The Royal Mint has over 1000 years of experience in coin making and is recognised across the world for its production facilities and quality of work. A government-owned company, committed to providing a financial return to the UK government, The Royal Mint employs more than 700 people and produces a staggering five billion coins every year.
The expiry of The Royal Mint’s mobile and fixed-line contracts prompted them to publish a tender, looking for a competitive telecoms solution, utilising the latest technology and offering an improved level of service and a superior customer experience.
Throughout the various stages of the formal tender process, theWord was required to demonstrate its credibility, excellence in customer service and in partnership with organisations such as Vodafone and BT Openreach, a technical solution that was fit for purpose.
The competitive tender attracted responses from several national companies, theWord remained focused on delivering a highly flexible and truly bespoke solution which when combined with their ability to commit to excellent service levels meant that they were successful in winning the contract.
“One of the biggest issues we were able to solve was uncertainty over costs” says theWord’s regional business development manager, Mark Russell. “As a quality manufacturer serving a large export market, The Royal Mint needs to keep its people connected to the web, their email and their calls wherever they are in the world. Our solution used a tailored mobile tariff with additional call bundles matched to specific users’ needs to offer The Royal Mint the communications structure that they require.”
Head of service delivery Nick Williams said “One of our biggest priorities in any fixed network project is to ensure that the clients lines and numbers port successfully from the previous supplier without any business disruption. Our track record in migration projects of this scale meant that we were more than confident in committing to The Royal Mint that the changeover of supplier would essentially go unnoticed by their team.” commented Williams. “As we had anticipated, the fixed line porting process of The Royal Mint’s 80 plus inbound numbers with detailed call-routing plans took place without any loss of service.”
“Once all of the services had moved over to theWord, we were able to dedicate a senior member of our customer service team to manage The Royal Mint account to ensure that all of the itemised billing and initial administration was set up correctly right from the very beginning. This took a huge administrative task off The Royal Mint which was really helpful to their purchasing and finance teams.” concluded Williams
Huw Stiley, managing director of theWord elaborated further on the relationship between theWord and The Royal Mint “We always position ourselves as a total communications partner, staying in close contact with customers throughout the life of their contract. Our success is securing this contract against fierce competition from national companies is a great testament to the team of people who were involved in this prestigious contract. We are now working closely with The Royal Mint to assess our performance against their supplier criteria on a monthly basis, so far with excellent results. We are also delighted to have been invited to compete in The Royal Mint’s annual supplier awards as this is an exciting opportunity to demonstrate our commitment and ability to deliver a world class customer experience to all of our clients” finished Stiley.