way that businesses been in the position we’re now businesses,” added Southgate. my foot in half which has been accelerated stopped my football career. significantly because of That was unpleasant. Covid-19 but these resellers especially are going through Name three ideal dinner guests: Simon Sinek, George a huge learning curve. Best and Ben Stokes. Enthusiasm, genius, genius. “I also think the industry What a dinner that would be. needs to take a long look Industry bugbear: Self- at itself. Things like self- renewing contracts and renewing contracts and spurious charging to clients seven year leasing will (and should be banned. should) become a thing of Tell us something about the past. Everything we do is yourself we don’t know: I’m on 30 day rolling terms and is a decent cricket umpire. handset inclusive. My model Your biggest achievement? is entirely scalable so I would Surviving a 200k hit in hope that in five years time December 2018 and we have around 100,000 still being here. endpoints out there with a Your main strength and what base of 300-plus resellers. could you work on? I am I’m not driven by financial good at solving problems. numbers, but the business But I need to update our “Without the support of Fidelity, we would not will be significant.” n CRM from time to time. have been in the position we’re now in, offering an The UK’s No.1 magazine end-to-end energy solution to our many clients.” for voice and data solution providers Peter Southgate

www.comms-dealer.com COMMS DEALER NOVEMBER 2020 33 BUSINESS INTERVIEW Kaye’s winning blend

After seven months of enabling sectors and workers to circumvent coronavirus and keep Britain working, it is now more clear than ever that channel partner success boils down to a blend of portfolio breadth and value, according to TelcoSwitch Managing Director Barry Kaye.

aye has always system licencing to Office time that’s been challenging harboured a passion 365,” noted Kaye. “That’s for everyone. “We have a for technology. His a huge opportunity for us wide partner base – many earliest childhood because voice with Microsoft have thrived with enhanced Kmemories include the is convoluted and expensive. pipelines as their customers Commodore PET, Acorn We can drive that cost down, transitioned to different BBC Model B and SEGA add features and improve working practices and Mega Drive. Not surprisingly, resilience. That’s a great needed a tech stack to he spent a significant driver for our partners to take support them,” he explained. part of his early career in to market. We’re seeing solid “Others have found the and around the Internet growth in the area of our market more challenging. and FinTech. “I missed voice integration with Teams, But we’ve ensured that our out on the early mobile and expect this to continue.” lines of communication with boom, so was determined partners have been stronger to ensure I harnessed a Kaye has also witnessed Barry Kaye than ever this year. That’s second big opportunity in ‘exceptional growth’ as something that will continue comms – VoIP,” he stated. resellers look for more cost- as we move forward.” effective UC options without Resellers who don’t have TelcoSwitch was formed in the upfront forecasting and a wide enough product To that end TelcoSwitch 2015 by CEO Russell Lux. He contractual commitments. has expanded its channel saw a growth opportunity “As well as high demand portfolio could easily find team and bolstered its for hosted voice and UC and for our voice offering marketing capabilities so now has a growing base for Microsoft Teams, our themselves challenged with partners can engage with of partners across telecoms compliant call recording and new customers through a and IT managed services. So analytics platform is making margin erosion white label programme. much so that the company significant inroads in financial Sales and technical training appeared in the Sunday services and contact centre migration to its V5 and V6 businesses leaned heavily on is delivered via an Academy. Times Tech Track 100 this environments,” he added. platforms, each offered a mobile have had a tough “We’ve added roles in almost year. “The expansion of the raft of new features and year. With reduced travel every discipline,” said Kaye. business has surprised us “The platform continues functionality. TelcoSwitch’s all those roaming revenues “We currently have a team and we’ve exceeded our to grow in features. As a acquisition strategy have gone, and even things of over 70 employees across projections on seats growth,” technology-led business we’re (for example, the Ziron like out-of-bundle UK data the group. The geographical said Kaye. “We’re on target always innovating, improving transaction in January) charges went with everyone footprint of our partners is to double turnover this year and trying out new ideas. also intends to advance working from their home diverse so we have a regional and have over 60,000 people Some of that comes from its product portfolio. broadband. Resellers need to business development team using the CallSwitch platform us, but it also comes from be selling multiple services, to enable that nationwide for voice and collaboration.” working closely with partners, Must haves not just to improve customer level of support. taking their feedback “Ultimately it’s about two stickiness, but to top up that According to Kaye, it’s and seeing where we can things – breadth of portfolio revenue in multiple areas. “The advent of Covid-19 impossible to have a deliver value back to them. and value,” added Kaye. Related to this is of course and subsequent move to conversation about UC We have some interesting “Resellers who don’t have the service aspect. Having remote working is another and not acknowledge products pushing through a wide enough product the right products is one major factor driving our Microsoft Teams. “Microsoft the development roadmap.” portfolio could easily find thing, but looking after your current growth, proving that is everywhere and enjoying themselves challenged with customers is everything.” the TelcoSwitch technology monthly billing relationships A key moment of margin erosion, and an and platform, as well as with customers through development at company obvious example is mobile One of Kaye’s top priorities our operational teams and everything from operating level was TelcoSwitch’s voice. Resellers whose is supporting partners at a processes, work effectively.” n

34 COMMS DEALER NOVEMBER 2020 www.comms-dealer.com Don’t get in a pickle over your billing

Union Street’s well seasoned billing and provisioning software can spice up your business. We’re driven to keep tinkering with our (award winning) recipe.

We invest millions each year to continually enhance our products and improve our customer service for one reason; to put your business streets ahead.

020 8614 9090 unionstreet.co.uk Isn’t that tempting?

1373-UST2020-Ad-Campaign-Design-US-Sizes-Pickle.indd 1 14/10/2020 17:47:20 BUSINESS INTERVIEW Tang’s ultimate mission

All business leaders should not hesitate to campaign in favour of, and subscribe to, the organisational values advanced by B Corporations (B Corps), urges Zen Internet founder and Chairman Richard Tang.

