With a rapidly expanding global user community, driven through organic growth and strategic acquisitions, OCS faced increasing complexity in managing it mobile estate. Operating in a fast paced and dynamic environment, the business needed to meet the demands of rapid deployment, seamless connectivity and robust cost control, all while maintaining the agility required to support its evolving operations.

The responsibility for managing this growing complexity fell to the OCS IT team, who were tasked with coordinating across multiple network and equipment providers. This fragmented approach created an increasing administrative burden, leading to inefficiencies such as rising numbers of zero-usage and inactive SIMs, ultimately impacting operational effectiveness. That changed when Onecom stepped in, consolidating network suppliers, taking ownership of change management, and delivering a fully managed service that now operates as a seamless extension of the in-house team.

Working in partnership to initially fix the basis, and drive enhanced cost and operational efficiency, Onecom were then able to support with the introduction of value-added services by supporting the implementation of digital services like time and attendance management via mobile devices

As a long-standing Onecom customer with a well-established and highly effective partnership in managing their mobile estate, OCS identified a critical need to enhance their customer contact centre operation – seeking to build on the success of their existing relationship and drive further value across the business. Their previous contact centre supplier struggled to meet SLAs for uptime and resolution management, leading to service disruptions that directly impacted OCS’ ability to deliver a high standard of customer service. These challenges created inefficiencies and the risk of client penalties, making it difficult for OCS to maintain the service continuity their clients expect.

As a highly acquisitive organisation, OCS also required a partner capable of quickly integrating newly acquired businesses into their contact centre infrastructure without disrupting daily operations. With 50,000 frontline workers depending on consistent communication for essential, site-based tasks, any downtime could significantly affect operational performance. Ensuring seamless transitions and maintaining business continuity during periods of growth and change became a top priority for OCS.

Onecom stepped in to streamline OCS’s mobility management, identifying and managing zero-usage numbers to ensure cost efficiency. Onecom took charge of offboarding unused connections or reallocating them where necessary, leading to significant cost savings of 25%. Through Onecom’s OneCloud platform and regular reviews with their Client Director and Account Management team, OCS are now able to have an oversight of both zero and low-usage SIMs to ensure they are actively managed. This approach allows OCS to maintain operational efficiency while ensuring that critical inbound calls, such as those for time and attendance systems, remain unaffected. Onecom’s proactive management prevents unnecessary expenses while keeping essential operations running smoothly.

A key milestone in the partnership was Onecom transforming OCS’ contact centre with a reliable, high-performing Five9 contact centre solution. Since the transition, OCS has consistently achieved 100% of their uptime KPIs, eliminating penalties and improving overall service reliability. Our ability to provide accurate uptime reporting has helped OCS reinforce their commitment to service continuity.

Beyond the contact centre, Onecom supports OCS through rapid, efficient integration of their newly acquired businesses. Onecom ensure a seamless rollout of communication services, provide backup SIMs when necessary, and proactively address any issues to minimise downtime. Unlike other suppliers who may operate remotely, Onecom take a hands-on approach, working on-site, collaborating closely with OCS teams, and treating implementation challenges as shared problems. This commitment to agility and responsiveness ensures OCS can continue growing without disruption to their operations.

The partnership between Onecom and OCS has driven significant advancements in communication and IT capabilities, enhancing efficiency, scalability, and cost-effectiveness across the organisation. The integration of the Five9 cloud contact centre solution has transformed OCS’ customer service operations, enabling agents to manage calls more effectively with automated processes linked to customer profiles. This has streamlined interactions, improved visibility and accountability, and allowed OCS to scale contact centre agents when required.

Enhanced reporting tools have eliminated the need for manual report creation, providing accurate insights that allow teams to focus on critical service delivery tasks. The scalability of the solution ensures it can evolve alongside OCS’ growing operational complexity, supporting future expansion and acquisitions. Additionally, Onecom’s proactive mobility management has resulted in substantial cost savings of 25% by identifying and eliminating charges for zero-usage numbers.

By consolidating communication services and implementing a unified technology strategy, OCS has not only improved service reliability, demonstrated by significantly enhanced contact centre uptime, but also achieved measurable financial efficiencies. This collaboration has strengthened OCS’ operational resilience, ensuring they remain agile and well-positioned for long-term growth. With a flexible, future-ready infrastructure in place, OCS can continue delivering exceptional service to their clients while optimising resources and maintaining a competitive edge.

OCS’s future is one of growth, and Onecom are proud to support them on their journey. With more acquisitions on the horizon, OCS requires a partner that can adapt quickly, integrate new businesses efficiently, and simplify their expanding technology landscape. Our role as an ITMS provider means Onecom will continue to support their technology advancements, reducing complexity and optimising their tech stack. As their business evolves, Onecom will remain a trusted partner, agile, responsive, and ready to grow with them.

Onecom know that technology is only part of the solution, people are what make the real difference. OCS values the strong, attentive relationships Onecom have built over nearly a decade, from account managers to senior leadership. They recognise that our customer first culture, combined with a consistent standard of service across every touchpoint, sets us apart from other suppliers. It’s not just about delivering solutions; it’s about delivering them with a team OCS knows, trusts, and enjoys working with every step of the way

Onecom’s approach is built around understanding the unique needs of our customers and delivering services that empower them to focus on what they do best. With Onecom, you can trust that your systems will be reliable, secure, and ready to grow with you.

Contact us today to learn how Onecom can help your business achieve its goals.