Tag: customer

8 Reasons High-Quality Branded Merch Creates Real Brand Connection

Brand perception improves when physical touchpoints create familiarity through repeated daily exposure across meaningful consumer interactions. Merch with purpose builds recognition through usefulness rather than temporary impressions that fade quickly. Tangible items maintain presence within routines that shape long-term brand recall naturally. 

This approach strengthens emotional ties through consistent brand presence across real environments. Businesses seeking deeper engagement benefit from thoughtful merchandise choices that reinforce identity. People can explore how strategic merch choices influence sustained audience engagement and take action. Clear intent guides merchandise selection through alignment with audience expectations across practical daily contexts.

1. Enhances Brand Memorability 

Branded merchandise solutions establish recall through repeated exposure during everyday routines across varied environments. Distinctive designs capture attention through visual appeal without overwhelming brand presentation for users. Positive usage experiences create favorable associations connected directly to the brand identity. 

Memory strengthens as branded items remain visible across extended periods within daily habits. Consistency in design reinforces familiarity through subtle visual reinforcement across multiple encounters. Repeated exposure builds recognition without requiring active attention from recipients. Everyday utility ensures continued interaction through real-life relevance. Familiar visuals remain present during routine activities across work, home, and leisure settings.

2. Extends Reach Through Sharing

Merchandise visibility increases as items appear naturally within social and professional environments. Repeated exposure supports familiarity through consistent presence within shared spaces that encourage recognition.

A few of the sharing benefits include:

  • Friends notice branded items during casual interactions within shared settings
  • Family members spark curiosity through visible logos during everyday moments
  • Peers discuss brands through shared experiences connected to merchandise use
  • Communities recognize brands through repeated exposure across common locations

Reach expands through natural observation rather than direct promotion or persuasion. Visibility improves through consistent exposure across diverse social settings over time. Shared environments support repeated brand impressions without forced messaging. Recognition grows as merchandise circulates through everyday social movement.

3. Builds Emotional Connections

Personalized merchandise communicates appreciation through thoughtful details that resonate with recipients emotionally. Gifting creates goodwill through gestures that feel sincere rather than transactional exchanges. Emotional responses develop through relevance tied to personal use scenarios within daily life. Recipients associate brands with positive moments formed through meaningful interactions.  These feelings deepen trust through repeated emotional reinforcement across continued engagement. 

Emotional attachment grows through tangible reminders of brand care and consideration.  Personal relevance strengthens emotional impact through perceived effort. Long-term sentiment improves as recipients feel recognized through thoughtful merchandise choices. Emotional consistency supports stronger bonds through reliable expressions of brand intent across touchpoints. Genuine consideration shapes perception through experiences that feel personal rather than promotional.

4. Reinforces Brand Identity

Visual consistency strengthens recognition through familiar colors, typography, and design elements across merchandise collections. Material quality reflects brand values through texture, durability, and overall presentation quality. Clear branding signals professionalism through attention to production standards across every item. 

A few identity advantages include:

  • Design alignment improves recognition clarity across varied audience segments
  • Quality materials support a premium perception through tactile experience
  • Cohesive visuals reinforce credibility through uniform brand presentation

Brand identity remains clear through consistent physical representation across multiple touchpoints. Recognition improves through repeated exposure to unified brand elements within daily routines. Physical consistency strengthens credibility through dependable presentation. Strong identity cues support confidence during every interaction. Consistent presentation builds familiarity through repeated encounters that reinforce trust across audience interactions.

5. Drives Customer Loyalty

Practical merchandise encourages continued interaction through usefulness integrated into daily routines. Customers feel valued through items that serve functional purposes consistently. Exclusive designs create appreciation through perceived uniqueness tied to brand identity. Repeat engagement increases through tangible reminders of brand connection within everyday use.  Loyalty strengthens through positive reinforcement tied to real-world utility. 

Retention improves as appreciation translates into lasting commitment over time.  Functional relevance sustains interest beyond initial distribution moments. Continued use reinforces connection through dependable usefulness. Consistent visibility within routines reinforces brand presence through repeated exposure during everyday moments. Thoughtful utility builds confidence through reliable performance that supports sustained preference over time.

6. Generates User-Generated Content

Recipients share branded items through photos that reflect authentic experiences. Visual content feels credible due to personal context captured through genuine moments. Brand mentions grow through voluntary social sharing across digital platforms. Audience engagement increases through relatable content created by real users. Trust builds as audiences respond to authentic stories shared publicly. 

Brand conversations expand through genuine digital visibility across networks. Personal expression strengthens reach through shared experiences. Organic content supports credibility through real-life representation. Creators feel motivated when merchandise aligns with personal identity through design relevance. Shared posts increase discoverability across platforms through consistent exposure from trusted community voices.