n September Zen Internet What is a B Corp? programme of health and secured certification Certified B Corps are a new wellbeing initiatives. as a B Corp, joining kind of business that balances a growing group of purpose and profit. Being a How will you keep Zen Icompanies reinventing B Corp, for example, gives on the B Corp track? business by pursuing purpose me and my fellow directors a Zen’s independence is as well as profit. Since legal responsibility to make a important to me and that is founding Zen in 1995 Tang positive difference to society why I will never sell. There’s has been keen to ensure and the environment. We are too much short-term thinking that the company balances legally required to consider in the pursuit of short-term financial success with social the impact of our decisions profits in our sector (and responsibility. Over the years on our workers, customers, many other sectors), often he discovered that rather suppliers, community and at the expense of channel than this being a trade-off, the environment. B Corp partners and, ultimately, the two reinforce each other is a community of leaders, their customers. As Zen’s over the long-term, as doing driving a global movement sole ordinary shareholder, I the right things for staff, of people using business can ensure that we always customers and suppliers as a force for good. stay true to our values. I leads to greater loyalty and am proud of our B Corp long-term financial success, What was involved accreditation which backs he argues. Here’s what during the B Corp up the years of hard work becoming a B Corp means accreditation process? we have all put in to make it to Tang, Zen and the wider The certification process Richard Tang happen. It is also supporting community, and how the is comprehensive and the worthwhile global B accreditation was achieved... organisations are required Corp movement that, in my to implement and maintain There’s too much short- view, the world desperately What prompted you to processes which enhance needs. For too long sharpen Zen’s focus on social and environmental term thinking in the pursuit companies, particularly large your key objectives? contributions. These of short-term profits in our organisations, have focused During a visit to Bhutan in processes are then reviewed on short-term profits to the 2008 I learned of the King’s during the verification sector (and many other detriment of all else. Zen ‘gross national happiness’ stage to ensure they meet wants to show its customers, philosophy and it inspired the required standards. sectors), often at the expense partners and the industry that me. That is when I introduced we can be a successful and what are now Zen’s three To become B Corp accredited of channel partners and, profitable company, without most fundamental long-term a company’s entire social and compromising our values. objectives of Happy Staff, environmental performance ultimately, their customers Happy Customers and Happy is measured across the five What ultimately drives you? Suppliers. These objectives key areas of Governance, As part of the process we runs a series of programmes I have made it my mission reflect my own personal Workers, Community, were able to showcase and awareness campaigns in life to do what I can to deeply held values, my belief Environment and Customers. initiatives such as how we throughout the year that evolve our capitalist system that people should come It involves a comprehensive offset our carbon emissions encourage everyone to into one that better looks first, and money second. certification process which as part of our Carbon Neutral take small steps in their after the wellbeing of society I believe the world would took us eight months or Plus status. We also have own lives to reduce their and the sustainability of the be a better place if more so to complete. Examples an environmental steering carbon footprint. Another environment. I describe my organisations operated in of areas looked at include group in place that does a key part of the accreditation mission in a five minute video this way. So when I learned energy supplies, waste lot of great work to ensure is about commitment to on my YouTube channel – about the B Corp movement and water use, worker environmental objectives employees. We provide and becoming a B Corp was last year I instantly knew that compensation, diversity and are set, and met, each year. excellent employee benefits a very worthwhile step on it was a good fit for Zen. corporate transparency. This steering group also and maintain an ongoing this journey. n

36 COMMS DEALER NOVEMBER 2020 www.comms-dealer.com

SMART STRATEGIES Finding a focus for, and driving disruptive thinking

Ultimately, any resistance to establishing a policy of organisation- wide disruptive thinking could pose a risk to the long-term sustainability of a business. And with a disruptive thinking vacuum at the top of many channel organisations it’s time to take control, according to this month’s panel of industry experts...

ow can business embedding a ‘Day 1’ mind should set an example and leaders seize set into the culture of the promote the idea of free the opportunity organisation is fundamental thinking and make sure that to establish to its long-term survival. everyone spots opportunities Hdisruptive thinking as a to differentiate. One of the marker in their company’s This is especially true for most important traits of a path to differentiation, MSPs whose business model successful organisation is competitiveness and ultimate has been disrupted in recent to encourage disruptive, longevity? We asked this years through the adoption innovative thinking through month’s line up of experts of cloud and the shift from a culture of openness. If you – Tony Van Den Berge, traditional on-premises data can provide the forums to Director EMEA Partner centres to hyper-scale cloud promote those ideas you’ll Organisation, Amazon Web solutions. Today, building a overcome the majority of the Services; ANS CEO Paul successful cloud managed challenges that you have. Shannon; Cloudreach Head services practice begins with of Application Development a company’s ability to foster Emma King: MSPs are relied Jason Sutherland; and Emma and develop a cloud-first and upon in the industry for King, Marketing Director Day 1 culture focused on their vision to innovate for Europe, Ensono. automation and innovation. Tony Van Den Berge and transform how clients To do this, you need to start optimise and modernise Why do channel companies with the commitment and Ensure you’re promoting a their IT operations. Leaders need to build disruptive dedication of the leadership need to exemplify this thinking into their team who need to be at the mindset of experimentation, approach, encouraging leadership team? centre of innovation. Without teams to think differently. Tony Van Den Berge: To the guidance, funding and advise employees to try This is best supported by a survive, resellers need to and sponsorship of senior working environment that undo some of the things leadership, transformation different things and learn empowers employees to they’ve been doing, which plans can, and often do, disrupt the status quo. requires that they build fail, stall or fall far short from their mistakes disruptive thinking into their of their full potential. How best should resellers business at all levels. At we teach customers about your employees have the overcome inside the Amazon, this is encompassed Amazon founder and CEO when moving to the cloud. freedom to suggest changes box thinking, and how in what we call our ‘Day 1’ Jeff Bezos has always said, and new approaches that important is it for them philosophy, which is founded ‘If you’re going to take bold Paul Shannon: Disruptive mean your customers and to think outside the box? on the belief that great bets, they’re going to be thinking should be organisation benefit. Tony Van Den Berge: When companies never abandon a experiments and if they’re ingrained in every leadership it comes to innovation and start-up mentality. To remain experiments, you don’t know team. Leaders should Jason Sutherland: Building development, very few relevant, organisations need ahead of time if they’re going recognise that just because disruptive thinking into people know what is going to move fast and be able to to work. Experiments are, they’re doing something a your leadership team is to work straight away, so quickly embrace new trends. by their very nature, prone certain way doesn’t mean necessary if you are going it’s important to try things. Those that get caught up to failure. But a few big they should do it that way to find the next edge of This is where the culture in process, which stifles successes compensate for forever. Once you’ve got a innovation. But it’s not just of continuous innovation, creative thinking, get pushed dozens and dozens of things truly disruptive leadership about the leadership team, fail fast methodology, and into ‘Day 2’ companies and that didn’t work’. This is one team you can begin to it’s important to promote agile come into play. Ensure risk irrelevance and decline. of the foundational principals filter this throughout the innovation throughout you’re being scientific and Disruptive thinking and of Amazon and something whole organisation, so the organisation. Leaders promoting a mindset of

CATEGORY SPONSOR Thursday 10th December – Live on-line from London www.cdsalesawards.com

