Customer Success Story
From BT Frustration to Nearly a Decade of Reliable Communications
Project Overview
ICS UK Limited distributes catering products and packaging across the UK and Europe from multiple sites. With orders, logistics and supplier relationships all depending on reliable communications, connectivity is not a background concern - it is central to how the business runs. After years of struggling with their previous provider, they needed a team who would actually take ownership.
10 years
With itc
Multi-site
Fully managed
The Challenge
ICS UK Limited was running its communications on ageing on-premise telephone systems and connectivity services that were no longer fit for purpose across a growing multi-site operation. Inconsistent internet performance made coordination between locations unreliable, and when things went wrong, getting a resolution from their previous provider meant navigating support queues with no clear ownership or timeline.
For a distribution business where staff need to stay in contact with suppliers, drivers and customers across the UK and Europe, the ongoing reliability issues and poor support experience were a direct drag on operations. The business needed a provider who would take responsibility - not pass the problem around.
The Solution
ICS UK Limited switched to itc and consolidated all of their connectivity and telephony under one provider. Given the scale of the operation and the business-critical nature of staying connected, standard broadband was never the right fit. Dedicated leased lines were deployed across the organisation's locations - providing the consistent speeds, built-in resilience and robust SLAs that a distribution business running at this level depends on.
A cloud-hosted VoIP platform was introduced alongside a multi-DECT solution, ensuring staff could remain connected across each site without being tied to a desk. From that point on, one call to a named itc contact covered everything - no more being passed between departments or waiting in a queue.
"After struggling with our previous provider, we made the move to itc almost ten years ago and we have not looked back. They manage connectivity and integrated telephone systems across all of our sites. The difference in support and reliability has been night and day."
ICS UK Limited
The Outcome
The difference was immediate and lasting. With reliable connectivity and a communications platform that worked consistently across all sites, ICS UK Limited's teams could coordinate orders, manage supplier relationships and serve customers without communications becoming an obstacle.
Almost a decade on, itc still manages connectivity and telephony across all of ICS's sites. The relationship has endured because the service has - the same team, the same direct access, and the same accountability that made the switch worthwhile in the first place.
Key Results
- Almost a decade of uninterrupted partnership
- Full switch away from BT - leased lines and VoIP under one provider
- Dedicated leased line connectivity with robust SLAs across all sites
- Cloud-hosted VoIP with multi-DECT for full-site coverage
- Single named contact managing all services
- Night and day improvement in support and reliability
Services Used
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