7. Provides Measurable ROI

Campaign performance becomes clearer through trackable merchandise distribution outcomes across initiatives. Longevity increases value through extended product use cycles beyond initial campaigns. Data supports refined planning through insight-driven decisions based on performance indicators. A few performance indicators include measurable engagement outcomes.

  • Redemption tracking links exposure to action through measurable responses
  • Usage duration supports cost efficiency across extended product lifespans
  • Feedback informs future campaign improvements through audience response data

Insights guide stronger planning through actionable performance data collected consistently. Measurable outcomes support smarter allocation through verified engagement signals. Tangible data clarifies effectiveness through observable usage patterns. Clear metrics strengthen confidence through transparent evaluation of merchandise impact across business objectives.

8. Supports Consistent Brand Recall Across Touchpoints

Branded merchandise reinforces familiarity through repeated exposure across varied daily settings where audiences engage naturally. Consistent use places brand elements within moments that feel natural to recipients throughout work and personal routines. Visual presence remains steady through items integrated into professional tasks and lifestyle activities. 

Recognition strengthens as audiences encounter the brand through dependable physical cues during everyday interactions. Memory retention improves through repetition that feels organic rather than promotional in intent. Steady exposure sustains awareness through subtle reinforcement across multiple environments. Over time, these touchpoints shape reliable brand recall through a presence that feels familiar. Consistent visibility supports confidence through repeated positive recognition moments.

 

High-quality branded merch creates meaningful touchpoints that support trust, memory, and emotional relevance across audiences. Strategic use of Branded merchandise solutions strengthens recognition through physical presence that audiences value deeply. Brands seeking deeper engagement should invest in thoughtful merchandise strategies that reflect care and consistency. Action begins with selecting merchandise that aligns with brand values and audience needs. Take the next step toward a stronger brand connection through intentional merch decisions that leave lasting impressions. Consistent execution reinforces credibility through reliable experiences that remain present within everyday audience interactions.

 

Composability: The Key to Solving Telecom’s Agility Crisis

Telecom operators are at a pivotal juncture. Rapidly rising customer expectations, intensifying competition, and the rollout of technologies such as 5G, IoT and edge computing are transforming the industry and creating an urgent need for greater speed and flexibility. Yet, many communications service providers (CSPs) remain constrained by monolithic and rigid Business Support Systems (BSS) and Operations Support Systems (OSS), where even minor updates to services, processes or integrations can result in significant cost and delays.

These challenges have become a defining issue for the industry and in the sections that follow, we’ll explore how composable architectures are helping CSPs overcome them and regain agility. This shift toward modular, API-first and loosely coupled BSS/OSS systems is enabling CSPs to innovate rapidly, launch new services at digital speed, and scale efficiently.

TM Forum’s Open Digital Architecture (ODA) provides a clear industry blueprint for this shift, defining the modular building blocks and open interfaces needed to replace monolithic BSS/OSS with flexible, composable systems.

Cerillion, with extensive experience in deploying composable BSS/OSS solutions for leading CSPs, provides practical guidance on how operators can modernise their systems without disruptive rip-and-replace projects.

The Agility Challenge

Legacy BSS/OSS platforms were built for a time when service portfolios were predictable and network environments were stable. Today’s telecom realities are far different: rapid service innovation, intense partner ecosystems, regulatory complexity and dynamic enterprise demands. According to TM Forum, up to 72% of 5G revenue growth is dependent on BSS/OSS transformation.

While earlier research (such as TM Forum) suggested that a high proportion of 5G revenue growth depends on OSS/BSS transformation, more recent GSMA Intelligence analysis underlines that the real value of 5G lies in its role in enterprise digital transformation. GSMA projects that mobile technologies – 5G included will drive $11 trillion of economic value by 2030, and reports that around 85% of enterprises regard 5G as critical to their digital transformation strategies.

As part of this evolution, ODA sets out a standardised architecture that helps CSPs break down legacy complexity by adopting interchangeable components, common data models, and certified Open APIs.

Telecoms industry spending trends underline the urgency: IDC forecasts that the combined telco software solution market will grow from $48.7 billion in 2024 to $60.4 billion in 2029. Such rapid expansion highlights why CSPs recognise that agility isn’t optional but essential for survival.

Composable BSS/OSS and Market Impact

Composable architecture replaces monolithic systems with modular, API-first components that can be developed, deployed and updated independently. This approach allows CSPs to assemble new services, such as an IoT device bundle and partner app, without waiting months for system upgrades.

The principles of composable architecture align directly with ODA, which promotes modular components, well-defined service domains, and open interfaces that can be assembled and evolved independently.

Composable design brings several key advantages. As each module of the system, whether it’s a product catalogue or order management component, evolves independently, businesses can respond more quickly. Open Application Programming Interfaces (APIs) connect partner services, network functions and business tools, ensuring every element works together seamlessly. This efficiency also allows business users to configure new offers without relying on IT, while cloud-native microservices enable continuous scalability and updates, without disrupting legacy systems.