38 COMMS DEALER NOVEMBER 2020 www.comms-dealer.com SMART STRATEGIES Finding a focus for, and driving disruptive thinking

experimentation, and advise team to think differently is by by a willingness to embrace employees to try different inviting other people into the change. So many leaders things and learn from their room. Our senior leadership are held back by a fear of mistakes. Once you’ve got team meetings are attended failure, unwilling to threaten this you will be promoting by three people that aren’t the status quo that may be psychological safety within directors. We’ve compared delivering good results for a your organisation. At this the difference in the company. Instead, business point, you know you’re meetings when these three leaders need to reorient their becoming more successful. people attend and when mindset and think creatively they don’t attend, and found about the problems facing While this advice has been the quality of the meeting their industry and what around for years, very few and level of innovation solutions they can offer. companies sit down and has always been greatly promote this mindset and enhanced when they are The success of disruptive the tools that go along with in the room. This is one of thinking and executing on it. Everyone has a good idea, the most important changes sound strategies hinges on but you have to give people you can make to help you decision making. What tips Jason Sutherland the tools to try those ideas, think outside the box. can you offer to help the innovate and fail fast. It’s decision making process? not just about encouraging Jason Sutherland: Two things Tony Van Den Berge: Many One of the most important surface level disruptive are important here. First, companies make high thinking. Ensure you have leaders must lean on their quality decisions, but they traits of a successful business the mechanisms to promote organisations to execute make them slowly. To keep is to encourage disruptive, outside of the box thinking their ideas. They need to the energy and dynamism and a Day 1 mentality. be good at framing what it of a Day 1 company you innovative thinking through a is they’re looking for, and have to make high quality, Paul Shannon: A big problem they need to make sure high velocity decisions. This culture of openness that is often overlooked is they guide the thinking, is easy for start-ups and ego. Lots of businesses are while not explicitly saying very challenging for larger not actually understanding are able to effectively run by people that believe what they’re looking for. organisations, but speed where their value leaders are, deploy their disruption success is down to them and Second, it is vital to unlock matters in business. So meaning they’re not sure strategies have followed their thinking. This is hugely autonomy. If you don’t break don’t just settle for quality what they’re trying to take to a path of specialisation detrimental when cultivating outside the box you run decisions, be mindful of the market or what they’re and differentiation. Next disruptive thinking. It can the risk of being singular decision velocity too. trying to do. The Google OKR generation MSPs must decide hamstring any business and a in terms of how you think is a great model of framing which areas, solutions, board when they go through of yourself in the market. Paul Shannon: Failing to make your thinking: What are the industries, verticals and use various stages of growth. any decision is a lot worse objectives? What are the key cases they want to build The best way to encourage Emma King: Inside the box than making the wrong results? Most importantly, specific expertise in. Normally, the board and the leadership thinking is best overcome one. Making tough, far how are you going to those areas tend to be where reaching decisions is certainly quantify and measure? they have a proven track one of the most difficult record with solid customer aspects of my job. If you Emma King: Successful success stories. At AWS we happen to make the wrong decision making relies on a help next generation MSPs call, you just need to take clear strategy set from the build a differentiation plan responsibility and have the top. As part of this, leaders that incorporates every facet guts to get back out there need to set a culture where of the business, making and make another decision. employees feel safe and sure that the plan is aligned At the end of the day, you empowered to innovate. with their overarching bear that responsibility as Blame behaviours have to business strategy. a leader, no matter how be clamped down upon and heavily it may weigh on you. replaced with accountability. Paul Shannon: You need to know your vertical inside out Paul Shannon Jason Sutherland: Number Which areas of the market before you start worrying one is to actually have a should resellers be most about which disruptive Making tough, far reaching decision making process, a mindful of when aligning strategies you’re going kind of ‘meta model’ around their disruption strategies? to apply. If you choose a decisions is one of the most how we think we’re making Tony Van Den Berge: disruptive strategy that our decisions. This comes The successful next doesn’t align with the difficult aspects of my job back to a lot of organisations generation MSPs that Continued on page 40

th Thursday 10 December – Live on-line from London HEADLINE www.cdsalesawards.com SPONSOR

www.comms-dealer.com COMMS DEALER NOVEMBER 2020 39 SMART STRATEGIES Top tips from Amazon CEO Jeff Bezos on how to make key decisions

• Never use a one-size-fits- know we disagree on this but all decision making process. If you’re good will you gamble with me on Many decisions are reversible. it? Disagree and commit?’. • Most decisions should at course By the time you’re at this probably be made with correcting, point, no one can know the Emma King somewhere around 70 per answer for sure, and you’ll cent of the information you being wrong probably get a quick yes. wish you had. If you wait for • Identify true Innovation is frequently 90 per cent, in most cases, may be less misalignment issues early and impeded by the lack of you’re probably being slow. escalate them immediately. Either way, you need to be costly than Sometimes teams have flexibility in a business’s IT good at quickly recognising different objectives and and correcting bad decisions. you think, fundamentally different infrastructure If you’re good at course whereas views. They are not aligned. correcting, being wrong No amount of discussion, Continued from page 39 value on top of someone may be less costly than you being slow is no number of meetings verticals where you’ve spent else’s portfolio, which think, whereas being slow will resolve that deep years building a reputation we all are, then actually is going to be expensive. going to be misalignment. Without and credibility, then there’s understanding what the • Use the phrase ‘disagree escalation, the default dispute no point operating with portfolio is going to look and commit’. This phrase expensive resolution mechanism for that disruptive strategy in like over three, six or 12 will save a lot of time. If this scenario is exhaustion. the first place. My advice months is very important. you have conviction on a though there’s no consensus, Whoever has more stamina is to focus on what you do Also, be mindful of what particular direction even it’s helpful to say, ‘Look, I carries the decision. n really well in a particular partnerships are happening vertical and just go for it within the wider industry. with a well researched and Tony Van Den Berge, Director EMEA Partner Organisation, Amazon Web Services, applicable disruptive strategy. Emma King: Innovation on his ‘cloud value vision’: For most enterprises, around two thirds of their IT budget is is frequently impeded by still spent ‘keeping the lights on’, running back office systems. In an on-premises structure the Jason Sutherland: Resellers the lack of flexibility in a majority of costs and resources are below the value line, unseen and undifferentiated. This budget should lean on their business’s IT infrastructure. allocation challenge leaves IT leadership in the back office with aging technology, and this challenge partner relationships and But cloud computing provides is a significant contributing factor to what is holding many of these companies back from true really understand what the a perfect platform to support transformation and innovation. With cloud you can reduce costs of infrastructure management and other undifferentiated work, and, more importantly, pull more resource investments into more roadmaps look like for those disruptive thinking and strategic and business value contributing efforts. vendors. If you’re providing business model innovation. n

Digital Events

Comms Dealer’s new online events are designed to offer a cost-effective route to market and a unique opportunity for sponsors to build their own reseller communities.

Our online events include:

Comms Dealer Virtual round tables Comms Dealer Educational Webinars

Use our digital events to deliver… Thought leadership Website & Social media Brand exposure and Research and industry Analytics & content traffic and lead gen networking insight measurement

Contact us to explore how you can grow your partner community with Comms Dealer online events. Simon Turton [email protected] 07759 731 134

40 COMMS DEALER NOVEMBER 2020 www.comms-dealer.com FocusShield The complete business solution

Increase revenue by diversifying your portfolio with Focus Shield

Health Monitoring & Inventory Anti-Virus Email Protection & Anti-Spam Mobile Device Management (MDM) Cloud Backup Exclaimer Cloud Email Signatures Microsoft 365 Microsoft 365 Backup Manager

