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Support Case Study

The Client

Established in 2017, IPEX was founded by Paul Sherlock, Adam Wilson and Daniel Cheesbrough who came together from some of the UK’s biggest names in telecoms, including EE and BT.

IPEX’s mission is to put usefulness and customer-centric service back into the telecoms experience and bring its customers the fastest, most efficient solutions, at the cutting edge of communications technology. 

The Challenge

IPEX’s previous billing platform was hindering the performance of the team due to a complex user interface and system limitations that dictated at what stage of the month certain tasks could be performed.

“It wasn’t very user friendly. The monthly billing was complicated and could only start working on it in a certain period. There were also basic processes missed which cost us money.” Mia Harris, Billing Administrator

I was offered loads of support during the migration process and then afterwards running up until the next bill run.

The Deployment

Tekton promises to migrate a reseller’s entire customer base in a maximum of 8 weeks. IPEX’s migration was performed with no setbacks, allowing IPEX to bill its first ZOEY-based invoice run with no delay and assured accuracy.

Mia and her team were guided through the entire process, with a single contact number to dedicated customer support who solved any migration queries promptly.

Especially at bill run time I have support even late into the evening which has been incredible.

The Results

Now, IPEX has a streamlined billing process that ensures they get invoices out to customers on time and most importantly, with the utmost accuracy thanks to hourly CDR imports. And even when Mia has a query, she knows she has the assistance she needs at the end of the line.

More so, the ease of use and self-serve functionality is enabling IPEX to provide a higher level of customer service to its user base.

“We have had really positive feedback about how easy it is to understand and use. The team at Tekton, and ZOEY, have far surpassed my expectations and I would not hesitate in recommending them.” Mia Harris


For more Tekton Billing reviews and testimonials, visit our Case Studies.