Latest News

Total scoop major national customer service award

Sun, 01 Mar 2009 00:00:00 +0000

Cheltenham based company, Total Ltd (Total) triumphed amongst their industry peers to be announced winners of the Customer Service category at this year's Mobile News Awards.

The 15th year of the awards, which acknowledges outstanding products and service within the telecommunication sector, saw Total, who have been finalists and commended finalists within the category for two years consecutively, take their place head and shoulders above other UK mobile industry leaders.

Their submission which gave a through overview of the company's commitment to 'communicate, care, deliver and grow' included impressive performance and retention figures, as well as testimonials from both its staff and customers alike.

In fact their submission which highlighted an outstandingly low rate of churn at just 7.7 per cent, attracted comments from the independent panel of judges that included: 'This contestant went the extra mile and showed it does the same for its customers'.

'To be recognised for our hard work and commitment to our customers in this way stands as testament to what we have been aiming to achieve. Being acknowledged above our competitors, which included large household names, and in our tenth year of business is a fantastic achievement' says Stuart Baikie, Total Managing Director.

'Indeed, having previously been finalists and now to win confirms our ability to improve our customer experience and constantly evolve around their needs. We will be working hard to sustain this momentum and look forward to retaining the award next year.'

'Total have always been a solid team and this award is recognition of our consistent, dedicated and passionate teamwork over many years. Our staff and our customers have contributed equally to Total's success and our thanks is extended to all' adds Lorrin White, Total Operations Director.

'We realise the award is not an opportunity to relax our efforts but more so a platform from which to project onwards and upwards, with further service and technology advances that add real value to our customer's propositions.'

The Mobile News Awards were held on the 19th March with a gala dinner at The Hilton Hotel, Park Lane, London.

Total Ltd back Gloucestershire for 2009 season

Thu, 01 Jan 2009 00:00:00 +0000

Total Ltd, the leading independent and innovative provider of integrated business telecommunication services is pleased to announce their recent sponsorship agreement with Gloucestershire County Cricket Club (GCCC).

Contracts were signed this week confirming Total as one of the official shirt sponsors of the squad. The Total logo will feature on the back of all NatWest Pro40, LV County Championship, Twenty20 and Friends Provident Trophy shirts, including all replica kits.

GCCC is noted by many for its phenomenal success in one day cricket with a win rate of nine one day trophies in as many years. The Club plays most of its home games at the County Cricket Ground in Bristol, but also hosts the C&G Cheltenham Cricket Festival at the College Ground, Cheltenham.

"Having been based in the heart of Gloucestershire since our inception, this sponsorship agreement has provided us with an excellent opportunity to support our local team." says Stuart Baikie, Managing Director of Total Ltd.

"GCCC are a forward thinking club with some exciting plans for the future. We therefore feel that this partnership will be of great benefit to all of us and are looking forward to the forthcoming season, working together and supporting club and team, both on and off the pitch."

GCCC Chief Executive Tom Richardson commented: "We are delighted to welcome Total as a sponsor for 2009. As a Cheltenham based company they provide telecommunication service solutions to a wide range of businesses and we are very pleased to have a sponsor from this sector. We are looking forward to working with them over the coming year".

Telecoms company make a splash raising money for WaterAid

Wed, 01 Oct 2008 00:00:00 +0100

On 6th September, Cheltenham company Total Ltd were victorious in the Hydro International (UK) Ltd (Hydro) annual charity 'It's a Knockout' challenge.

The business to business telecoms provider also helped to raise over £3000 for the charity WaterAid, who provide water, sanitation and hygiene education for the world's poorest people in the process.

The event, now in its second year, was organised by Clevedon based Hydro, who offer innovative products for the cost effective control of stormwater and treatment of wastewater.

The occasional torrential downpour and a waterlogged field only added to the entertainment, as Total joined with over ten other industry based teams to compete in various water and foam based games run over giant inflatables, in a modern take of the cult TV show of the same name.