To find out more call us on 0330 024 2004 DISRUPTIVE STRATEGIES Fresh thinking as Realising the a route to future right balance

he term ‘disruptive’ can be applied to business success simply questioning the norm or being Tradically innovative in your here are strong communication are at the approach. Either way, it‘s arguments in favour core of a business strategy, essential to constantly of underpinning believes Mackie. “Especially challenge current practices key elements of a at a time when we’re all and assumptions, to be Tlongt-term business plan working from home and flexible and adaptable, with disruptive approaches, employee engagement and to embrace new according to Alan Mackie, is more important than business practices, working Chief Marketing and Products ever,” he added. environments and emerging Officer, Gamma. He says technologies. “But being that the ‘business as usual’ Leadership is crucial in disruptive does not mean status quo will remain in bringing discipline to that you always have to be Andy Wilson perpetuity – despite market disruptive strategies and radical,” stated Andy Wilson, uncertainty and a superfast Alan Mackie key to success is execution, Head of Wholesale, CityFibre. “It’s also necessary to have moving industry – unless which ultimately hinges on “Many customers value a culture which allows channel leaders pursue Outside-the-box decision making. “Decision stability and consistency. people to make mistakes. strategies characterised by thinking should making should be a trial You should not be disruptive Whether they are senior or fresh thinking – an imperative be encouraged and error process,” noted for its own sake.” middle managers, or junior that has been catalysed by Mackie. “Some decisions employees, people should the Covid-19 pandemic. throughout the might lead to failure, but it’s For resellers seeking to never be scared to try “For many organisations company, not just critical for reseller leaders to be disruptive and take a something, and they should disruptive thinking is a matter at leadership level persist and adjust throughout leadership position, their never be punished for making of survival,” stated Mackie. this process. We are living business model and culture a mistake. You should “In the past year, competition strategy involving all people in uncertain times, and will need to change. “You include everyone in the has been fiercer than ever: within the organisation. although scary, organisations also need stability and business in your disruption Every business has changed will need to continue to consistency,” added Wilson. strategy and have a feedback the way it works, and the “When we talk about innovate and take action if “It is also key to get the loop that will allow their quick shift to digital has been outside-the-box thinking, too they want to succeed.” balance right between voices to be heard.” highly disruptive in itself. often we assume this means data collection, analysis completely revolutionising According to Mackie, and accuracy, and the Key threat “It is vital for businesses to the status quo,” he added. disruption strategies should delegation of responsibility For many channel businesses avoid getting stuck in their “This assumption makes the start with the customer within the business. The today, the biggest threat pre-pandemic direction and whole concept sound way and take account of the better the information will be new, more dynamic ways of working. Now, more more challenging and time problems they are trying to and interpretation, the and disruptive entrants, than ever, organisations will consuming than it needs to solve or the improvements more accurate your believes Wilson. “These need to innovate and, in be. Ultimately, when a leader they want to make to their decisions will be.” new businesses will be some cases, step outside of truly thinks outside the box, business. “Once we have quick thinking, agile and their comfort zone. Business the box goes away – and so established the nature of Resellers are also advised to responsive,” he said. “They leaders should encourage does the pressure of having the value we are looking to be disciplined and make time have no legacy constraints employees and colleagues to deliver something new. bring to the customer, this to think because thinking is and are able to react and to go past the idea of doing Business leaders who are can be the guiding principle vitally important to decision adapt to changes in the something ‘the usual way’, hoping to overcome inside- in determining the go-to- making. “Block out physical market quickly. Established and move towards doing the-box thinking should market plan for the business, time for tactical and strategic businesses need to think it ‘the outstanding way’, be willing to take a new and the different markets thought, otherwise you will how they can respond to even if this is outside of perspective on their day-to- to explore,” he stated. always be consumed by the that challenge and turn it the organisation’s normal day work and activities, while “Rather than jumping on the here and now and won’t into an opportunity. While way of working.” also having the flexibility latest technology or market have the opportunity to plan customers value stability and necessary to incorporate new opportunity bandwagon, and strive towards future dependability, resellers will Mackie believes that business ideas into their routine.” resellers should set out their goals,” noted Wilson. “To be nevertheless need to match leaders should adopt a business purpose and look to truly disruptive, you also need the new entrants in terms measured approach to driving Outside-the-box thinking develop new ways of working to be agile and able to make of their innovation and their and managing disruptive is only possible when and new partnerships to decisions and act on them capacity to embrace new thinking, with an all-inclusive collaboration and support their plan.” n immediately, at every level. ideas and technologies.” n

42 COMMS DEALER NOVEMBER 2020 www.comms-dealer.com Monetising tomorrow’s MVNO and IoT success stories It’s in our DNA

0333 8004800 Elevate

Elevate now seamlessly integrates with • Out of the box MVNO & IoT integrated Transatel’s cellular connectivity platform billing & provisioning to make your launch on the UK’s number • Monetises new connectivity and digital one 5G network effortless. Jump-start services, with ease your MVNO & IoT proposition with a • Adapt seamlessly to ever-changing billing platform that means business. market opportunities

Transforming Telecoms Find out more at imperatives.co.uk. Get in touch to - It’s in our DNA Elevate your business to another level.

Elevate has been recognised for excellence and innovation by several industry leading awards. HEADLINE SPONSOR

COMMS NATIONAL AWARDS All together now! Thousands relish on-line Awards extravaganza to celebrate success and unity in the channel

THE Comms National Awards is a unifying force so in the absence of a physical event this year Comms Dealer laid on the next best thing – an event streamed live from London with everyone linked via video and social media. The response was staggering and summed up how people in our industry are doing amazing things during the pandemic crisis.

On the day, over 600 channel people tuned in from home, in ‘bubbles of six’ in their offices, or in a local pub to be part of the spectacle and with almost 25,000 views on Twitter, hundreds of LinkedIn posts and 2,000 video views, the event truly united the industry in a surge of goodwill, with finalists and winners celebrated from every part of the UK.

The broadcast quality interactive awards ‘show’ was hosted by radio and television presenter Colin Murray (pictured) who engaged with hundreds of ‘viewers’ face-to-face on screen and via social Wholesale Solutions were double winners and awards co-ordinator Nigel Sergent. media (#CNAwards2020) throughout the while EveryCloud Security snapped up a proceedings. trio of gongs including Enterprise Reseller “I am extremely grateful to our judging of the Year. Uplands collected the SME panel who gave up their time to judge the Viewers saw Elite Group CEO Matt Newing Reseller of the Year award. awards, and a final word of thanks must go acknowledge his Entrepreneur of the to our headline sponsor DWS and all our Year award from his office in the Isle of “There were some fantastic triumphs and award and hospitality sponsors for their Man then witnessed winning celebrations heart-warming stories to tell, but on the invaluable support.» across the land including Highnet in North day the real winner was the entire channel Scotland, Uplands in Wales and SaltDNA in which demonstrated its ability to adapt and Newing added: “I’m grateful and I’m Northern Ireland. deal with unprecedented situations created amazed to have received the Entrepreneur by the pandemic rapidly and intelligently,” of the Year award. It’s recognition for what Union Street, Gamma, Jola and Digital enthused Comms Dealer Editorial Director we are achieving out there.”

Headline Sponsor Category Sponsors Hospitality Sponsors

44 COMMS DEALER NOVEMBER 2020 www.comms-dealer.com ROLL OF HONOUR 2020 Comms Dealer Awards WinNers...

ENTREPRENEUR OF THE YEAR – Matt Newing, CEO of Elite Group Matt Newing is an ambassador for the Prince’s Trust and a dedicated supporter of the progression of young people. He believes in giving back and supporting local communities and ensured that charity forms an integral part of his Group’s culture.

BEST CALL MANAGEMENT SOLUTION – Akixi Limited Akixi delivers management reporting, real-time analytics, and trend analysis. A reseller customer said their solution blows competitors out of the water. Revenues at the company have risen by 28% this year.

BEST BILLING SOLUTION – Union Street Technologies Union Street’s ABILLity platform manages the billing activities of over 600 comms providers. A reseller customer said Union Street has a real understanding of its processes and the vital nature of billing to its business.