By building solutions that conform to ODA’s structure, operators ensure greater interoperability across partner ecosystems and avoid the vendor lock-in associated with traditional monolithic platforms.

According to HTF Market Research, the cloud-native telecoms market exceeded USD 10 billion in 2024, reflecting strong adoption of modern, modular architectures. The shift is more than technical; it’s strategic. Composable systems empower business teams, accelerate time-to-market and support legacy coexistence to manage cost and risk. In this context, Cerillion illustrates how legacy platforms can evolve into flexible, interoperable systems that enable rapid innovation without full-scale replacement.

Benefits Beyond Speed

Composable BSS/OSS delivers much more than just faster service rollout, including:

 

  • Reducing downtime and operational complexity.
  • Allowing business teams to experiment with new pricing, bundles and partnerships more easily.
  • Enabling third-party integration and ecosystem expansion via API-first platforms.
  • Adapting quickly to new business models or multi-brand operations.

Strategic Implications for CSPs

Aligning transformation roadmaps with ODA provides CSPs with a proven framework that reduces integration risk, accelerates onboarding of new partners, and ensures long-term architectural consistency.

Operators considering the composable route should pursue the following strategic actions:

 

  • Define business drivers and outcomes: Determine the agility and results needed, including faster service launches and ecosystem enablement, before selecting technologies.
  • Adopt an incremental approach: Modernise components gradually instead of pursuing risky full-scale rip-and-replace projects.
  • Promote business-IT collaboration: Enable business teams to configure services while IT ensures operational integrity.
  • Prioritise Open APIs, ODA and partner readiness: Ensure seamless integration with third-party services and ecosystem partners.
  • Measure success with relevant metrics: Track key indicators such as time-to-market, partner onboarding speed and operational efficiency.

Vendors such as Cerillion provide solutions aligned with Open Digital Architecture, API-first design and hybrid deployment that support agile evolution rather than disruption.

Legacy monolithic systems are no longer fit for the dynamic demands of today’s telecom environment. Composable BSS/OSS architecture offers a path to faster launches, empowered business teams and resilient, future-ready ecosystems.

Transformation is complex, but inaction could cost you missed revenue opportunities, slower growth and loss of competitive position. For CSPs, composable BSS/OSS is not optional; it is a strategic imperative. The responsibility of solution providers is to help operators progress, focusing on enhancement rather than constant disruption.

The First 90 Days After a Sale: The Make-or-Break Window for Your Cash Flow

For most small and medium businesses, the sale isn’t really the finish line. It’s the starting point of a delicate countdown — the first 90 days after the invoice goes out. Those three months quietly determine whether your business runs smoothly or spends the quarter scrambling to cover bills, pay suppliers, or delay projects because the money you earned hasn’t arrived yet.

It’s a window that doesn’t get talked about enough. Most teams focus on closing deals, delivering work, or delighting customers. But the period right after a sale is where your cash-flow story is written.

Why the First 90 Days Matter More Than Any Other Phase

Customers rarely pay late because of a dramatic issue. It’s almost always tiny things that snowball — the invoice got buried in someone’s inbox, a team member left, their internal approval process took longer than expected, or the client assumed someone else had handled it.

The longer an invoice waits to be seen or addressed, the more likely it is to drift into “later,” and later slowly drifts into “overdue.”

Here’s what makes the first 90 days the most critical period:

  • People are most responsive immediately after a purchase
  • Motivation to tie up loose ends fades quickly
  • Accounting cycles move slowly in many organizations
  • Internal approvals often stall without reminders
  • Early lapses become harder to correct after multiple billing cycles

If your business doesn’t have a structured follow-up rhythm built into those first three months, your chance of getting paid on time shrinks with each passing week.

Early Engagement Sets the Tone for Payment Behavior

The first few days after a sale are when your customer experience is at its highest point. They’ve just chosen you. They’re happy. They’re invested. It’s the perfect moment to reinforce expectations — including how and when payment happens.

SMBs often hesitate to emphasize payment terms too directly, but clarity isn’t rude. It’s professional. And setting clear expectations early doesn’t just help you get paid sooner; it builds trust.

Simple things make a big difference here:

  • Sending a friendly “next steps” email immediately after the sale
  • Reiterating payment terms in plain language
  • Giving customers multiple payment methods
  • Clarifying who approves invoices on their side
  • Asking for the best billing contact before the first invoice goes out

These steps don’t feel like “collections.” They feel like organized onboarding — and customers appreciate it.

What Happens When the First 30 Days Are Quiet

If there’s one period where businesses lose control of their cash flow, it’s days 1–30 after the invoice goes out. Not intentionally — they’re just busy. The team jumps into delivery, support, fulfillment, you name it. The admin part of the sale gets pushed to the background.

