Since the merger was announced, things have been very busy here as you can imagine. We have spent a good number of years acquiring businesses to expand our portfolio and expertise so we can deliver better services for our customers, but this latest merger with Daisy Corporate Services (DCS) has given us the opportunity to create a different class of MSP – one that combines greater scale and breadth with agility.
We are currently in the integration phase of combing our people, our systems, our solutions and it is exciting what we are creating by bringing both these great businesses together.
Whenever any business goes through a period of change it can bring a level of uncertainty, we are therefore ensuring our people feel supported and informed throughout this process. Likewise ensuring that our customers and partners continue to receive exceptional customer service.
Scaling our business
So, what does this mean for the business now and going forward? This merger allows us to scale in a way that otherwise would not have been possible. We’ve acquired six other businesses since 2021, but this latest deal will see our annual turnover reach £500 million and our customer base expand to 22,000.
This expansion will allow us to further develop some of the most important areas of our business, such as our contact centre solutions. We can offer a tailored customer experience and provide a service which have been designed to eliminate isolated data, allowing customer interactions across a variety of communication channels such as voice, emails chat and SMS.
Our solutions have improved call resolution performance and handling times, despite the pressures currently facing the healthcare sector. We also manage the second largest contact centre in the UK, owned by the DVLA, supporting over 2,000 users daily.
Another area we’ll be looking to expand is our unified communications offerings. The Covid pandemic forced us into a more digital world and just under a quarter of employees in the UK now work on hybrid basis.
Our TeamsLink and PBX integration solutions ensure that regardless of the working environment, key customer information can be accessed instantly and updated in real time. Not only does this boost productivity, but it can also streamline communication, improve customer service and operational efficiency.
We will continue to deliver world-class cyber, cloud and intelligent network solutions to businesses and public sector organisations across the UK. We already do this extensively, with an estimated 90 per cent of the British public interacting with Wavenet’s solutions and services on a daily basis, but we’re committed to doing more.
The breadth of our portfolio means we can now truly support our customers end-to-end. We very much see ourselves as an extension of their in-house IT teams, and our solutions experts can provide bespoke packages to suit the individual needs of businesses, without being restricted by the technology partners we work with or the products we can provide.
Part of the wave
We now have over 2,000 employees across the UK, and whilst our headquarters are based in Solihull, we have offices across the North, Midlands, Southeast and West of the country, giving our people the choice to work from multiple locations, in addition to hybrid working. The services we offer are why our customers start their journey with us, but it’s the relationship with our people and their incredible expertise and breadth of knowledge that makes them stay.
Our people are part of the business we are creating together; they are instrumental in shaping our future. We have some of the most exceptional people in our industry and I look forward to seeing the opportunities our growth will bring for everyone. Cloud and cyber solutions are areas of technology that are about to experience a huge wave of growth, and our experts have the chance to be a part of that wave.
2025 and beyond
The future of Wavenet is all about our customers and their experience. The merger with DCS is the latest example in a year of investments in CX. In April, we went live with a new contact centre bringing reduced call wait times and swifter resolutions. In May, we created a dedicated client services team; a specialised group focused on resolving customer concerns quickly and effectively. In June, we acquired Symbiant Technologies enabling us to own and improve our billing processes and platform.
Now, we are working with our partners at DCS to roll out ServiceNow, an enhanced, cloud-based, AI-driven support platform which will offer unrivalled transparency and additional functionality for customers who wish to be able to perform some tasks themselves.
Our strength is in understanding the challenges our customers will face in 2025 and beyond, whilst being there to help bridge the gap between old and new technologies.
Daisy Corporate Services has bought with it an increase in our enterprise customer base and many of these organisations are increasing their annual IT spend from 7 per cent – 10 per cent of their overall revenue – this will see investments in upgrading technology, ensuring robust networks and protecting against cyber threats. The public sector, however, is really focused on maximising budgets on digital transformation.
Medium to smaller businesses will be looking to leverage technology for enhanced customer and employee experiences and improve their own operational performance on the pathway to growth. We will be supporting their technology transformations, improvements in cyber security, migrations to cloud and hosting services and networking solutions.
The great thing about this merger is that there is passion on both sides to deliver exceptional value and build strong, long-lasting, trusted relationships with our customers.
The new Wavenet has an unrivalled level of expertise in our marketplace, we have an overarching reach across all types of businesses and our cross-selling abilities have hugely increased. We are all very excited about our next chapter and what the future holds.