Scottish SME telecom revolt? |
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| Technology | |
| Written by Roberta Murray | |
| Monday, 22 June 2009 | |
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Leading telecom providers face a mass desertion by Scotland’s SMEs. Headline telecom providers face a major revolt from Scotland’s SME market where 95% of firms are up for a change. This according to independent research conducted by Market Transformations Ltd on behalf of Glasgow-based telecom provider abica.The research found that 5% of the SME market was happy with the service and value for money they received and would actively look to stick with their current provider. The findings are supported by a separate survey published this month by the global-market research firm, JD Power which found that in terms of customer satisfaction the UK mobile market lags behind other industries. Canvassing opinions from the business community, Market Transformations Ltd also found that 30% of firms did not look past the front page of their monthly statement, while a further 15% did not understand it. This means 45% of businesses are unable to use their telecoms data to improve performance. Used effectively, bills allow firms to save money, see how well their employees are working and improve internal processes and staffing levels. Ignoring the information held on these statements can only be detrimental for businesses at a time when things are already very difficult. Scott Allison, managing director at abica, said: “Telecoms are an ongoing cost for businesses and the least they should expect from a provider is value for money and excellent service. Bills should also come in a format that allows management to analyse them easily.” The research pinpointed problems with flexibility and heard complaints from those that did not want to be tied into contracts that were 12 or 18 months long when the commercial environment was changing so quickly.
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