Meanwhile, the customer is equally distracted, and the invoice gets buried under their own pile of priorities.

This is when many invoices unintentionally slip into overdue territory, not because someone refused to pay, but because no one was paying attention.

So the pattern goes like this:

  • Week 1: “We’ll pay it soon.”
  • Week 2: “I’ll get to it tomorrow.”
  • Week 3: “What was that invoice number again?”
  • Week 4: “We’ll add it to next month’s batch.”

A simple, consistent process prevents that slide before it even starts.

The 60-Day Mark: Where Cash Flow Gets Shaky

Once an invoice hits 60 days overdue, you’re in a danger zone. Not because the customer is unreliable — but because human psychology starts working against you.

At this point:

  • They might feel embarrassed they haven’t paid
  • They’re less likely to respond quickly
  • The invoice is no longer fresh in their mind
  • Their internal cycle has rolled over
  • The “I’ll deal with it later” instinct strengthens

And for your business, everything starts tightening. Cash flow planning gets blurry. Investments get delayed. Suddenly you’re juggling instead of growing.

Why Some Invoices Drift Into “Never Paid” Territory

Here’s the uncomfortable truth most SMB owners eventually learn: the older an invoice becomes, the harder it is to recover.

After 90 days, payment probability drops sharply. After 120 days, the odds get grim. By the time you hit 180 days, it often isn’t about collections strategy anymore — it’s about damage control.

Most silent non-payers don’t set out to become non-payers. They drift into it. The communication fades, the urgency fades, and finally the relationship fades.

But all of this is preventable with the right structure in that early 90-day window.

The Power of Routine (Even If You Hate Reminders)

A consistent follow-up rhythm saves SMBs more than they realise. It reduces the emotional exhaustion of chasing payments and creates a steady, predictable pattern your customers come to expect.

The most effective rhythms usually include:

  • Automatically sending reminders before the due date
  • A check-in a few days after the invoice goes out
  • One reminder at the halfway point
  • A friendly nudge on the due date
  • A firmer message if the invoice becomes overdue
  • Clear escalation steps if it continues beyond 30 days

This is where account receivable automation software quietly becomes the behind-the-scenes hero. It’s not about being aggressive; it’s about staying consistent even when your team is swamped.

Turning the First 90 Days Into a Cash Flow Advantage

When you build structure into that crucial 90-day period, everything downstream gets easier:

  • Cash flow becomes predictable
  • Customer relationships stay healthier
  • You avoid the shame-and-silence spiral of late payments
  • You catch issues early instead of wrestling with them months later
  • You spend less time chasing and more time growing

The first 90 days aren’t just an admin phase. They’re an opportunity — the chance to turn a sale into revenue without friction or worry.

The Window You Can’t Afford to Ignore

Every business owner knows closing deals is essential. But turning deals into timely, reliable cash is what keeps the lights on and growth steady. The first 90 days after a sale are where that transformation happens — or where it falls apart.

With the right communication, consistent follow-ups, and a system that takes the pressure off your team, that window becomes less of a risk and more of a strength.

 

What Every Finance and Operations Manager Should Know About Digital Invoices and E-Invoicing

When you’re sitting in the board-room or reviewing the operations of your organisation, the term digital invoice should shift from being an “optional upgrade” to a “strategic must.” Below is a professional, clear walk-through designed for decision-makers, finance managers, operations heads, procurement leads, who are ready to bring their invoice processes into the 21st century.

What a digital invoice really means

A digital invoice is more than a PDF sent by email. It is an invoice created, sent, received, and processed in digital form. It is ideally integrated with your accounting or ERP systems, archival storage, and workflow approval. The key is that it replaces much of the manual handling of paper, and it reduces testing and sorting, and enhances visibility.

Meanwhile there is a closely-related term: electronic invoice (or e-invoice). That term refers typically to invoices with structured data, machine-readable formats (XML, EDI) that can be automated by the receiver’s system. 

In short: 

Every electronic invoice is a digital invoice, but not every digital invoice is a full e-invoice with structured automatic processing. 

Why you should care about digital invoice adoption

From the vantage of a senior manager, implementing digital invoices delivers real business value:

Cost savings in processing 

Traditional paper or manual invoices incur printing, postage, manual input, errors, and rework. Changing to digital invoice workflows can significantly reduce those costs. 

Faster cash-flow and payment cycles  

With digital invoices you can send, receive and begin processing immediately. This improves invoice turnaround, reduces late payments and improves visibility into payables/receivables. 

Improved accuracy and fewer exceptions  

When your invoice data comes in digital form, you reduce manual entry, mistakes, mismatches and disputes. That means fewer vendor queries, less time chasing issues. 

Auditability, compliance and visibility 

Invoices stored digitally can be searched, traced, and integrated with your systems. That supports audit trails and regulatory compliance more easily than paper invoices. 