Trudie Harrod, Total Ltd Team Captain commented: "Hydro have been one of our customers for a number of years, so we were delighted they invited us to take part in the challenge and offer us an opportunity to support them. It really didn't matter that we were soaked to the skin and covered in foam and mud, as the team had so much fun. Raising money for such a worthy cause and lifting the trophy at the end of the day, as the sun made a brief appearance certainly made it all worthwhile."

Catrin Lewis, UK Marketing Co-ordinator at Hydro adds: "Not deterred by the bad weather and mud, teams of employees, suppliers and business partners battled for the coveted tap trophy. The teams were the stars of the day providing fun entertainment for friends and family who turned out with wellies and brollies to cheer them on."

"After meeting WaterAid through our UK based 'Save the Rain' campaign, and learning about the vital work they do we launched a 3 year corporate partnership. We chose to be involved with WaterAid and, in particular the rainwater harvesting project in Nepal, because of the close synergies it has with our business and the Save the Rain campaign".

Total Ltd mark milestone in their company history with a brand new look.

Mon, 18 Aug 2008 00:00:00 +0100

On 1st July 2008, leading independent business telecoms provider Total Telecommunications (TTL) and sister company Total Network Convergence (TNC) amalgamated to become Total Ltd.

Stuart Baikie, Managing Director at Total Ltd explains: 'Total are already well known and respected within the local area and the telecoms industry. By changing our name, we can provide our customers and partners with clarity by working with one company who have clear goals and objectives. Our tenth anniversary seemed the perfect time to unveil our new image, as we move on to the next phase in our history.'

'We operate in a very fast moving industry, and as a result, constantly need to review our product set and adapt to meet the needs of the marketplace. Our re-brand reflects and reinforces our strong position at the forefront of emerging technology for mobile, voice and data unification.'

Total, who celebrated their anniversary in June with a party for customers, staff and partners at the Pittville Pump Room, were also highly commended in the IT & Telecoms category at this year's National Customer Service Awards.

Committed to keeping the momentum going, Stuart adds: 'After a decade of year on year growth and success in a highly competitive marketplace, we are now working towards an AIM floatation in the next three years to strengthen the company further for the future.'

The Total Telecommunications Group commenced trading in 1998, with the formation of TTL. In 2002, TTL became a full service provider and formed sister company, TNC, to provide airtime and billing services. The group has always worked in tandem and both trading arms have now become one company. There has been no change whatsoever in terms of ownership, line of business and organisation structure.

Total Ltd AIMS high with Beacon South West

Fri, 01 Aug 2008 00:00:00 +0100

Total Ltd, a Cheltenham-based business which is hoping to float on AIM (Alternative Investment Market) within the next two or three years, is the latest high profile company in the county to be awarded the coveted Beacon status.

The telecoms provider, which this year celebrates its 10th anniversary, looks set to become an even bigger player in the sector, using its listing on AIM as the platform to extend its range of integrated services to the B2B sector in the South West. Its offering includes converged mobile, system and fixed line services for major corporates through to SMEs.

Explains Stuart Baikie, managing director of Total Ltd: "AIM will provide the company with the security it needs to continue to grow at the rate it has done in recent years. We have never sought external finance to date but we feel now is the time to capitalise on the opportunity we have developed for ourselves in the B2B marketplace."

Part of the success of the company, which was highly commended in the National Customer Service Awards 2008, has been its ongoing commitment to its staff, an investment which has not only seen it rewarded with Investor in People (IIP) status but caught the attention of Beacon South West.

An initiative of the South West of England Regional Development Agency (RDA), Beacon South West brings together the region's most forward-thinking companies to cultivate excellence among businesses.

"We have a culture of developing our people from within," reveals Stuart, whose company is on course to turn over £10m this year. "We have been in business for a decade now, which is no small achievement in this sector given the continuing consolidation. Without the commitment of our staff, we wouldn't have got to where we are today."

Stuart believes the team's efforts have ensured that they experience little or no competition in the region. "We have carved out a real niche for ourselves in the South West, particularly in terms of what we can offer. Our ability to provide an integrated solution makes us unique, particularly within B2B."

