West Marsh Community Centre provides services to an average of 500 individuals per week through community support initiatives and activities.
This busy community charity had recurring poor service and lack of transparency from previous providers, and felt neglected by the bigger companies.
The Community Centre, run by West Marsh Development Trust Ltd, provides a range of engagement and training opportunities for local residents, from IT provisions and social groups to seasonal family events, sporting activities and horticultural practice.
Based on an industrial estate, the community-led charity’s staff and volunteers depend on reliable communication channels to support their vast array of activities on an ongoing basis.
Director, Neil Barber, was impressed with the honest approach that our Sales Manager presented when we initially met, clearly outlining options suitable for their business, as well as any limitations to what we could offer due to their location.
Given their previous experiences, the service we offer to settle existing contracts – and therefore speed up the switch timeline – was another benefit to choosing Wayv. Additionally, having had plenty of problems with getting in contact with providers previously, the prospect of having a dedicated account manager particularly appealed.
When we moved them over to our system during install, the switch process was both swift and smooth, with their phone numbers ported over with no issues (‘porting’ refers to carrying the existing phone numbers over to the new system).
In contrast to this, they had previously experienced a number port which resulted in the use of temporary numbers for three months before it was resolved – causing unnecessary disruption the centre’s operations.
Now, almost a year into their contract with us, Neil commented:
“All the dealings I’ve had with the company have been excellent, and Wayv helped us to get a grant to pay off our old provider, which was a great help.
The biggest thing is that there’s a human being at the end of the phone – being able to actually talk to somebody has made a big difference. We’ve had a lot of trouble with other companies – [Wayv] have got a lot better understanding of our nature of the business and keeping it going.
Other providers don’t seem bothered with little firms like us – but it’s the opposite with Wayv – you treat everyone the same, and I have admiration for the service we’ve had so far.”
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