Better supplier/customer relationships 

When you pay reliably, when your processing is efficient, your vendors are happier and your reputation improves. Digital invoice workflows contribute to that. 

Scalability and future-readiness  

As your business grows (volume, geographies, complexity), manual invoice processes become a bottleneck. Digital invoice systems scale more easily. 

How to approach implementation for organisations

Since you’re thinking with a strategic hat on, here are the steps and considerations:

  1. Review your current process: How many invoices/month? How many manual touches per invoice? What is the error/exception rate? Where are delays?

  2. Define your goals for digital invoice adoption: Do you want cost reduction, fewer errors, faster supplier payments, better control? Get measurable targets.

  3. Check system compatibility & data flows: The digital invoice solution must integrate with your ERP/AP system. Also check how your suppliers will submit invoices and the format required. 
  4. Decide the level of “digital-automation” you need: Are you simply going paperless (digital invoice as PDF + upload)? Or are you going full e-invoice (structured data, automated matching, real-time validation)? The decision impacts cost and benefit. 
  5. Prepare your stakeholders (vendors, team, IT): Your team will need training. Suppliers need to know how to send digital invoices. Define the workflows, approval channels, escalation paths.

  6. Pilot with a subset: Start with a manageable number of invoices/suppliers, test, refine, then scale.

  7. Track performance and refine: Measure invoice processing time, error rate, cost per invoice, supplier satisfaction. Use data to improve.

  8. Archive and compliance: Make sure your digital invoice system allows for secure storage, audit trail, retention policy, legal validity.

How the electronic invoice dimension adds value

When you move beyond digital invoice (i.e., upload of PDF) to full electronic invoice (structured, automated), you get deeper benefits:

  • Machine-readable fields, automatic matching of purchase orders, invoices, shipping receipts reduce human intervention. 
  • Real-time data for payables/receivables dashboards and better financial planning.

  • Reduced fraud risk, improved regulatory alignment (dependent on jurisdiction).
  • Higher level of integration with trading partners and business systems – less “manual hand-offs” between buyer/supplier operations.

Bottom line for your organisation

If I were advising a CFO or operations head: implementing a digital invoice framework is no longer “nice to have.” It’s fundamental. It saves time, saves money, increases capacity and cash flow of your finance department to engage in more value-add instead of paperwork. Going even deeper: by going all the way (structured data, automated workflows) you prepare to have a future in which invoice processing is, on the whole, touchless and in which your organisation is ready to scale and change regulation.

FAQs

How quickly will I see benefits after deploying digital invoice processing? 

You should expect to see improvements in processing time and cost within the first few months of a pilot. Depending on volume and team readiness, many organisations report full return on investment within 12-18 months. 

Will every supplier need to change how they send invoices if we adopt digital invoice workflows? 

Not necessarily all at once, but you’ll want a clear supplier ramp-up plan. Some suppliers may continue paper for a short transition period. For full benefit you’ll encourage them to shift to electronic formats as you scale.

Is a digital invoice the same as a paperless invoice? 

Mostly yes in terms of “no physical paper,” but not exactly. A paperless digital invoice may simply be a PDF scanned or an email attachment. A full digital invoice is integrated with your systems, and an electronic invoice (e-invoice) is even deeper, it uses structured data and automation.

 

Toast teams up with Eclective Hospitality Group

Toast the cloud-based restaurant technology platform, today announced that Eclective Hospitality Group, Ireland’s largest hospitality group, has implemented Toast across its portfolio, highlighting Toast’s growing role as a trusted partner in Ireland as the company celebrates 3 years in market.

This new collaboration sees Toast’s technology platform deployed across 25 Eclective venues, including iconic brands like Angelina’s, Elephant and Castle and Wowburger.

Toast’s technology seamlessly connects every aspect of Irish hospitality businesses, from kitchen to customer. Eclective will utilise Toast technology to strengthen operational flexibility, provide greater ease of use and responsiveness, improve staff efficiency, and enhance the overall guest experience.

“As Ireland’s largest hospitality group employing 850 people across 27 venues, we need a technology partner that can scale with our ambitions while understanding the unique demands of running a restaurant in Ireland,” said Dave Mongan, COO at Eclective. “Toast eliminates the complexity of managing multiple systems across our portfolio. Toast gives us the tools that power service and allows us to focus on what matters most – creating exceptional experiences for our guests. This partnership positions us perfectly for our next phase of growth.”

“Delivering a great guest experience requires a restaurant to have exceptional tools and technology,” added Daniel Hanigan, Executive Chef at Angelina’s. “By leveraging technology like Toast’s Kitchen Display Systems to improve efficiency in the kitchen, our team will have more time to focus on creating exceptional food experiences.”

“Partnering with an ambitious, forward-looking organisation like Eclective represents a defining moment in Toast’s journey here in Ireland,” Ana Munoz, GM of International at Toast said.