Commenting on the company's new Beacon status, Stuart added: "We are really pleased to have been awarded Beacon status at this point in our company's evolution. We are seeking professional advice to steer us through the flotation on AIM but there is nothing like being able to ask business peers about their real life experience of the process. Beacon South West is all about learning from the best companies in the region and I am looking forward to picking a few brains at the regular Beacon Boardrooms about the pitfalls and opportunities surrounding AIM listing."

Adds Sue Baker, director of Beacon South West: "Total Ltd stands out from the crowd for its commitment to customer service. It has a low client churn rate, way below industry standard, and is constantly looking for ways to provide more innovative solutions to its customers including initiatives such as its online helpdesk and online billing system."

Total Customer Service Recognised at National Customer Service Awards

Mon, 02 Jun 2008 00:00:00 +0100

Independent business telecoms supplier Total, were awarded highly commended status in the IT & Telecoms category of the esteemed National Customer Service Awards this year.

Launched in 1999, the awards celebrate the effect and impact of excellent Customer Service on both the Consumer and Businesses. The high profile event has become a firm fixture in the UK business calendar, highlighting the importance of Customer Service in todayâ€^TMs business climate. Each category has its own criteria but all entrants are judged on their commitment to high standards of customer care.

The Awards give companies the opportunity to showcase their success stories and to highlight how they are improving customer service within their organisations.

'National recognition and awareness amongst hundreds of other industries is a real achievement for a regional business like ourselves' said Total MD Stuart Baikie, 'indeed, our affinity with the values this award represents and our own scoring compared to national benchmarking is something we are very proud of as a company, and demonstrates our commitment to our customers.'

Lorrin White, Operations Director at Total adds: 'Exceptional quality of service has always been a major focus for us and we are delighted it has been acknowledged in this way. By keeping service at the core of everything we do and listening to our customers, we can continue to ensure we deliver the best possible customer experience.' The National Customer Service Awards will be held on the 23rd of September with a glittering celebration at The Grosvenor House Hotel, London.

Total Customer Service recognised at Mobile News Awards

Fri, 04 Apr 2008 00:00:00 +0100

4th April 2008: Cheltenham based company, Total Telecommunications Limited (Total), were selected as a finalist in the prestigious Mobile News Awards for the second year in succession, and this year were also singled out for commendation.

Now in their 14th year, the Mobile News Awards acknowledge the best products, services, innovations and companies in the UK mobile communications industry and are judged by an independent panel of experts. Total were therefore delighted to be shortlisted for the 'Customer Service' Award once again and also to receive a commendation for their entry.

"This year's submission was described by the organisers as 'Honest, forward thinking and extremely customer-focused' - which is exactly the standards and principles we continually try to adopt in our service offering. The ability to focus on listening and adapting to our customer's needs is key within our industry," said Lorrin White, Director of Operations.

"Reaching the finals of the Mobile News Awards for the second time and to also receive a commendation is excellent recognition for Total. Acknowledgement alongside market leaders such as Vodafone and Carphone Warehouse is a great achievement for a regional business to business operation such as ourselves," added Managing Director, Stuart Baikie.

Independent business telecoms provider Total have always considered high quality of service a priority and this has been reflected in a consistently low rate of customer churn. In 2007 this was achieved through more intelligent recruitment, additional investment and development in staff, updating internal management tools and increased interaction with customers.

The Mobile News Awards were held on the 13th March with a gala dinner at The Hilton Hotel, Park Lane, London.

TTL join elite O2 Data Centre of Excellence

Thu, 01 Nov 2007 00:00:00 +0000

21 August 2007: Independent business telecoms provider and mobile data specialist Total Telecommunications Limited (TTL) has recently been appointed as an O2 Data Centre of Excellence Partner.

Leading mobile network O2 has picked a handful of premier partners to join their Data Centre of Excellence, launched in January this year. Would-be partners must reach and maintain a number of strict, demanding qualifying criteria, such as proven in-house data specialists and customer retention and connection targets. This is rewarded by benefits from marketing support and training to recruitment of specialists and, of course, access to the very latest mobile developments and emerging technology.