BEST ICT DISTRIBUTOR – Jola Cloud Solutions Over the last 12 months mobile broadband and sim card distributor Jola has grown billed revenues by 26.5% to over £5m. In a survey, 95% of Jola partners said they would recommend them to friends or colleagues . BEST END POINT OR DEVICE – Jabra Engineered to be the world’s first intelligent 180-degree Panaromic-4K plug-and-play video solution, Jabra PanaCast has provided channel partners with a new and unique way to acquire new business.

BEST HOSTED TELEPHONY PLATFORM – Digital Wholesale Solutions DWS hosted seats on its HV.Select platform have expanded during the pandemic to over 110,000. One reseller said: “DWS has offered incredible resources to help in the lead up to the PSTN switch off, helping us to explain the need to transition to IP to our customers.”

BEST SME TELEPHONY SYSTEM – Wildix Wildix delivers a full collaboration, software free PBX feature thanks to its market-leading use of WebRTC. One reseller said “when our engineers set up the first system, they could not believe how simple it was. One click on an email and they were live.”

BEST FIXED LINE NETWORK – Virtual1 Virtual1’s advanced network continues to go from strength to strength offering cutting edge propositions combined with empowering partners to self-serve. One reseller said: “Virtual1’s network, portal and technical service support is second to none.”

BEST WHOLESALE SERVICE PROVIDER FOR COMPANIES (up to £10m t/o) – VanillaIP Vanilla sees its key role to be predicting what resellers and their customers will need in the future. This cannot be more clearly demonstrated than by the 100 strong development team behind its Uboss cloud management platform.

BEST WHOLESALE SERVICE PROVIDER FOR COMPANIES (over £10m t/o) – Digital Wholesale Solutions The DWS connectivity portfolio continues to grow with over 90,000 new broadband connections, 2,300 new ethernet lines and over 213,000 new mobile connections. The judges agreed DWS is a highly dynamic business clearly focused on developing partner businesses.

BEST SME UC SOLUTION – HighNet Telecoms Based on the Xelion hosted telephony platform, HighNet’s ‘well thought out and alternative’ solution provided Highland Fuels with a state-of-the-art unified communications system with 80 Xelion user licenses. www.comms-dealer.com COMMS DEALER NOVEMBER 2020 45 COMMS NATIONAL AWARDS ROLL OF HONOUR (cont’d)

“What a fantastic event – well done to the BEST ENTERPRISE UC SOLUTION – Incom-CNS Group Comms Dealer Team. We love sponsoring Incom-CNS delivered a Mitel MiVoice Business UC solution awards events because we love working and migration to SIP trunks across six UK sites for global wire in this sector, working as part of the best systems manufacturer, Gripple. Phase 2 will see the solution channel in the world. Sharing, recognising rolled out globally. and celebrating success is always important, but right now more important than ever – we have lots to stay positive about. I’m sure BEST SME MOBILE OR IoT SOLUTION – Uplands everyone enjoyed seeing lots of familiar faces Upland supplied SIMS and Data Connectivity into devices that and seeing people being recognised for great manage and control machines at Cornish Labour Services to work. Well done to everyone especially the improve efficiency and productivity, as well as reducing costs. winners. Onwards and upwards into 2021 – ROI for the customer was a key factor in securing this award. wishing everyone well.” TERRY O’BRIEN, CEO DIGITAL WHOLESALE SOLUTIONS BEST ENTERPRISE MOBILE OR IoT SOLUTION – SaltDNA SaltDNA offers ‘Peace of Mind’ for organisations who value their privacy, by giving them complete control and secure communications to protect their trusted relationships and stay safe. The judges thought this highly differentiated solution made SaltDNA a winner.

BEST SME CLOUD SOLUTION – Charterhouse Voice and Data Charterhouse’s cloud comms solution for law practice The Chambers at 9 Bedford Row in London, seamlessly integrates with the legacy IT infrastructure, saving barristers, clerks and support staff time and delivers an agile working environment.

BEST ENTERPRISE CLOUD SOLUTION – EveryCloud Security EveryCloud - in partnership with 8x8 – provided Manchester law firm Slater and Gordon with an easy-to-deploy cloud contact centre solution which has transformed their customer experience and delivered a ‘work anywhere’ technology platform.

BEST SME VERTICAL MARKET SOLUTION – Windsor Telecom Windsor Telecom developed Next Call - a bespoke skills-based routing, scheduling, and reporting solution for its pressured healthcare customers. This has increased productivity by up to 25% and has revolutionised the way customers manage communications.

BEST ENTERPRISE VERTICAL MARKET SOLUTION – EveryCloud Security Harnessing best-of-breed security technology, EveryCloud’s “In this year’s awards there were some solution protects clients ranging from Premier League and Women’s Super League football clubs to top-flight incredible examples of how good our industry international sporting and events venues. can be. Everyone jumped through hoops to do things in days that would normally have taken weeks or months. Some companies BEST CHANNEL SUPPORT SERVICE – CityFibre did extraordinarily innovative things, that are outside of what we would normally do as an CityFibre works collaboratively with its partners to help them industry. In a world that, at the moment, can identify profitable target markets, develop and execute feel at times a little depressing, reading these exciting and innovative sales and marketing campaigns and entries has reminded me how good people support this with expert advice and financial support. can be.”

IAN FISHWICK, CN AWARDS JUDGE AND ADEPT BEST CHANNEL PORTAL – Gamma CHAIRMAN, The Gamma Portal provides its partners a home for everything they need to provide outstanding customer service and seamless business operations.

Headline Sponsor Category Sponsors Hospitality Sponsors

46 COMMS DEALER NOVEMBER 2020 www.comms-dealer.com “We’ve massively missed our adventures with Comms Dealer this year and when something’s not there you feel a whole part of you is BEST RESELLER INNOVATION AWARD – Capito missing. Tonight, you’ve reminded us what a great channel and industry we have with so In collaboration with HP, Capito re-purposed unused many new faces and businesses out there hardware from their customer bases by collecting, securely data wiping, and provisioning IT equipment which was being successful. Thanks for going above and no longer required and re-deploy the devices to frontline beyond, overcoming many adversities, and services. bringing people in the industry together. It’s what makes us strong and keeps us alive. With hope and resolve we will be stronger and fitter BEST SUPPLIER INNOVATION AWARD – Union Street all round.” Union Street’s NxTier SaaS solution means resellers can CHRIS MORRISEY, MANAGING DIRECTOR LILY COMMS connect their customer’s phone system to NxTier then route call traffic through their preferred carriers, accessing many of the benefits of owning a soft switch but with a far lower cost of ownership.

DIVERSITY AWARD – Jola At Jola, meetings have either subtitles and chat boxes or an interpreter to ensure all staff can fully engage and all employees take a sign language course. More than a third of employees are female and occupy 50% of middle management positions. This a great example to the industry.

CSR AWARD – Cirrus At Cirrus, Employees take Social Action Days and Cirrus technology is optimised for use by charities including the Community Coronavirus Care Group, enabling them to benefit from the latest cloud- based voice solutions.