“Working with a group of this scale and caliber is a testament to the depth and presence we’ve built in the local hospitality community over the past three years. We know that Irish restaurants want both great technology and a provider who truly understands them, and we’re the ideal choice for growing restaurant groups here and across our other international markets.”

Toast is the restaurant technology partner of choice for many of Ireland’s leading hospitality businesses, including Bewley’s, Kicky’s and OAKBERRY.

Toast’s presence in Ireland includes Customer Support, Research and Development, and Sales and Marketing teams in Ireland, and is recognised as a Certified Great Place to Work in Ireland.

Toast supports many Irish communities through Toast.org, the company’s philanthropic arm. Some of Toast.org’s programmes in Ireland over the last 3 years include a €50,000 donation to Airfield Estate for a new community garden that supports local food education. Toast.org’s continued community investment reflects Toast’s on-going commitment to supporting communities that make Irish hospitality thrive.

Viatel Technology Group has secured three significant Cisco specialisations

Viatel Technology Group, Ireland’s leading SD-WAN provider, has secured three significant Cisco specialisations, solidifying its commitment to end-to-end customer value, systems integration, and environmental sustainability.

The achievement, a ‘hat-trick’ of Cisco Customer Experience Specialisation, Cisco Select Integrator, and Cisco Environmental Sustainability Specialisation, reinforces Viatel’s standing as a strategic partner driving digital transformation for Irish enterprises.

Eilish O’Connor, Chief Technology Officer (CTO) at Viatel Technology Group, commented on the achievement:

“Securing these three Cisco specialisations is a powerful validation of our team’s deep expertise and our relentless pursuit of excellence and innovation. For our customers, it means they are partnering with a provider that not only understands complex Cisco technology but is also deeply invested in their success at every stage, from initial strategy to long-term sustainable operation.”

This strategic milestone builds on Viatel’s established reputation as Ireland’s   number one SD-WAN provider, managing over 300 networks and nearly 1,000 configured devices across the country.

Sheila Greaney, Partner Account Manager at Cisco, congratulated the Viatel team:

“Viatel, as an indigenous Irish company, truly embodies the spirit of trust and collaboration that defines our partnership. Together, we have built a strong, enduring relationship grounded in shared values and mutual success.”

Damien McCann, Chief Commercial Officer (CCO) at Viatel, added:

“Customer success drives everything we do. We’ve invested heavily in our capabilities, and that appetite for excellence has enabled us to maintain our position as Cisco’s number one SD-WAN partner. These achievements reinforce our ability to deliver real results for our customers and push the boundaries of what’s possible in technology and service delivery.

“These specialisations open up new opportunities for Viatel to deepen our partnerships, deliver even greater value, and help our customers unlock the full potential of their technology investments at every stage of their journey.”.

Turning Compliance Into Opportunity: How Small Firms Can Benefit

Compliance to many a small business is viewed as a burden – a box to be ticked or as an outlay. The requirements may be overwhelming, especially in regulatory frameworks to sustainability reporting. 

However, in a strategic manner, compliance may not only be a fulfilment of legal requirements. It has the ability to open up new markets, reach out to the customers, and cement collaborations. Compliance can become a formidable growth and innovation engine in the case of small firms..

Rethinking Compliance as a Value-Add

Small business  is typically associated with cost and complexity by small businesses. Nevertheless, those organizations that develop a different mindset tend to find that compliance results in credibility. Customers, investors and partners are becoming very demanding of transparent and trustworthy businesses. Compliance does not only minimize risk but also makes a firm reliable and forward-thinking.

Competitive Advantage Through Transparency

 Transparency is being sold in a global market. Numerous massive companies today require sustainability and ethical sourcing reports of their suppliers. In the case of small companies, it is an opportunity to distinguish oneself. 

Adherence to the standards of compliance indicates a willingness to engage in the global supply chains.

 As an illustration, the compliances with sustainability standards like Scope 3 from EcoVadis can assist small businesses to demonstrate their desire to be environmentally responsible and attract bigger companies.

Driving Operational Efficiency

Compliance procedures usually have the effect of steering companies to assess and optimize their internal infrastructure. 

This may result in better efficiency. To illustrate, data protection practices not only help to be in compliance with the regulations but will also enhance customer confidence and decrease expensive breaches. 

Equally, environmental compliance can attract small companies to be energy efficient that will reduce expenditure in the long run.

Building Stronger Customer Relationships

Customers are now concerned about ethical practices and sustainability. The compliance requirements allow small business to communicate the sense to the customers that they are determined to do the right thing. This generates loyalty and trust and development of long lasting relationships.

 A business that shows concern about the social, environmental, and governance standards is likely to attract customers.

Attracting Partnerships and Funding

Investors and partners will be happy to do business with companies where the risk is minimized. Compliance will provide the guarantee that a small company is responsible. 

