INTERVIEW Sue Kempton - Windsor Telecom
“We looked at our competition and decided that we would be the go-to
‘Trip Advisor’ supplier in our sector.”
Sue Kempton, Managind Director, Windsor Telecom
The
‘Inbound Guys’
Windsor Telecom
Managing Director
Sue Kempton
Comms Business Magazine talks to Windsor Telecom Managing Director
Sue Kempton about building customer trust and brand loyalty as well as her plans to
leverage this customer service excellence to expand her channel business
Established just before the
turn of the millennium,
Camberley, Surrey-based
Windsor Telecom is headed
up by Managing Director Sue
Kempton – a role she stepped
up to 12 months ago following
time served as head of customer
services and latterly as Director
of Operations.
Windsor Telecom has
created a vibrant and pro table
niche in the market by
developing a range of inbound
call services that stretch across
a wide and innovative set of
applications that are available to
channel partners.
Sue Kempton says these
services are targeted at end users
with say, up to ten employees.
“Currently we have 27
distinct inbound product
applications of which eight are
skinned from current KCOM
products and the remainder
are in-house developed. All are
managed by our own portal so
are highly con gurable in real
time. Further applications are
added on a regular basis as we
develop them with much of the
inspiration stemming from our
channel partners and the user
feedback they receive.”
A quick glance through the
Windsor product book reveals
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32 | Comms Business Magazine | May 2019 www.commsbusiness.co.uk
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phone numbers are cloud based
and can be pointed at any
device via the portal, so are
perfect for smaller organisations
that want to exploit their
exibility of response with their
own customers.
“We provide a mobile app so
users can control their calls from
wherever they happen to be – in
fact we have many end-users that
run their entire operations from
mobile devices in either a standalone
or virtual PBX model.
Firms of all sizes really like
our intelligent call routing
which can be con gured over
a 24-hour period with, say,
calls being routed to mobiles
in the morning, o ce during
the afternoon and home in the
evening followed by a voice
mail service.”
Over the last nine years
Windsor has built a channel
business comprising some 100
partners recruited from a wide
range of backgrounds.
“Because we have a large
and unique set of applications,
we attract partners from many
sources. ese include larger
telcos such as Spit re and
smaller ‘regular’ telecom resellers
through to marketing services
companies. Here the marketing
agencies are able to provide
inbound services to their clients
to measure and manage the
success of the campaigns they
have created for their customers.”
Windsor Telecom also
attended the recent Gamma
Roadshow at the London IMAX
complex, so we wanted to know
what they thought of their new
Collaborate suite of uni ed
communications application
add-ons for Horizon.
“ ey’re good products,”
says Kempton. “ e way we are
working today is changing –
it’s the impact the Millennials
have made as they entered the
workforce and began taking
management positions. It’s early
days for Gamma Collaborate
but they will rapidly build upon
these applications.
We quickly decided to add
Collaborate to our core customer
proposition as it is an obvious
up-sell opportunity, along with
the Gamma Connect 100 Gig
mobile data service, for Horizon
customers. We believe that many
users will increasingly move
away from xed line services –
again, this is a perfect solution
for DR applications.”
Looking Ahead
Windsor Telecom is playing
the long game according to Sue
Kempton.
“We have established a
very successful market with
in-bound services and see our
future as being one where we
protect our customer base,
provide a more complete set
of products to them and our
channel partners and secure a
new and larger set of customers
on longer term contracts.
We are a company with an
ethical ethos providing tailor
made solutions for users. We
plan the introduction of a eld
sales team to develop business
with larger organisations of say
up to 50 employees and carry
forward the customer service
excellence we are known for.”
e Trust Pilot system of
customer reviews is encouraged
and used extensively at
Windsor Telecom.
“We looked at our
competition and decided that
we would be the go-to ‘Trip
Advisor’ supplier in our sector.
e whole company is involved
and engaged in the process
– all our ve-star reviews are
acknowledged and prizes for
services awarded.”
Kempton concludes, “Shared
values, such as great customer
service, can really bring the
company together.”
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