Established in 1998, local business telecommunications specialist TTL have been at the forefront of mobile data technology, initiating tangible business benefits to their customers for many years now, and in fact pioneered BlackBerry services when they were first launched into the UK market.

Stuart Baikie, Managing Director of TTL commented: 'This accolade from a market leading partner such as O2 is an excellent recognition for TTL. Whilst the mobile voice market is maturing, mobile data within the business sector is very much still a growth area.'

He added: 'To illustrate, we recently conducted a survey regarding mobile data usage for a legal industry event we held. From the solicitors, practice managers and IT professionals who responded, just as many of them - 81% in fact - stated they needed access to email when out of the office as those who required access to the phone. Similarly, nearly a third wanted access to business applications whilst away from their desks. With mobile integration and the number of third-party applications ever increasing, we would expect this figure to double over the next few years.'

'TTL has always focussed on value-add solutions and we see first-hand on a daily basis the competitive edge that an appropriate mobile data solution can offer a business. Benefits range from increasing response times, thus improving service, turning downtime into working time and facilitating continuity of communication to allowing field based staff to improve productivity by providing anytime access to relevant business applications.'

Ben Dowd, General Manager, Business Sales, at O2 UK, added: 'Total Telecommunications has a well-developed strategy for mobile data solutions and is a specialist in this field. They know the data market and will help O2 to understand and meet its business customer needs.'

AirRadio becomes an O2 Mobile Voice and Data Partner through a strategic alliance with TTL

Mon, 20 Aug 2007 00:00:00 +0100

24 July 2007: AirRadio Ltd today announce new cellular voice and data services after signing a strategic partnership agreement with Total Telecommunications Ltd (TTL) to become an O2 Mobile Voice and Data Provider.

AirRadio can now offer customers a portfolio of cellular solutions to complement existing operational communications tools - trunk radio & PMR; mobile data applications & terminals and WiFi & WiMAX solutions - enabling network platform and device selection to be based on the organisation's needs and the individual users' day-to-day tasks. AirRadio's cellular services include a dedicated customer account manager, a billing and analysis team and a 24hr / 365 day service centre handling first line support for fault reporting and blocking of lost or stolen handsets.

Brian Nicholson, AirRadio Managing Director, said on signing the agreement "One of AirRadio's key strengths is in understanding how important it is to have access to the right communications tools for every organisation and individual working in mission-critical industries. By ensuring cellular services are part of our portfolio we offer clients the opportunity to fulfil all their communications requirements in one supplier; benefiting from cost efficiencies and service & support levels that set AirRadio apart from other suppliers. "

He continued "our partnership with TTL now creates opportunities for our customers to deploy innovative data solutions from AirRadio and benefit from support services including on-line billing and strategic advice on new and emerging mobile technologies, applications and devices."

Stuart Baikie TTL Managing Director agreed, adding "The experience AirRadio has in delivering and supporting complex communications solutions for service industries was one of the driving factors for us to create this partnership. Customer Service and support are TTL's core values and we have found a great match with AirRadio."

Ryzex Signs O2 Partnership Agreement with TTL

Wed, 01 Aug 2007 00:00:00 +0100

Ryzex PLC, a technology lifecycle company, has signed an agreement with TTL, an independent O2 partner and service provider. Under the terms of the agreement TTL will be providing Ryzex' customers with cost-effective airtime for mobile voice and data services and Ryzex will be providing TTL's customers with access to a range of rugged mobile computing devices, backed by Ryzex' technology lifecycle services.

TTL supply integrated telecommunications services to the business sector, including mobile voice and data, fixed line and broadband services and telephone systems. TTL has always considered high quality of service a priority, and has recently been short-listed in the Customer Service Category for the prestigious Mobile News Awards.

As a result of the agreement, Ryzex' customers will benefit from focused and proactive customer service, competitive pricing and appropriate tariffs, regular communication, contact and review, optional online billing and an online helpdesk, with access to the full range of business telecoms services provided by TTL.