RESELLER KEEPING BRITIAN WORKING AWARD – BDR Group BDR has been an essential partner for Southern NHS Trusts through the COVID-19 crisis, supporting over 15,000 NHS staff with essential services. The judges said the work BDR carried out for Kent & Medway NHS was phenomenal, especially delivering PPE for free.

SUPPLIER KEEPING BRITAIN WORKING AWARD – Gamma Gamma’s partner Support and Recovery Packages have dealt with all areas including hibernation, expansion and new business. These measures have already generated over £1 million in credits to Gamma partners.

SME RESELLER OF THE YEAR – Uplands Uplands has developed into a fully blown Managed Service Provider offering a ‘one point of contact’ process that incorporates a Strategic Contact Strategy enabling customers to be continually engaged with Uplands offerings and technological improvements.

ENTERPRISE RESELLER OF THE YEAR – EveryCloud Security EveryCloud’s niche service uniquely protects businesses through best-of-breed cloud security, phishing remediation and identity and access management solutions. Judges described the work they have carried out for international sports venues as ‘utterly compelling’.

www.comms-dealer.com COMMS DEALER NOVEMBER 2020 47 CUSTOMER SERVICE KALEIDOSCOPE Service teams rise to the challenge of home working

ew research from managed services company Maintel has found “We’ve been keen to respond to our partners’ changing that more than a third of people (38.6%) in total, admit to losing priorities, as most businesses have had to adjust the way their temper with customer service agents and 26% of Brits aged they work. We observed a reduction in inbound calls and 18-24 and 25-34 admit to swearing at them. an increase in cases raised through our support portals. We N responded by working closely with our development team to facilitate portal enhancements. We’ve strengthened our Meanwhile, 44.4 per cent of customers have hung up in frustration and 53.9% processes, equipping individuals to provide a consistently have asked to speak to a manager. The research was conducted during excellent service against a changing backdrop. Collaboration lockdown and explored the experiences of 200 people with customer services and cross departmental working have increased, and our teams are equipped to respond to the changing needs of teams and contact centres, They were asked how they would prefer to get in our partners. A new operational support group has also been touch, whether their experience has been good and where their frustrations lie. established, enabling staff to easily communicate with a wide group outside their own team, regardless of where they are In a bigger study, global workplace performance firm Leesman surveyed 700,000 working from. We also hold open conversations with partners, so that we can clearly understand their current priorities. workers worldwide to find that 52% have little or no experience working from VICKI COWPERTHWAITE We’re currently running a questionnaire which aims to identify home. The research also concludes that the UK is one of the world’s ‘least 9 GROUP how their needs have changed since the pandemic began.” prepared countries to weather a mass home-working strategy’, with 55% of its workers having little/no experience. “BDR invested a significant amount of resource creating a seamless operation for homeworking ensuring the With the coronavirus pandemic forcing large numbers of staff to work remotely, latest technology is available for support staff in whatever customer service leaders must ensure that their teams remain engaged, healthy, environment, by offering a blend of voice and video effective, and productive in their new working environment, despite having to communication maximising efficiency when assisting customers. We utilise Power BI for live statistics on manage them remotely. So what skills are required, and what best practices performance behaviours such as calls, emails, tickets and jobs need to be followed? handled by each agent so we could divert additional help to the right areas, reducing stress where possible. We also The theme of last month’s Customer Service Week reflected the importance of provide tutorial videos for repetitive tasks, saving time. We teamwork in providing outstanding service to all customers. This all led to some implemented shift patterns in three of our support divisions to accommodate customers new work patterns. Most of our staff key questions for our service leader contributors this month: During the Covid-19 have adapted well due to the fast-paced nature of our group, pandemic, how have members of your customer service team embraced your whilst a few require additional help with the transition and new work arrangements, how are they striving for excellence, how are they MALEK RAHIMI increased workloads. Overall, we are feeling positive going adapting to change and what, if any, challenges have they overcome? BDR forward with relative harmony.”

“At Gamma, our key focus has always been to deliver our “Pre the COVID Pandemic “Home Working” was for the lucky objectives and strategy as planned, regardless of the current few. However, working from home and being isolated can be crisis. Prior to the first national lockdown, we decided to shift a lonely experience. A good customer service team thrives in a to home working to protect our people’s health and wellbeing, fast paced, collaborative environment. I am used to questions and to continue delivering our services as seamlessly as flying here and there, shouted across the office. Frustration, possible. This early decision was only made possible by the usually at carriers, boiling over and the support the technology we already had in place well before 2020. Over togetherness brings. The intoxicating team spirit! To overcome six-months into the pandemic, we are continuing to support this, we have twice daily video conference calls to review our customer service team by listening to their needs and sticky issues and listen to each other’s stories. Originally these reacting accordingly. Striking a work-life balance has been where just audio conference calls but we soon found that the especially difficult for some of our colleagues, but we’ve visual element provided a turbo charger to the calls. Facial overcome this challenge by encouraging alternative working expressions and eye to eye contact adds a huge amount of hours to accommodate family and childcare needs where personal interaction to distance communication, which cannot necessary. Ultimately, our collaborative culture and flexible be underestimated. Oddly, I also miss the unwinding on the approach have made it possible for our customer service team journey home, a quite interlude between work life and home PATRICIA FARRELL to continue delivering the best possible service to our partners DAN MILES GAMMA and customers.” FIDELITY GROUP life.”

Book Your MiFID II & PCI Compliant COMMS NATIONAL AWARDS Call Recording for Microsoft Teams Demo Today! 2020 Microsoft Teams direct routing, done right HIGHLY COMMENDED BEST HOSTED Advanced call routes, skill-based routing, Video, voice, screen share and messaging TELEPHONY PLATFORM 0333 234 9911 group voicemails, mask CLI and much more! All recorded, all compliant, all in TeamsLink wavenetwholesale.com

48 COMMS DEALER NOVEMBER 2020 www.comms-dealer.com CUSTOMER SERVICE KALEIDOSCOPE Service teams rise to the challenge of home working

“The move to fully home working, and then a blended “At Network Telecom we worked quickly to get customers set approach when we were able to offer some office-based up for remote working, many for the first time. Our customer working, has been very well received by our teams. People service team acted with urgency from their own homes, have embraced the opportunities and flexibility available to providing businesses with equipment like additional mobiles them. However, WFH is easier for some than it is for others, and dongles, as well as upgrading them to the cloud. Our and our middle management have had to learn how best aim was to empower our customers to work from home at to support the health and wellbeing of their team. We’ve short notice and ensure business continuity. We moved to put a lot of effort into raising awareness, educating and remote installations and remote training, ensuring customers empowering our people to provide this support to the very had everything they needed to work remotely. Internally, our teams pulled together with members of other teams best of their ability. We also have to manage productivity joining the customer service team to add additional support. and the customer experience, and this isn’t easy when people Thanks to our WiFi-enabled desk phones, NT Multimedia, we are dispersed. We’ve been very attentive to our Customer were able to stay in constant contact. We utilised our video Satisfaction surveys, and we’re monitoring our Net Promoter conferencing platform, Enreach Meetings, to keep up team Score results very closely. It’s been great to see higher scores morale throughout. As a result, we were able to uphold top- KATRINA MACLEOD and great customer comments since March – home and DUNCAN WARD class customer service despite working completely remotely for HIGHNET blended working works!” NETWORK TELECOM the first time.”

