Gamma and Moore Kingston Smith

The challenge

Their existing setup lacked the desired flexibility, expertise, and integration capabilities they required, particularly concerning seamless operation with Microsoft Teams. The firm’s Chief Information Officer, Lazo Basic, spearheaded the search for a robust managed service that could offer consolidated billing, enhanced customer experience, and a simplified process for user and number provisioning. The complexity of integrating various telephony systems and managing a fragmented service landscape, including a call centre and future CRM integration, further emphasised the need for a strategic overhaul.  Additionally, Moore Kingston Smith’s growth trajectory required a telephony and collaboration partner that could scale and innovate in tandem with their evolving requirements.

The Solution

Gamma embarked on a strategic partnership with Moore Kingston Smith to address these challenges head-on. The cornerstone of this collaboration was the implementation of Microsoft Calling Plans through Operator Connect, a solution that ushered in a new era of flexibility, efficiency, and integration for the firm. Gamma’s approach was meticulous and phased, beginning with the transition of 800 users, prioritising critical numbers, and expanding to over 1,100 users to encompass comprehensive functionalities tailored to the firm’s needs.

This project was a living example of Gamma’s #goodtogether philosophy, demonstrating the power of partnership in achieving transformative outcomes.
Lazo Basic, reflecting on the project’s early days, praised Gamma’s role a managed service. He noted, “Bringing Gamma to be that kind of middleman, it gives us that managed service piece where we don’t really have to deal with others for our billing, it’s sort of consolidated. Much simpler for us.”

His trust in Gamma was rooted in past experiences, putting emphasis on the importance of our professional services and customer support. “I worked with Gamma for the past 10 years… Hence why I reached out to Joe Slater (Head of Customer Advocates,Gamma) when I moved here [Moore Kingston Smith],”

Basic shared, reflecting on Gamma’s high quality project management and technical support. “With other providers, you don’t get a chance to talk to someone, you know it’s all online… where with Gamma, what I have found was that you know there is somebody helping you all the way through.”

The existing relationship with Joe Slater was something Lazo was keen to expand upon: “I worked with thousands of suppliers and in my 20 years I remember Joe’s name. Still today, I mean, I worked with him in 2016 or 2017. But still, you know the first person that I emailed was Joe Slater, right?” Basic also emphasised the unique value Gamma brought to the table, beyond the typical offerings of a telecommunications provider. “You [Gamma] are much more than that. You are a professional services provider too.” This distinction was crucial, as it highlighted Gamma’s ability to offer comprehensive solutions that addressed more than just the technical requirements.

The Outcome

The collaboration between Moore Kingston Smith and Gamma resulted in a telephony and collaboration environment that was not only technically superior but also aligned with the firm’s strategic vision for growth and innovation. The success of the project was multifaceted, encompassing cost savings, enhanced efficiency, and a unified telephony landscape under Gamma’s umbrella. However, Lazo highlighted the human aspect as the project’s real heart, “It’s not all about money… it’s more about me having that confidence to recommend this product to my business and then not to lose any sleep over it.”

When asked if he agreed that Gamma show a solid commitment to clear communication, risk management, and setting realistic expectations, Lazo was emphatic: “Yeah, 100%. 100%. Because when I speak to other providers, you know, they’re just interested in taking your order, you’re just another colour client, another kind of income stream to them and it’s all about numbers. But for us, we were looking more for a strategic partner which is what we have in Gamma now.”

This environment of transparency and support was critical when it came to dealing with the project, including challenges such as coordinating with multiple carriers and managing internal alignment. The project’s success was indicative of the #goodtogether philosophy, with Gamma providing not just a service but a partnership.

Future Prospects and Reflections

Looking ahead, the partnership between Moore Kingston Smith and Gamma sees only clear skies and new horizons. The firm’s expansion and technological aspirations, including security and CRM integration, open avenues for further collaboration that goes beyond traditional telephony. Lazo’s willingness to serve as a reference for Gamma underscores the depth of trust and satisfaction resulting from this partnership. He was keen to hammer home this point: “Bear in mind you haven’t paid me to do this. You know, you just asked me to do it. I’m like, yeah, sure. It’s willing to do it [for Gamma], but there’s many other suppliers that, honestly, I couldn’t be bothered wasting my time – because things didn’t go as well. Sure, they have a great sales pitch, but when it comes to the actual delivery, you don’t get that consistency and continuity they promised.

That’s the difference with Gamma. I never had a sales speech from you. We just ended up, you know, collaborating and working together.” Reflecting on the journey, Lazo was careful to go back to the importance of clear communication and collaboration, which were crucial in overcoming challenges such as coordinating with multiple carriers. “Gamma understanding, you know, information from us who are the carriers… It was really that collaborative approach.” And on Gamma’s role in the project’s success, Lazo remarked, “To be honest with you, I didn’t even think this was a large-scale project to you guys… but you still gave me that professional service.”

This acknowledgment of our dedication to providing top-tier service, regardless of the project’s scale, was very rewarding.

Looking once again to the future, Lazo had some exciting hints to share: “We’ve reached a point where we are even talking to Gamma about some of the other aspects of technology… because of your good work, we’re also willing to look at working with you guys on the security side.”

This openness to exploring new avenues of collaboration is clear evidence of the evolving and deepening relationship between Moore Kingston Smith and Gamma, a great example of how companies can achieve greater things by working together. In sum, the continuing journey shared by Gamma and Moore Kingston Smith is one of transformation, partnership, and innovation. It shines a light on the critical role of human connection in technological transitions and makes it clear that the heart of every successful project should be a partnership that is truly #goodtogether.