Long-term partnership with Tela help drives Segen with continued success and operational savings.
Background
Founded in 2005, Segen Ltd has been a customer of Tela since it acquired Access Communications in May 2018. Tela retained staff members from Access Communications after the acquisition, allowing Segen Ltd to be seamlessly managed by its existing account manager and from the wider customer support services at Tela.
Segen Ltd has 100+ connections with Vodafone, and the business has been expanding rapidly for the past 17 years, becoming a globally recognised brand with a focus on delivering an unrivalled product portfolio at fair prices.
Segen Ltd is a leading global wholesale distributor of solar PV (photovoltaic), energy storage systems, electric vehicle charging and other associated components.
Providing its services to commercial, residential, new build and OEM markets, Segen is an award-winning supplier that has been included in the prestigious Sunday Times PwC Top Track 250 as one of Britain’s leading mid-market private companies.
The Challenge
After experiencing a large period of growth and expansion, the team at Segen understood the need for extra support within this transition period.
Whilst not necessarily a challenge but rather a period of exponential growth and change, the team at Segen required additional support and guidance for implementing its 80+ new headsets across the business, whilst ensuring everything was performing optimally to get the best possible results and continue this successful growth period.
It was a natural partnership – there’s no doubt in our minds, we knew Helen would be the one to approach.
The Solution
With no procedure in place to begin with, Segen’s Account Director at Tela, Helen White, was responsible for a variety of solutions, such as managing the volume of headsets that were going out, as well as managing the incoming sales calls and reporting on these calls for simplified monthly reviews.
With an emphasised focus on call volume tracking, specifically on outgoing calls, Tela was able to track achievements of the sales team, such as new sales.
With this new system implemented, Segen and Tela are continuing to work on further new procedures, such as a platform and database specifically for this form of communication , which is due to be ready for the end of the financial year.
Tela and our dedicated Account Director, Helen has been my rock – the service and direct support from her has been second to none. She’s always at the end of the phone and for that, I’m so grateful.
If there is an issue, she goes above and beyond for issues that are even outside of our partnership.
Helen and Tela overall get a 10/10 from me!
Jenny Dallow, Office Manager, Segen Ltd.