This credibility is potentially a gateway to new alliances, cooperation, and even a way to get access to the sources of funds that might have been inaccessible without it. 

In the case of small companies that have to compete with large corporations, this will level the ground.

Future-Proofing the Business

 Legislation is in a continuous state of development, and it is best to keep up with the current changes to make sure that the small companies are ready to face any new developments in the market. 

By being proactive in compliance, they are able to adjust fast and not to get derailed. Businesses that make compliance a part of their strategy can take the changes to innovate and flourish instead of responding to the pressure of new legislations.

Conclusion

Compliance does not necessarily have to be a burden to a small firm. Companies that accept it as a strategic opportunity are able to enhance their reputation, efficiency, and generate new growth opportunities. 

Compliance can be a driver of long-term success whether it be transparency in supply chains, earning the trust of the customer, or drawing partnerships. 

Small businesses who perceive compliance beyond a mandate will not only survive in a competitive world but they will flourish.

30% of office workers have tried to gain unauthorised access to a colleague’s device

IT.ie, a leading Irish IT managed services company, today announces new survey results which reveal the prevalence of insider-threats within Irish businesses with 30% of office workers admitting that they have tried to gain access to a colleague’s device without their permission in the last 12 months.

The research also found that 35% of employees have actively sought out private information about a colleague, client, or customer such as their age, salary, CV or home address, from a work computer system.

The research of 1,000 office workers based in Ireland was carried out by Censuswide on behalf of IT.ie and SonicWall, a global leader in cybersecurity innovation. It forms part of IT.ie and SonicWall’s ‘Cyberpulse Ireland 2025’ report, which explores the cyberthreat landscape in Ireland, according to the sentiment and behaviours of employees.

Alongside the above high-risk behaviours, the survey also showed that a cohort of office workers may see themselves as internet sleuths, possibly influenced by viral online videos featuring content creators who try to outsmart online scammers. Almost two-in-five (38%) have engaged with a scammer – intentionally or unintentionally at work in the last 12 months, while one in four have sent an angry response to someone who they presumed to be a scammer. Furthermore, 17% say they have either duped, or attempted to dupe, an online scammer.

Concerningly, 17% have engaged with a scammer to try to convince them not to target the business – an approach that still carries significant risk.

Eamon Gallagher, Founder and Managing Director, IT.ie, said: “The report highlights some troubling behaviours among office workers that has the potential to expose businesses to considerable risk. While some employees, particularly from the younger cohort, attempt to challenge, outsmart, or reason with scammers, cybercriminals will often capitalise on their efforts, using manipulation tactics that leave the organisation more vulnerable to compromise.

“This behaviour is similar to that of those who attempt to gain access to their colleague’s device or are seeking out their personal information. While their actions may not always stem from malicious intent, it does represent a breakdown in boundaries and data responsibility.

“While these findings may raise concerns, they ultimately represent a valuable opportunity for businesses. By investing in employee training and onboarding, strengthening internal policies, implementing more robust access controls, and creating better cybersecurity awareness, organisations can address these vulnerabilities head-on. At the end of the day, a company’s cybersecurity is only as strong as its least prepared employee.”

Stuart Taylor, Senior Director of Regional Sales for Northern Europe, SonicWall said: “These findings are a stark reminder that the greatest risks often come from within the organisation, not intentionally, but through curiosity, complacency, or even misplaced confidence.

“Every click and every login matters. That’s why businesses need layered security that combines zero-trust principles, strong access controls, and continuous user education. Technology alone isn’t enough; it has to work hand-in-hand with clear policies and a culture of accountability. When employees understand the ‘why’ behind security and organisations enforce the ‘how’ through smart solutions, you close the gaps that attackers are so quick to exploit.”

What is Customer Service? A Complete Guide

Customer service is the information and support supplied by a company to its consumers before, during, and after a purchase or use of a product or service. Customer service, one of the elements that says something about the customer experience, and suddenly, when we talk about satisfaction, loyalty, and corporate reputation.

Why is customer service important?

Customer service affects a business from the inside out, not to mention long-term success. Here’s why it’s important:

  • Drives customer loyalty: A positive experience makes customers more likely to return.
  • Enhances brand image: Consistently good service builds a trustworthy and professional brand.
  • Increases customer lifetime value: Happy customers tend to spend more over time.
  • Boosts word-of-mouth marketing: Satisfied customers recommend brands to friends and family.
  • Reduces customer churn: Exceptional service can retain customers even after product issues.

Best practices to provide excellent customer service

1. Personalized customer interactions

Customizing your contact with individual customers puts a personal touch. Greet them with their name, remember their past buys, and recommend solutions according to their needs.

  • Use CRM tools: Customer Relationship Management (CRM) tools make it easier to track the history of purchases and interactions, allowing for more personalized service.

