Liberty Leasing is a privately owned asset finance company with over 20 years’ experience in offering a personal and flexible approach to asset and vehicle finance to a full spectrum of UK based businesses. The Company also provides regulated consumer hire and credit agreements as well as being specialists in refinance, assisting business customers in releasing capital from their existing assets.
Liberty Leasing has a decade-long relationship with Onecom, which first supplied the organisation with business mobile phones and Vodafone connectivity, and later added a fibre-based desk phone system when its 40-strong workforce moved to new premises in Warsash, Hampshire.
Liberty Leasing MD Allan Clegg had been in conversations with Onecom prior to the pandemic about moving from legacy desk phones to a more versatile VOIP system. This coincided with digitisation in the business, with paper documents gradually being replaced with digital versions, and documents increasingly being signed electronically.
The need to maintain confidentiality and security, and for compliance with regulations governing the financial sector, meant that any solution needed to be highly secure. The Liberty Leasing Project Manager, Ed Ockleford also wanted to be able to deploy updates to mobile devices centrally, making management simple and aiding security.
The 2020 lockdown saw staff working from home, using their mobile phones to communicate with customers and each other while the business focused on the challenges it faced due to the effects of the pandemic. When restrictions lifted in 2021, Allan and his team resumed conversations with Onecom with the aim of providing staff with a solution more suited to the demands of the business and a more flexible way of working, as many of the team remained working remotely for some or most of the time. As a business based on strong relationships, Allan wanted a system that made it as simple and seamless as possible for the team to keep in touch with customers.
Onecom came to us with recommendations that worked. They demonstrated the 8x8 system and it was clearly perfect for us, giving the flexibility we want along with the features we require.. Whoever we deal with at Onecom it’s clear that they know what they are doing and completely understand us. The service has been superb and the experience completely professional throughout. It wasn’t a case of sell and move on either – the team have been engaged and communicative after the deployment and continue to be. We have complete confidence not only in the solution, but in Onecom as a technology partner.
With staff working more flexibly on a hybrid model, Liberty Leasing needed a system that ensured a first-class customer experience that was identical whether a team member was working from home or the office. Liberty Leasing wanted the option of call recording with pause/resume functionality to be part of the solution. Recordings can be stored in an encrypted environment and readily accessible for up to 7 years.
Onecom’s recommended approach was to use 8x8, a flexible, app-based VoIP service that enables voice and video chat and the functionality to record calls should this be required. Around 40 staff use the system on iPhones supplied by Onecom. The simple 8x8 interface provides an identical customer experience whether the user is in the office or working remotely.
To enable the phones to be managed centrally, the Samsung Knox Mobile Device Management (MDM) solution was deployed by Onecom. This system, which works with Apple iPhones as well as Samsung devices, is combined with Samsung Knox multi-level security features, offering defence-grade protection of data held on the device.
To enable safe, secure remote access to documents and data, Onecom recommended the Wandera platform. This is a simple, secure and fast cloud-hosted platform that operates on a Zero Trust Network Access principle, so that it verifies a user is genuine every time access is requested. This provides strong protection against discoverability and reachability of the business’s data.
The expertise of Onecom in combining the 8x8, Samsung Knox and Wandera platforms has enabled Liberty Leasing to provide a seamless experience to customers while teams continue to work on the hybrid model.
Staff who had grown used to using their mobile devices during the pandemic continue to do so on the 8x8 platform, which provides a very similar user experience to the iPhone’s native phone app and customers have frictionless access to team members wherever they happen to be working, The cloud and security features have allowed the business to accelerate its digitisation process, confident that date is held securely and can only be accessed by authorised users. This, in turn, has created efficiencies – for example, enabling documents to be signed digitally rather than staff having to take paper documents or have them couriered to a customer’s premises.
To understand how Onecom could help your business deliver simply brilliant customer experiences and provide operational agility, chat to us today.
In our art of the possible sessions, we’ll aim to get an understanding of how your business currently operates, what your objectives are, and where technology can make measurable differences.