Help your customers to keep calm & carry on

Posted on Aug 16 2016 by Stephen Barclay | Comments Off on Help your customers to keep calm & carry on
Stephen Barclay, Sales Director

Stephen Barclay, Sales Director

The sun might be out at the moment, but with only 20 weeks left of 2016 we’ll very soon find ourselves in the midst of The Great British Winter and the onslaught of bad weather that this usually brings. For the business owner, this can be extremely costly and not just to the bottom line. Lower staff productivity, absenteeism and damage to infrastructure all have a disrupting impact on business continuity.

In fact, the Chartered Management Institute reported that 77% of organisations were adversely affected by the heavy snowfall experienced during the winter of 2012 when 63% of people were unable to go to work because of travel disruption; 46% of people had issues with school closures/childcare; 43% of external meetings and business trips were cancelled; 40% suffered loss of IT and 27% suffered loss of telecoms.

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The impact of Openreach’s FTTC install changes

Posted on Feb 23 2016 by Neil Watson | 1 Comment
Categories : Broadband, BT, Fibre, Reselling

Industry has argued against it since it was first mooted in 2014, but from 16th March BT Openreach will no longer be supplying a modem on fibre-to-the-cabinet (FTTC) installations (including upgrades from ADSL/2+). While Openreach say that this industry-wide change will simplify provision by dispensing with the need to book an engineer appointment, in reality we think the advantages and disadvantages will be more widely felt. As a wholesale supplier, we are wary of the impact on both resellers and consumers – especially in terms of the potential for confusion and misunderstandings.

Two new installation options will be available in place of the withdrawn product, both of which require the consumer to supply and connect their own Openreach-approved modem/routing device.

Option 1 is a standard installation and will see an engineer complete a ‘wires only’ connection at the PCP (primary connection point, aka the cabinet) and will not visit the consumer’s premises. This means that the NTE5 faceplate will not be changed and the consumer will need to fit VDSL filters to all extensions in order to complete the installation.

Option 2 – a ‘managed’ installation – is available at an additional cost. With this service an engineer will visit the consumer premises to uplift any wiring and fit a service specific faceplate – they may also connect the modem/routing device if it’s available at the point of connection.

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Poll: What do you think of the new ASA advertising rules regarding pricing?

Posted on Feb 17 2016 by Claire Dutton-Merrills | Comments Off on Poll: What do you think of the new ASA advertising rules regarding pricing?

Following a brief study into customers’ understanding of advertised broadband pricing, the ASA plans to impose a new set of rules in May that will change how all ISPs advertise pricing of services. We discussed the plans in detail in our article Are the ASA and Ofcom ignoring the UK’s smaller ISPs yet again? but now we want to know how you feel about the proposed changes. Do you think that what’s good for the consumer is good for the industry, or do the proposals need re-thinking to better reflect the industry as a whole? Let us know by participating in our poll and/or leaving a comment below.   


 

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Celebrating 20 years of Entanet

Posted on Feb 08 2016 by Darren Farnden | Comments Off on Celebrating 20 years of Entanet

This month Entanet celebrates 20 years in business and what a busy 20 years they’ve been! To set the scene, we were started back in 1996 by Taiwanese businessman Jason Tsai. Jason already operated the successful Enta Technologies and saw an opportunity in the provision of Internet services to technology resellers and alike. Entanet was born, delivering Internet connectivity, hosting and colocation services to channel partners. Our timeline below demonstrates just some of the major milestones the company has achieved since then.

We’ve seen many industry changes over the years with new competitors entering the market and old ones folding or being acquired; we’ve adopted a whole host of major regulatory changes and learned of various Government plans and policies to tackle everything from copyright infringement through to surveillance; and of course we’ve been excited to adopt numerous technological developments and advances, bringing new products and services and creating new market opportunities.

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The 7 ‘Must knows’ about your competitors

Posted on Jan 12 2016 by Darren Farnden | Comments Off on The 7 ‘Must knows’ about your competitors
Categories : Business, Marketing, Reselling

You’re aware of what your competitors are up to aren’t you? You know what products they offer and how much they charge? That’s all you need to know, right? Well actually, you may well be missing a trick or two by not evaluating other areas of their business and seeing how you measure up. Benchmarking your business objectives, positioning and marketing against that of your leading competitors could help you gain valuable insights into your own performance and highlight areas of improvement or new opportunities.

Our new eBook ‘7 Things You Must Know About Your Competitors’ explains 7 of the key areas to consider when trying to differentiate yourself.

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Does bigger mean better when it comes to customer service?