 

  • Segment your customers: Segment similar customers for specific campaigns and services.
  • Be proactive: Don’t wait for customers to find you. Call out with personalized offers, reminders, or useful content.
  • Leverage social media: Interact with your audience on social media platforms such as Instagram, Facebook, and X (formerly Twitter). Answer promptly, thank complimenting commenters, and assist when problems occur.

Listening to the voice of the customer during interactions can uncover hidden needs and drive stronger engagement.

2. Empower your employees

Empowered workers are more assured and can deal with problems more effectively.

  • Grant decision-making authority: Let employees resolve returns, opt-ins, or payments without the need for management approval.
  • Provide continuous training: Regular Employee Workshops & Seminars on Product Knowledge, Interpersonal and Conflict Resolution are crucial.
  • Recognize top performers: Reward and recognize excellent performance.
  • Foster ownership: Equip employees with the right tools, like customer experience management software, to take initiative and responsibility.

3. Consistent communication

Open and prompt communication creates trust and minimizes frustration.

  • Use omnichannel support: Be present on phone, email, chat, and social media.
  • Keep customers informed: Periodic updates on order status, policy updates, or service downtime are a must.
  • Implement feedback loops: Ask for feedback in the form of surveys and follow-up emails, and demonstrate that their voice is being heard by acting upon it.
  • Develop loyalty programs: Treat repeat customers with special offers, benefits, or precedence when a new product or service is launched.

4. Proactive problem solving

Solving problems before they occur shows customers that you care about their time and convenience.

  • Anticipate common issues: Identify and address recurring pain points.
  • Use predictive analytics: Analyze customer behavior to forecast future needs.
  • Implement a service recovery plan: Train teams to act quickly and professionally when things go wrong.
  • Monitor sentiment: Use tools to track customer sentiment and flag potential dissatisfaction.

5. Quality assurance

Quality control ensures customers consistently receive the level of service and product standards they expect.

  • Regular service audits: Review customer interactions for compliance and improvement.
  • Set clear service standards: Outline measurable performance expectations in a customer service charter.
  • Gather satisfaction feedback: Conduct routine surveys to uncover insights into quality perceptions.
  • Act on data: Use collected data to make informed decisions about improvements.

6. Streamlined processes

Simplicity and efficiency enhance customer satisfaction.

  • Minimize friction: Remove unnecessary steps in customer journeys, from shopping to support.
  • Offer self-service options: Online FAQs, help centers, and how-to videos empower customers.
  • Automate where appropriate: Tools like chatbots and auto-responses can handle routine queries.
  • Continuously optimize: Collect data on customer journeys to identify bottlenecks and improve flow.

Essential customer service metrics to track

Tracking performance metrics helps evaluate your customer service strategy and identify improvement areas.

1. Customer Satisfaction Score (CSAT)

  • What it is: Measures how satisfied customers are with a specific interaction.
  • How it works: Usually, a post-interaction survey asks, “How satisfied were you with your experience?” on a scale of 1–5 or 1–10.
  • Why it matters: It gives immediate feedback to help improve specific customer touchpoints.

2. Net Promoter Score® (NPS)

  • What it is: Measures customer loyalty and the likelihood of referrals.
  • How it works: Asks customers how likely they are to recommend the company on a scale of 0–10.
    • Promoters (9–10): Loyal, enthusiastic customers.
    • Passives (7–8): Satisfied but unenthusiastic.
    • Detractors (0–6): Unhappy customers are likely to damage your brand.
  • Why it matters: A high NPS indicates a loyal customer base likely to promote your business.

3. First Response Time (FRT)

  • What it is: The time between a customer reaching out and receiving the first reply.
  • Why it matters: Faster response times improve customer satisfaction and show attentiveness.

4. Resolution time

  • What It Is: The average time taken to fully resolve a customer issue.
  • Why It Matters: Shorter resolution times indicate efficient service and reduce customer frustration.

5. First Contact Resolution (FCR)

  • What it is: The percentage of issues resolved in the first interaction.
  • Why it matters: High FCR rates show that your team is effective and reduces the need for follow-ups.

6. Customer churn rate

  • What it is: The percentage of customers who stop doing business with you over a period.
  • Why it matters: High churn indicates service or product dissatisfaction and may point to a need for improvements.

Final thoughts

Customer service is not a customer-facing support function anymore – it is a catalyst in growth & togetherness that predetermines brand-line differentiators in a competitive market space.

Personalize the experience, enable employees, communicate consistently & proactively solve problems — businesses can make the world better in terms of service delivery.

Systems of the mind: With performance results in CSAT/NPS & resolution times, you start seeing what works and what does not work. Customer service is more than just the cost of fixing things;  it is having a great experience that motivates your client to return.

While businesses that possess the know-how and execute these best practices have a better chance of achieving long-term success with a strong relationship with the customers, along with an outstanding reputation.