Company Profile

XLN provides telecom services to the SME sector, focussing on the sub 5 employee businesses with an offer to beat BT prices by at least 30%. These micro enterprises are hard to find, expensive to reach and yield low income levels. XLN understand that small businesses are time poor and cost conscious but lack the negotiating muscle to benefit from low prices.

Telecoms – the line, calls and broadband – are often business critical for SMEs and problems need resolving fast. Often lacking technical skills and specialists, these customers are more demanding than larger businesses. Customer service has to be on-demand, fast and responsive.

Growth had always been 30% plus, but by March 2008 we had outgrown our ability to service customers well - evidenced in the slowing of growth.

We undertook a complete CRM overhaul, delivering the industry’s first end to end solution and established a whole new Customer Service culture.

XLN Telecom has made significant improvements in customer service and satisfaction, undergoing a step change and achieving the highest industry levels of performance and growth through the effective delivery of training, personal development, management and a customer centric approach.

Our key performance measure is the percentage of first call resolutions, not the number of calls. The result - we have increased customer satisfaction, increased retention levels and our customer recommendation programme now delivers 400 new customers a month.

In a ‘me too’ market with a degree of customer inertia, we differentiate ourselves not just with a lower price but with exceptional customer service, driving 50% sales growth over the last 4 years.

Corporate responsibility

XLN has a responsibility to our customers, to our employees, to the community we serve and to the environment. We work hard to build corporate responsibility into our business model at source and excellent customer service is our primary goal.

Customers

XLN seek to exceed the requirements of Ofcom in every area, to provide the best customer service and to deal ethically, fairly and honestly with customers.

Employees

We have a duty to provide engaging and fulfilling employment to all our staff, to create an enjoyable, happy and fun work community and to provide opportunity for personal and professional growth.

Community

We seek to provide sustainable, fair and enjoyable employment within the community we work in and to embrace our responsibility to the environment.

Environment

We are committed to becoming carbon neutral through reduction, recycling and offsetting and to providing our customers with ethical telecom products where possible.

Communication

Corporate Responsibility is communicated externally through our website, Press releases and commitment to Carbon Neutral. Internally it is communicated through our weekly newsletter, which in addition to people and market news, reinforces our brand positioning, social and corporate ethics.