IT solutions provider The ICC Group (ICC), headquartered in Wetherby, is building a next-generation managed service proposition through a collaboration with Vapour, a cloud specialist and Microsoft CSP (cloud solution provider).
The partnership between the two companies follows ICC’s recruitment of Gary Saunders to grow its managed service division into a multi-million-pound revenue business in just two years (see page 43).
The addition of Vapour to its partner portfolio will enable ICC to meet growing demand from SME, enterprise and public sector customers for managed services, in addition to the hardware and maintenance offering on which the company has built its success.
When an ICC customer wants to embark on a digital transformation journey or a cloud-first overhaul of its communications infrastructure, the two firms will join forces to leverage the expertise of both teams.
Vapour has already transitioned ICC itself from a legacy on-premise voice system to a licence-based softphone environment, giving ICC’s 60 employees the flexibility and connectedness they need whether they are in one of the company’s four offices or working remotely.
Gary Saunders said: “Even this simple transition will bolster our grip on what’s going on, particularly for customers interacting with our service desk. Armed with more intel, we can fine-tune the level of service we provide. We can analyse email and instant message dialogue, too, which would traditionally have only been possible with a very expensive omnichannel platform.”
He added: “This is exactly the type of functionality we can open up to our customers. There are even Technology as a Service options in the pipeline. It all comes down to adding value, and the perception of value has changed significantly in the last 12 months. Customers need agility from their supplier – that’s what leads to long-term relationships – and that’s exactly what we seek in our suppliers too.”