4Com
60% Support Reduction
Giacom’s Cloud Market Tools transformed 4Com’s business operations
About 4Com
For over 20 years, 4Com has been delivering market-leading phone systems to thousands of UK businesses, building a reputation for exceptional customer service.
4Com is recognised as one of the best places to work in the UK and is well known for its charitable efforts, having raised over £400,000 for local causes.
As a fast-growing business with a focus on strategic acquisitions, 4Com continues to expand its portfolio and reach new markets. This growth mindset has made innovation, operational efficiency, and service excellence top priorities.
Over the past 11 years, 4Com has built a strong and collaborative partnership with Giacom, one that’s rooted in trust, shared values, and a joint commitment to delivering outstanding customer experiences.
“Giacom have provided us with an outstanding partnership and service. We are proud to call them a trusted partner and look forward to continuing to build on this relationship.”
Katarena Legg
Head of Billing & Credit Control, 4Com
Business Challenge
In the last 10 years, 4Com has experienced remarkable growth, boosting revenues by almost 800%. A key driver of this success has been a focused strategy of acquiring businesses to expand both their customer base and service portfolio. However, this rapid expansion led to increased operational complexity.
With multiple acquisitions came multiple billing systems and end-user portals, creating significant duplication of effort and a disjointed customer experience. The support team also faced challenges due to customer data being scattered across systems, making it difficult to get a single, unified view of each account.
As with many acquisitive businesses, finding a repeatable way of harmonising culture, systems, and customer experience became increasingly critical. While 4Com had talented internal teams with deep industry knowledge, they recognised that partnering with the right experts would be key to simplifying complexity and driving faster results.
“Every time we had an acquisition brief or project update, Giacom responded immediately, assigned a project manager, and kept us fully in the loop. Their responsiveness and commitment set them apart.”
Katarena Legg
Head of Billing & Credit Control, 4Com
The Solution
To address the operational complexity brought on by rapid growth and multiple acquisitions, 4Com turned to Giacom’s Managed Services and Self-Serve end-user portal, a combination that proved instrumental in transforming their business operations.
Giacom provided a fully managed service that went far beyond technical support. Acting as an extension of the 4Com team, Giacom delivered 14 successful billing migrations in just 12 months, with every milestone supported through regular collaboration and weekly progress calls. These migrations included rigorous parallel bill runs and in-depth data analysis to ensure billing accuracy, identifying and correcting legacy errors and uncovering missed revenue opportunities.
One of the most impactful changes was the rollout of Giacom’s white-labelled Self-Serve portal to all 4Com customers. Originally planned as a single bulk migration for 17,000 customers, the approach was strategically restructured into phased batches of 3,000 per month. This shift, guided by Giacom Account Manager Chanell Horton, protected support resources from overload and delivered a smooth transition with minimal disruption.
“Giacom has played an instrumental role in helping us deliver critical migrations and transformational improvements across our business. The close collaboration has positioned them not just as a supplier, but as a true extension of our team. Special recognition goes to our Account Manager, Chanell. Her deep billing expertise and proactive approach have consistently ensured the success of every project.”
Katarena Legg
Head of Billing & Credit Control, 4Com
Business Outcome
4Com now operates within a single scalable billing platform, with empowered customers and a future-ready operation that continues to support 4Com’s growth and acquisition strategy.
Together, Giacom and 4Com have successfully delivered 22 billing migrations, 14 of which were completed in just 12 months. This has enabled 4Com to retire multiple legacy billing systems, resulting in significant cost reductions, greater operational efficiency, and a more unified internal workflow.
The operational impact has been substantial. Since rolling out Giacom’s Self-Serve end user portal, inbound customer enquiries have dropped by nearly 60%, from around 600 emails per month to just 250.
By dramatically reducing manual support requests, 4Com has freed up valuable internal resources. Their teams can now focus on strategic initiatives and delivering exceptional value to their growing customer base.
“The impact on our operations has been remarkable. With fewer inbound enquiries, our teams can now focus on driving further improvements and efficiencies across the business.”
Katarena Legg
Head of Billing & Credit Control, 4Com