Business issue: Like any modern professional services firm, Fairbridges relies heavily in email for its correspondence and much of its daily work is done online. Fast, cost-effective, reliable Internet connectivity is a basic requirement. But by 2010, the firm realised it was not getting the service it needed from its ISP.
“We had intermittent problems with our connectivity, but that’s to be expected,” says the firm’s Lynne Brown. “The real issue was that when the problems happened we didn’t get the service we needed. Our ISP never showed any real concern and we didn’t hear from our account manager in 18 months. We could tell that we were a small fish in a big pond for them.”
Fairbridges, established in 1812, is the oldest law firm in Africa. It has been rated the best firm in its category three years running in an independent PMR.africa survey. The firm has offices in Cape Town and Johannesburg and specialises in corporate and commercial law, litigation, property, labour, medical jurisprudence, administrative, municipal and constitutional law, insolvency, insurance, intellectual property and family law.
During 2010 Vox Orion’s Robert Kidd visited Fairbridges to discuss their existing least-cost-routing (LCR) account and took the opportunity to discuss their data needs as well. Kidd quickly produced a proposal that offered the firm more bandwidth, at lower cost.
“Robert was shocked when he heard what we’d been paying, and what we were getting for our money,” says Brown. “Nobody had ever bothered to tell us that prices had come down and that we should have been getting much more bandwidth for our money. What else is an account manager for except to sort these things out?”
Since switching to Vox Orion, says Brown, “we’re getting the service we want, at the price we want, and everything is stable 99.99% of the time. We can run our business without having to worry about our Internet service.”
In addition, she says, “our account manager keeps an eye on everything for us. He noticed recently that Telkom owed us R72,000 we didn’t even know about, for a product we weren’t using. He told us what to do and we got the credit.”
“The whole attitude at Vox Orion is highly professional,” says Brown. “Their support team is excellent. When we do have an issue, they not only solve it quickly but also keep in constant phone and email contact to let us know what’s happening.”
“The personal touch is very important to us,” concludes Brown. “Any company can do the work – it’s how it’s done and how it makes the customer feel that makes the difference.”
About Vox Telecom Limited
Vox Telecom Limited is a leading telecoms operator, providing voice and data services to the Southern African market. The Group competes through its primary brands Vox Orion, Vox Datapro, Vox Amvia, @lantic, Vox Telepreneur and Vox Pureview and has offices in Johannesburg, Pretoria, Durban, Cape Town and Port Elizabeth as well as in Windhoek, Namibia. Vox Telecom, over the past 13 years, has established itself as one of the major players in the telecoms market and is the largest black-owned telecommunications company in South Africa.
For more information go to www.voxtelecom.co.za.