“Due to the services we offer and the equipment we provide “After a series of lockdown simulations, all of CityFibre’s for staff, we were quickly able to move to remote working office-based employees, including our customer service across the business which enabled staff to work safely and team, were working from home prior to the national adapt to lockdown. With the closure of schools in particular, lockdown announcement, ensuring they all had full staff were able to manage their workloads around childcare access to the systems and resources needed to efficiently whilst still exceeding company KPI’s and supporting customers. work remotely. We pre-empted the need for collaborative With a small reduction on inbound work in the early months and emotional support during these unprecedented of lockdown, staff were able to take time to review current times and established a programme of regular internal processes and make changes and improvements to better communications and utilised our existing team of internal support customers whilst increasing their knowledge of the Mental Health First Aiders to support staff. Ensuring the products and services they are supporting. More time at well-being of our colleagues is a top priority and one home – staying safe – also allowed staff to spend more time of our noted challenges since working from home.” with their families and offer support during what has been a challenging time for everyone and help them adapt.” ROB STEVENS ANNE SHANNON JOLA CITYFIBRE

“I couldn’t be prouder of how our customer services team “Whilst you can’t replace face-to-face interactions for building has stepped up during this pandemic. The volume of calls relationships, using the latest technology and the bonds we received initially were unprecedented, all at a time where already created, the transition to remote working within our team were adjusting to remote working, something they Virtual1 has been seamless. Our customer services team previously had no experience in. The team straight away has done a phenomenal job supporting each other both adopted a can-do attitude and demonstrated great empathy through video conferencing and chat to stay ultra-connected. for our clients, providing support when it was really needed. Our real-time NPS system has also been a great asset in We helped our teams to adapt by delivering specific ‘Working helping us respond to customer concerns immediately. We from Home’ training, which really helped our people to monitor progress until satisfaction is restored and, during understand how they could deliver their role from home and the pandemic, our Net Promoter Score has actually increased by 20 points. The main challenge we’ve had is the local what our expectations were as a business. All through making lockdowns as our people need their support networks. these adjustments, our call volumes were higher than ever Knowing this, we have made extra effort to stay close to our as our customers equally needed our support in adapting teams, ensuring daily contact and making them aware of the to work from home, so we made it our mission to contact mental health support we have available. We also continue to all of our clients to discuss how we could help to minimise CHRIS MORRISEY DAVID SAMPSON host virtual socials to facilitate the relationship building that LILY COMMS disruption.” VIRTUAL1 we believe is so critical.”

Book Your MiFID II & PCI Compliant COMMS NATIONAL AWARDS Call Recording for Microsoft Teams Demo Today! 2020 Microsoft Teams direct routing, done right HIGHLY COMMENDED BEST HOSTED Advanced call routes, skill-based routing, Video, voice, screen share and messaging TELEPHONY PLATFORM 0333 234 9911 group voicemails, mask CLI and much more! All recorded, all compliant, all in TeamsLink wavenetwholesale.com

www.comms-dealer.com COMMS DEALER NOVEMBER 2020 49 Why leaders must prioritise mental wellbeing of staff

ob Swallow has been in the ICT industry for more than 40 years, in the past B20 years holding board level roles including national and international sales leadership, general management and CEO positions for the likes of Siemens and BT. As a Trustee of Mental Health Associates, the new charity set up as a first response resource for anyone suffering from anxiety, depression or ‘fear of failure’ in our industry, Bob Swallow we asked him what ICT leaders should be aware of fear of failure, or even from add to any feelings of as pressures increase on sales peer or partner pressure. foreboding that already exist. teams during the pandemic... With the constant drive for growth or greater profitability How important is a ‘talking How can you identify from various types of post’ for people who an employee struggling, ownership, the scrutiny on might be struggling? possibly with a mental performance builds pressure. It is the first and most health issue? important step to getting As in all walks of life it is What is the impact them the help and care they sometimes very difficult to of unrealistic targets need. Sales people tend recognise when someone on sales people? to be confident, bordering is struggling with mental Unrealistic target setting is on arrogant, and therefore keevio health. People who don’t poor sales leadership. Sales not in any need of support. want others to know will people are well rewarded We know that this isn’t the develop an ability to appear if they are successful and case, and they often struggle mobile fine. Sales people are some believe that because to discuss their issues. particularly good at this, but of this, any amount of very few survive putting a pressure is OK. If the quality How can people in The next step to flexible brave face on. My experience of leadership is good, then our industry help? business communication. is that talking things through they will identify quickly We need funds to create and is much more productive. where someone isn’t coping. man a dedicated helpline So it’s important for leaders and provide training and to develop observational It is so important for the awareness courses for skills and spot people welfare of the individual, as organisations to get the with potential issues. well as the ethical reputation message out there that there of the business, that leaders are people you can talk to, Get in touch Do you have any personal are more aware of peoples’ who have real empathy and experience of people that mental health. This has who are trained to help have ‘gone over the edge’? never been more important people with problems. Sadly, over the years I have than now when our people 03330 150 174 seen many sales people are working remotely, with You can donate at gofundme/ suffer from extreme pressure. little physical interaction mentalhealthassociates or call Often it is created by the and potential feelings of MHA founder Peter Orr on Learn more individual themselves from total isolation. These things 07766 088775 n ipcortex.co.uk/solutions/keevio-mobile.html To advertise in contact The Sales Team on 01895 454411 50 COMMS DEALER NOVEMBER 2020 www.comms-dealer.com The ADAPT Line

The New Normal of Learning Demands Good Audio

Teachers and students must now be able to teach and learn from anywhere, and in the virtual classroom it is superior, reliable audio that ensures lessons are learned. The ADAPT Line of versatile headsets from EPOS means that you can teach and learn remotely. Microsoft Teams certified and UC optimized, these headsets ensure excellent audio during video conferences.

For students learning remotely, the ADAPT 100 Series has great sound and a sleek, contemporary design, while the ADAPT 300 Series offers excellent active and passive noise cancellation, so users can focus when they need to. The ADAPT 360 headsets also have a dedicated Microsoft Teams button, launching the platform immediately so that users can jump straight into lessons.

For high-quality audio in the virtual classroom, discover the ADAPT Line: eposaudio.com/adapt

