Case Study: OnGroup Ltd

Surrounding Background

‘On Group Ltd’ a UK based company specialising in the sales and distribution of Health and Beauty products Worldwide approached 08UK about attaining some new 03 Virtual Phone Numbers to replace their existing 0844 numbers. For the purposes of this case study we will refer to On Group Ltd as ‘OGL’.

Following customer feedback ‘OGL’ had been made aware of the negative perception surrounding their 0844 numbers with regards to access charges so wanted a more caller friendly solution for their customers to call them on. It came to light that 08UK were already providing a 084 service to ‘Protocol’ who are owned by the same organisation. ‘OGL’ approached BT about getting some recordings put in place on the existing 084 numbers to advise their customers to dial the 03 numbers alternatively.

BT quoted £30 per recording and a £10 a month rental per number, no revenue was being paid by BT to OGL for the 0844 minutes which made no commercial sense given the options available.

These negative commercials coupled with the poor service levels ‘OGL’ had been receiving directly from the major carrier networks led them to 08UK where they are now a valued customer.

Specific Details Charges / Costs.

08UK supplied 8 x new 03 numbers to ‘OGL’ for free and with no monthly rentals for the numbers. 08UK charge no monthly rentals for our business number services (BT charge £10/Month/Number). With help from 08UK we were able to set up one number per DDI so essentially per person in the ‘OGL’ team. Routing the 03 service numbers on to the associated DDI’s is a chargeable service per minute.

What do callers pay to phone 03 numbers?

Calling 0300 from a UK mobile or landline is charged at between 1-8p/minute (national rate) to the customer. No additional access charges apply in addition to that rate. As 03 calls are included in bundle minute packages on mobile tariffs, many see 01 or 02 or 03 calls as seen by the user as being free – when called from their mobile. The only number free to call from a UK mobile is a 0800 or 0808 now following Ofcom change 1st July 2015, which finally stopped the 080 mobile rip off which started in 1985 when Vodafone starting charging the dreaded ‘standard network rate’.

Overall Outcome

08UK provided ‘OGL’ with new 0333 numbers free of charge and supplied a free Good looking Gold Number to help build the relationship for the long-term. It doesn’t stop there, 08UK also took the existing 0844 numbers over that were supplied by BT and in doing so we removed the charges ‘OGL’ were paying to BT. 08UK then also supplied the recordings for free and built new call plans to upload these on to the 0844 numbers to advise callers of the new 03 mobile friendly numbers. We continue to charge no monthly rentals for the 03 numbers so ‘OGL’ simply pay per minute to receive the inbound calls from their virtual business numbers.

‘OGL’ have now been a customer of 08UK for over a year and continue to be happy with the commercials and service levels delivered by 08UK. ‘OGL’ are safe in the knowledge that should they require any changes to their call plans a dedicated operations team is available to assist them with their requirements. Free training provided on the ECT Platform from our operations team means, (Virgins call management online portal) ‘OGL’ are now comfortable enough to login and make basic changes to their own call plans.

What ‘On Group Ltd’ said about 08UK“We have been using 08UK for a few years now and we have never been anything but completely satisfied with the level of service they have provided to us. 08UK saved us a significant amount of money by moving our existing 0844 numbers from BT, as well as smoothly facilitating a move of our services to customer friendly 03 numbers, which our customers are happy about. We have always found them friendly, professional and expedient to work with, and I would not hesitate to recommend the services of 08UK to anyone.”

Darren Coleman – IT Manager – On-Group Ltd - 0333-000-7788

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