Signed, Sealed, Delivered: Topspeed Couriers and Webex for Gamma

In this case study, we cover:

• How Topspeed Couriers has scaled rapidly, and why communications became business‑critical.
• The challenges created by fragmented, legacy telephony.
• The role technologE and Gamma played in delivering Webex for Gamma.
• The operational and commercial impact for Topspeed, and the value of strong vendor support for the channel partner.

Topspeed Couriers is a UK-based logistics provider operating in some of the most demanding and tightly regulated sectors, including nuclear power, public health, and forensic science.

Founded in 1985, the business has grown significantly over the last decade. Their turnover has gone from £1.5 million in 2014 to nearly £15 million last year and are now active in securing public sector and government contracts around Crown Commercial Services frameworks.

In sectors where accountability and responsiveness are non‑negotiable, communication is crucial in underpinning the whole operation. That’s why they reached out to technologE for assistance in scaling their growth. It’s why Topspeed adopted Webex for Gamma to keep both communication and their deliveries flowing.

When growth exposes the cracks

As Topspeed scaled its workforce, fleet and customer base, its existing phone system began to hold the business back. From a management perspective, basic visibility simply didn’t exist.

Gill Lockley, Managing Director at Topspeed, recalls that trying to retrieve information from the back part of the system was difficult. Sourcing statistics, such as agents who answered the phone the most and number of missed calls, was proving to be too hard a task.

Even everyday tasks were unnecessarily complex. Gill mentions how it ‘seemed old fashioned’ trying to put out of office diverts on. Only through intervention from the IT team was this issue resolved.

Navigation and usability added to the frustration. At times, it took ‘six or seven presses of a button’ to get a number up on screen. For Topspeed, these limitations created operational risk.

A critical environment needs control

Jordan Needham, COO at technologE, is right to say that ‘missed calls means missed collections.’ The challenge was clear, in that Topspeed’s existing system was ‘a bottleneck rather than an enabler.’

These couriers operate in an environment where communication is critical. Again, missed calls means missed collections. A courier business ‘lives and dies by its responsiveness.’

Fragmentation was a major issue. Jordan mentions that a lack of visibility meant there wasn’t a reliable way to log, track or review calls. Juggling multiple platforms had made coordination across sites and remote workers difficult to manage.

Regulation made matters more pressing, especially as Topspeed’s legacy system left them with no audit trail. Operating under frameworks like Crown Commercial Services, and holding ISO accreditations, ‘demands rigorous record keeping.’

Together, these challenges meant a change was needed.

Webex for Gamma: ‘The clear choice for us’

Webex for Gamma was chosen as the suitable platform that could support Topspeed’s operational demands both now and long‑term. This decision wasn’t based on features alone.

Jordan highlights Gamma’s credentials as ‘one of the UK’s leading communications providers.’ By working with technologE, Topspeed would get ‘the power of Cisco’s Webex platform backed by Gamma’s UK infrastructure and support.’

Holding accreditations, such as multiple ISO standards and Cyber Essentials Plus, is important for technologE. ‘Credibility matters’, as Jordan says, and is certainly valuable for businesses like Topspeed who are working within government frameworks.

With a mix of desk phones, DECT devices and softphones, the solution was deployed in phases to minimise disruption. Planning was key, as ‘there’s no quiet week for Topspeed’ in which to run a migration process.

‘A calmer and more focused environment’

Since adopting Webex for Gamma, the difference has been felt immediately across the business.

From an operational perspective, the atmosphere in the office has changed. Holly Lockley, Business Manager at Topspeed, explains that not having every phone ringing simultaneously has created a ‘calmer and more focused environment.’

Smarter call distribution has helped teams balance workload more effectively. Introducing the longest idle feature, where someone who hasn’t taken a call in a while will receive the next one, has allowed people to focus on their tasks. Nobody’s being pulled away from time-sensitive assignments, and they can easily prioritise their work.

Visibility has also transformed decision‑making. Seeing those once elusive calling statistics has improved analysis on staffing levels. Holly also mentions that, when help was needed, technologE were there to support, although adjustment has been easy since ‘[Webex for Gamma is] so easy to use.’

Continuity and confidence

For a logistics operation, downtime is never an option. Webex for Gamma has significantly strengthened Topspeed’s business continuity model.

Holly describes how minor business continuity events and lost internet connection would have previously been a big issue. Now, because of soft phones, flexibility is built into the system.

If they can hotspot and attain connection that way, Topspeed’s teams and customers aren’t in danger of losing their means to communicate. As Holly says, it’s a ‘breath of fresh air’ if business continuity events occur.

Ease of use has driven adoption across the business, for both office-based and remote workers. Stephen Clegg, Topspeed’s CEO and Founder, notes how his phone at home is much easier to use.

It’s simpler to find a contact through the directory and having a touch screen rather than keypad makes all the difference. For Stephen, it’s like ‘you’ve entered into a new world.’

Advanced capabilities have also added control and confidence at leadership level. Call recording, transcription and AI‑powered summaries now form part of day‑to‑day operations. The AI summary, as Holly highlights, delivers action points that make it easier to track responsibilities and manage projects effectively.

With every call captured and logged, Jordan highlights the wider impact for Topspeed. It delivers a ‘peace of mind’ with real commercial value. Thanks to Webex for Gamma, ‘it protects the business, protects their client relationships and protects their accreditations.’

When vendor support really matters

For technologE, delivering Webex for Gamma goes beyond technological change. Rather, it’s about trust and accountability.

Jordan makes that clear, saying how Gamma ‘didn’t just hand us a product and step back.’ Instead, they were a genuine delivery partner that ‘helped to make[them] look good.’

That support extends beyond deployment. Whenever the Topspeed team had a question, it reflected on technologE. Gamma’s support structure meant technologE can ‘stand behind every solution… knowing we have a partner who won’t let us down.’

technologE’s own professionalism was on full display. Gill praises their responsiveness when a response was needed, and Holly highlights the ease in communicating with the team before and after Webex for Gamma was deployed. Having a partner who’s ‘really supportive’ makes all the difference.

‘We’re not looking to stand still and neither’s Gamma’

For Topspeed Couriers, Webex for Gamma has delivered more than a modern phone system. It has provided the visibility, resilience and assurance required to operate confidently in regulated, time‑critical environments. As Holly says, it’s a solution that’s ‘really working for us.’

For technologE, the project with Topspeed reinforces the value of aligning with a vendor that invests in platform innovation and, just as importantly, in partner success. Through Gamma’s platform, infrastructure and support, technologE can meet with any UK-based SME and offer a solution that ‘genuinely competes with what a 500-person business would have.’ All without the complexity or the cost.

As Jordan puts it, technologE is treated ‘like a partner and not just a reseller.’ Right from the start of the relationship, Gamma has invested in the success of their business.

Thanks to that relationship, Topspeed enjoyed a successful migration to Webex for Gamma. With such a platform in place, scaling and growing doesn’t seem as daunting a prospect.

About technologE

technologE are a Manchester-based solutions provider specialising in managed services, AI telephony and cyber security. They believe that a more personal approach is crucial in getting the most out of technology solutions. Small businesses deserve enterprise-grade tools, and technologE are working hard to make it possible.

Quick Answers: Signed, Sealed, Delivered: Topspeed Couriers and Webex for Gamma