580636651 Education Press Ad_245x340_EN.indd 1 20.10.2020 09.20 COMMS PEOPLE Tuscon joins Sabio

MATT Tuscon, formally SVP and EMEA MD of Conga, has joined Sabio Group as Chief Commercial Officer to help drive its global growth strategy. He brings 25 years CX sales experience and during his time at digital document firm Conga led the business to quadruple bookings. His previous experience includes stints at Iris Software as Chief Revenue Officer and NewVoiceMedia where he was EVP Worldwide Sales. He was also EMEA Vice President for RightNow Technologies before its acquisition by Oracle in 2011. Matt Tuscon Sabio Group CEO Jonathan Gale Build your channel said: “We’ve set ambitious goals for the next five years, so it’s important that the company invests in proven leaders like Matt to ensure we deliver on our growth objectives.” with Comms Dealer Tuscon added: “With more and more brands recognising the need to transform their CX operations through digital processes, automation and improved business insight, Sabio is well placed to support them in this transition.” With Comms Dealer magazine, reaching & influencing more Also on the move... resellers in the UK than any other channel publication or website is FORMER Rackspace VP COMMS Dealer is delighted Global Solutions and to introduce Greg Denholm, as simple as ABC. Services for EMEA Simon our new junior research Crawley-Trice has joined Six analyst/journalist. He is a Degrees as Practice Group NCTJ qualified journalist • Comms Dealer magazine MD with a remit to manage with experience across both Comms Dealer’s ABC audited circulation provides the complete portfolio print and digital media. His the largest requested audience of UK resellers. and drive cloud services previous experience includes (Average Monthly Circulation 15,300)* solutions in particular. a stint at The Maidenhead Simon Crawley-Trice CEO David Howson said: Advertiser • www.comms-dealer.com “2020 has been a turbulent year but we remain focused on and he is Our website provides 24/7 access to channel supporting clients and accelerating their growth by acting a regular news and is the only ICT channel magazine to as a strategic, secure cloud partner. Simon brings a wealth contributor independently audit web traffic of knowledge and experience in driving the innovation of videos (Monthly average unique browsers 21,100/month) that best enables this.” Crawley-Trice added: “Six Degrees and articles has the potential to be the biggest name in the UK secure for The • Comms Dealer Weekly e-news cloud services market. I will build on this by enhancing the Toffee Blues Comms Dealer’s weekly, ABC audited e-newsletter mission critical integrated solutions we deliver to clients.” delivers the latest, breaking news to the UK ICT Everton channel. Football (Average Weekly Distribution 9,409)** BRIGHTCLOUD’S presence in the European contact centre Club fan site. “I am thrilled marketplace is set to strengthen following the appointment to have joined the Comms If you want to engage with the UK partner channel in of Matt Delargy as Head of Sales. He brings 25 years ICT Dealer team and to have print, digital or direct to desktop, talk to us now and industry experience and kicked off his comms career in Kansas started contributing to the find out why Comms Dealer is the best choice for City for Global Crossing in magazine,” commented Greg. reaching more UK resellers than any other channel 1995, returning to London in magazine, website or newsletter. 2001. His prior roles include FORMER Poly Regional Vice Simon Turton stints at Energis, TalkTalk President of Western Europe Business, EE and Hardware Jeremy Keefe has been E: [email protected] Solutions. CEO Alex Morrison appointed CEO of Nuvias T: 07759 731134 stated: “Matt’s appointment UC. He takes over from will be felt immediately Steve Harris who becomes as he leads BrightCloud’s Executive Chairman after Matt Delargy team to continue to 11 years at the helm. Harris engage our key target markets across the UK and Europe.” commented: “Jeremy is Delargy added: “With the uncertain environment we are an exceptional leader and currently working in, BrightCloud Group is positioned familiar with our business to enable our partners to evolve seamlessly.” from his time at Polycom.”

* Member of the Audit Bureau of Circulations ABC total average circulation 15,300 (Jan-Dec 2019, 12,4380 print, 2,920 digital) ** Distribution of weekly email newsletter (1st January 2019 to 31st To advertise in December 2019, Average Distribution 9,409 contact The Sales Team on 01895 454411 52 COMMS DEALER NOVEMBER 2020 www.comms-dealer.com Comms Dealer in your hand available now!

l Read Comms Dealer the moment it’s published.

l Works on any mobile device – Iphone, Ipad, Android etc.

l An exact replica of the paper version.

l Turn the pages of the magazine, as if you had it in your hand.

l Search for a company name, article, or person etc.

l Click on hyperlinks and emails and zoom to specific stories.

l Re-visit your library of previous issues.

Register for your copy at www.comms-dealer.com www.comms-dealer.com COMMS DEALER NOVEMBER 2020 53 THE COMMS PRODUCTS AND COMMSPAGES SERVICES PAGES To reserve your place and to be a part of the comms directory contact the call Simon now on 01895 454603 or email [email protected] for details

Radio Communications Wholesaler

As a Sharman Multicom customer, you’ll receive exclusive discounts, deals and offers. Be the first to know about new promotions, brand partnerships and much more. Open an account now via our trade website www.sharman-multicom.co.uk TRADE ONLY Trading division of Moonraker (UK) Limited

A powerful choice

THE COMMS NATIONAL THE COMMS NATIONAL AWARDS 2019 AWARDS 2017 of BEST BILLINGbilling SOLUTION BEST BILLING PLATFORM partner

THE COMMS NATIONAL THE COMMS NATIONAL AWARDS 2019 AWARDS 2017 01332 92 70 70 BEST BILLING SOLUTION BEST BILLING PLATFORM informbilling.co.uk

Swiftnet Commpages advert 2017.qxp_Layout 1 08/11/2017 15:08 Page 1

Building your telecoms  UK mobile SIMs (Vodafone & O2)  International roaming SIMs business has never  International and local calls  Lines, call & broadband packages been easier  Calling cards  COMPLEX BILLING MADE SIMPLE Become a partner and offer Instant worldwide mobile top up  wizzcall high quality telecom services  UK & international access numbers to your customers for unlimited  Conference calls  earning potential Smart phone app  SIP trunks & Hosted PBX VOICE, MOBILE, CLOUD & DATA Contact Abraham Keinan Tel 0344 545 0051 · [email protected] www.aurora.io [email protected] 01634 673800 www.swiftnet.co.uk

54 commsdealer NOVEMBER 2020 www.comms-dealer.com WE BUY! l Cisco equipment l HP equipment l IBM equipment e: [email protected] w: wdpco.net t: 01732-742620

The experts in billing & provisioning solutions

ACOMMSBUSINESWARDSS 020 8614 9090 CHANNEL SUPPLIER iameve.co.uk 2018 unionstreet.uk.com 7 Feature Rich Hosted Platform

Many reseller options available CD Directory Ad_01.18.indd 1 18/12/2017 10:04 with the choice to white label all models

Your domain, your logo, your service!

Tel Sales: 01708 320000 or Email: [email protected]

Bespoke telecoms billing solutions since 2001 Comprehensive billing solutions for fi xed line, data & mobile services ✔ Inhouse & Bureau Billing ✔ Systems Integration via APIs ✔ Customer Portal ✔ Revenue Assurance To list your company products and Call 01227 455002 or visit symbiant-technologies.com services here for

SYM Comms Dealer Advert 62x106.indd 1 25/06/2019 15:47 a full year – call

2013201 3 WINNER CHANNEL PRODUCT (ON PREMISE SOFTWARE APPLICATION) Simon now on Award Winning Communications Management Software 01895 454603 or email [email protected] Call Recording Call Reporting CRM Integration Fully FCA & PCI Compliant Performance Analytics for Automated Screen Popping for details Solutions for Every Business Businesses and Contact Centres of CRM Contact Records 0800 9889 625 oak.co.uk

www.comms-dealer.com NOVEMBER 2020 commsdealer 55 FREE TO PERFORM

9’s Purple Partner Programme exists to help Partners increase sales. With access to unique information, tools, support and other resources, you can build lasting and profitable customer relationships.

Get in touch now to find out how 9 can help you be Free to Perform.

[email protected] | 0800 068 5939 9group.co.uk

FTP_CD_11.20.indd 1 27/10/2020 11:09