Mark Burland

A Weston-super-Mare-based business which launched just 18 months ago is celebrating several major new client wins and successes, resulting in a 29 per cent increase in business in the last year. It has also recently achieved the highest score known in its sector in a survey which tested customer relationship loyalty.

First Class Comms, which last month expanded into The Hive business development centre based in the J21 Enterprise Area of Weston-super-Mare, specialises in managing the communications services – including mobiles, landlines, phone systems and internet connection needs – of business-to-business organisations, most of whom are based in the South West. An experienced independent provider, the company has established relationships and is highly accredited with all the key carriers, vendors and service providers.

Launched by telecoms specialist Mark Burland, the company has built its business around negotiating best services and prices, delivering efficient services and managing any queries, faults and new requests. Clients benefit from time savings and greater efficiency and having the right products at competitive prices to enable them to provide a first class service to their business customers.

First Class Comms has now won a significant contract with Sword Active Risk, a specialised Software and IT services company with 1200 staff, on the basis of a referral from its sister company. The company has also been further contracted by existing client The Bovey Castle Hotel to deliver high speed connectivity in a rural location and has been commissioned to work with Proteus, a Bristol-based full service marketing communications agency, in managing their ongoing communications services with a fully-joined up and comprehensive approach following their move to new offices.

Having grown its client base by 29 per cent since last November First Class Comms has also undertaken a Net Promoter Survey (NPS) to gauge loyalty and success of customer relationships and ensure that its high quality of service is being maintained.
The results, which have just been revealed and are based on the responses of 60 per cent of its clients who took part in the survey, saw the company achieve a score of +77 – an outcome which Director Mark Burland believes to be unrivalled in the telecoms and most other sectors, where a +50 score is deemed to be excellent.

“We set out eighteen months ago to become the regional telecoms service that was based on high quality service and satisfied customers and which becomes an integral part of our customers’ businesses.” explains Mark. “We aim to deliver a better way of doing business through delivering a fast response that gets things done promptly and to a high standard. Our clients can reach our UK-based team who will help them with a solution to any problem 24/7, 365 days a year.

“Having established ourselves as local telecoms experts and having seen our business grow beyond expectation, we wanted to ensure that our customers remained delighted with our service. We are overwhelmed by the responses which demonstrate an exceptional level of satisfaction and with customer comments which highlighted how they value our professionalism, availability and quality of response.”

With a growing trend for businesses to change providers based on service delivery, escalating interest in 4G services and growing desire from larger organisations to understand the best ways of bringing all their communications together and from smaller businesses to explore how best to connect smaller offices and remote users, First Class Comms is anticipating further growth in the year ahead.

“We plan to continue with steady, structured growth plans, winning the right customers and maintaining high satisfaction levels,” says Mark. “With a small regional team we are not the biggest provider of communications services here in the South West – but we are certainly one to watch.”

First Class Comms can be contacted on 0845 180 1000.

Ends. Date of issue: 27 November 2014

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