The agreement with TTL will give Ryzex a competitive commercial advantage with the ability to provide connected rugged mobile computers with relevant support and competitive airtime pricing, complementing Ryzex's Full Use® service offering.

For TTL, the agreement gives its customers access to an additional area of expertise and range of rugged mobile products provided by Ryzex.

Colin Hughes, Managing Director for Ryzex comments "We are extremely pleased with this partnership. The ability to offer cost-effective airtime to our clients gives us a competitive edge and expands our already comprehensive service offering."

Total remain ahead of the game for 2010 season

Fri, 12 Mar 2010 00:00:00 +0000

Following a successful season in 2009, Total Ltd (Total) is pleased to announce a renewal of their sponsorship agreement with Gloucestershire County Cricket Club (GCCC).

Contracts were signed in December and the Total logo will feature on the back of all LV County Championship, ECB 40 Over League and Twenty20 Cup shirts worn by contracted players and on replica kits which will be available from the Club Shop.

GCCC is well known for its success in many one day tournaments. The Club plays the majority of its home games at the County Cricket Ground in Bristol as well as hosting the C&G Cheltenham Cricket Festival at the College Ground, Cheltenham. In 2009, the team narrowly missed out on a one day final at Lords after being beaten in the semi final and were one place away from a promotion to a higher league.

Following hot on the heels of last year's successes, the 2010 season is full of promise as Tom Richardson, Chief Executive of Gloucestershire County Cricket Club explains:

‘As the build up towards the 2010 season begins we have some exciting times ahead: on the field new signing Jonathon Batty will debut for the Club; the revitalised Twenty20 competition means more home games being scheduled; England return to the County Ground on 10th July for a One Day International match against Bangladesh and fantastic fixtures at our Cheltenham Cricket Festival include local derbies against Worcestershire and Glamorgan'

‘Off the field the Club continues to look to the future following up on our plans to redevelop the County Ground, helping to secure the future of cricket in the region. We also look forward to our continued partnership with Total, our shirt sponsors for the 2010 season.'

Stuart Baikie, Managing Director of Total Ltd agrees:

‘As Tom mentioned previously, 2009 was a very successful year for GCCC and our sponsorship arrangement with them worked very well. We are very proud of our Gloucestershire heritage and it is a pleasure to support our local team.'

‘We are looking forward to the forthcoming season and supporting GCCC with their plans for the future.'

Total continue to deliver exceptionally low churn statistics.

Tue, 06 Apr 2010 00:00:00 +0100

Cheltenham based business to business telecommunications provider Total Ltd (Total) has consolidated its position in the market place, reducing its churn rate to a staggeringly low 8.19% in the midst of the recession.

During 2009, many businesses faced varying degrees of uncertainty due to the current economic climate. Telecommunications are an essential part of any business, so throughout last year, Total acknowledged that customers would be cutting costs and remained focussed on assisting its customers, where possible, through the difficult and challenging downturn.

As a result, in the most challenging marketing conditions, Total has reduced its churn level to 8.19%. This is a further drop of 1.01% compared to the churn level of 9.2% in 2008, clearly demonstrating that Total has been able to build on the foundations of a solid customer base, following its ethos of Communicate, Care, Deliver and Grow.

Many different factors have contributed to the continued fall in churn rate. Total are committed to regular reviews of customer accounts and as this is an ongoing process, it is easy to identify any surplus requirements and then streamline costs. Total also offer initiatives such as an optional online Helpdesk and YourView, the bespoke online billing platform, allowing customers to regularly monitor their own accounts.

Of course, Total has been realistic and maintained an understanding that job losses often equate to a loss in services. The Field Account Managers and Customer Care team regularly engage in proactive contact with customers, building up relationships over a period of years. Through close interaction with clients, Total is often alerted to this issue at a very early stage and steps are then taken to make the transition as smooth as possible.

The assistance and flexibility that Total is able to provide gives its customers confidence in a genuine, open and honest attitude which in turn perpetuates customer loyalty. By adopting an empathetic approach, working together, reviewing terms and maintaining clear dialogue with customers, Total should continue to produce low churn levels in the future.