Posted on Sep 22 2015 by Neil Watson | Comments Off on Does bigger mean better when it comes to customer service?
Categories : Broadband, Reselling, Support

In a recent Which? survey reporting on the quality of customer service amongst 100 of the UK’s leading brands, several of our industry’s major players didn’t fair too well with BT, TalkTalk and Vodafone dominating the bottom of the league table along with a number of energy providers.

The biggest gripes reported were non-UK based call centres, automated phone systems and being passed around lots of different people and departments. In comparison, friendly and helpful staff, good product/service knowledge and speed of service were listed as ways to ensure customer satisfaction.

This comes in the same week that EE announced promises to improve their own broadband customer service after ongoing complaints and a hefty fine from Ofcom earlier this year. “I’m not going to offer any excuses because broadband customer service has simply not been good enough. I promise all of our customers that service is our top priority,” promised EE customer service boss Francoise Clemes.

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Ethernet: Can you put a price on service and delivery?

Posted on Sep 09 2015 by Stephen Barclay | Comments Off on Ethernet: Can you put a price on service and delivery?
Categories : Ethernet, Reselling
Stephen Barclay, Head of Sales

Stephen Barclay, Head of Sales

In the last few years, the Ethernet market has seen booming demand as some SME customers move from DSL and upgrade to Ethernet based solutions. It’s not hard to see why, with the emergence of newer, cost effective solutions and very attractive initiatives such as the Government’s Connection Vouchers Scheme. Advancement in technology is also a key changing point, as we see more and more SMEs adopting hosted services.

However, with growth comes challenge, especially when dealing with the increase in demand and the effect it has on lead times. Managing customer expectations is imperative. While price is an important factor for most customers, the performance and quality of a solution is what really counts.

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Ethernet: Are all carriers the same?

Posted on Aug 18 2015 by Claire Williams | Comments Off on Ethernet: Are all carriers the same?
Categories : Ethernet, Reselling
Claire Williams, Provisioning Manager

Claire Williams, Provisioning Manager

If you’re selling Ethernet services to your business customers, ask yourself this question: How do I know I’m using the right Ethernet carrier for them?

What’s important here? Do you get involved in that decision about which carrier to go with, or do you have absolute confidence that your wholesale provider is making the right decision for your (and your customer’s) best interest? Is the carrier chosen purely on price or is more taken into account? Do you think all Ethernet carriers are basically the same?

We think it’s important that our partners realise Ethernet carriers are far from the same and their levels of service quality can vary. It’s not a good idea to judge them based solely on price, after all will your customer be happy with a cheaper solution if it takes two months longer to install, or if the provisioning process is full of problems and unexpected costs?

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Is bargain broadband pricing driving customer churn?

Posted on Jul 08 2015 by Stephen Barclay | Comments Off on Is bargain broadband pricing driving customer churn?
Categories : Broadband, Marketing, Reselling
Stephen Barclay, Head of Sales

Stephen Barclay, Head of Sales

The pricing war in the consumer broadband market continues apace with lower and lower headline costs being announced every week. It’s becoming increasingly difficult for smaller ISPs to compete within this market, if you plan to compete based on price alone, that is. Realistically, only the big providers with large scale customer volumes can succeed with this strategy, and even then it’s not necessarily viable in the long term. With such a price sensitive market, is bargain broadband pricing driving customer churn and if so, how do we beat this to successfully retain customers?

How does pricing affect churn?

It’s generally agreed that it costs more to attract and recruit new customers than it does to retain existing ones. Forrester Research suggests it could cost up to 5 times more! So, it makes sense to aim to retain customers and reduce your churn. Not to mention the ongoing marketing and general business benefits gained from having a happy, long-term, ‘sticky’ customer base.

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Why are leased line prices still falling?

Posted on Jun 17 2015 by Paul Heritage-Redpath | Comments Off on Why are leased line prices still falling?
Categories : Business, Ethernet, Reselling

Back in 2001 the then industry regulator, OFTEL, forced the major carriers such as BT to offer leased line connections at wholesale rates to competing ISPs. This significantly opened up the market and was the beginning of the booming Ethernet industry seen today.

The costs of leased lines are significantly lower now and continue to fall year on year, and that presents a challenge for resellers looking to maintain healthy margins. Market competition plays an important part of course, but it’s not the only reason prices have come down and there are still plenty of good reasons why it’s important to offer leased lines and to offer them at competitive prices.

Our new eBook “Four key reasons why leased line prices are still falling (and how you can counter the competition)” explains why this is happening and how you can respond and thus take full advantage of this rapidly-growing sector of the market.

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