Built on trust, insight and innovation

One Connectivity has been a trusted plan.com partner for more than a decade and was one of the first to come on board. Today, they support over 1,000 customers with a suite of telecoms solutions that includes business mobile. We spoke to their Director, Julia Butts, who shared how our partnership has evolved over the years – and the benefits it’s had on their growth and customer experience.

Rising complexity, rising expectations

The shift from a simple mobile marketplace to a complex mobility ecosystem created pressure on resellers. Buyers needed visibility, control and ongoing optimisation. Without strong systems and proactive management, churn soared.

Julia recalls: “Fifteen years ago, losing 4–5% of your base was normal. Now, if we lose 5%, we’re sad – expectations have changed completely.”

They needed a partner and a platform that allowed them to evolve with:

• Real-time visibility into usage and overspend

• Operational support to manage the increasing complexity

• Faster escalation pathways

• Tools that enabled them to deliver far more than a tariff and a SIM card

Technology and service that scales

By combining my.plan’s live usage reporting with plan.com’s concierge service with their own hands-on operations team, One Connectivity was able to proactively manage customers’ mobile estates end-to-end. Julia explains, “Live reporting is a major my.plan feature – it lets us step in instantly and stop overspend.” With 90% of customer tasks handled internally using my.plan and supported by fast, responsive sales and finance teams, the partnership enabled them to deliver a level of service competitors couldn’t match.

A partnership that powers performance and drives loyalty

• Dramatically reduced churn: Long-term retention improved through proactive estate management.

• 15–20% cost reductions for customers: Enabled by my.plan’s live usage reporting and early interventions.

• Higher service standards: Concierge support elevated partner and customer care.

Julia sums it up best, “There isn’t anybody else in the marketplace who can do what we do – because we do it with plan.com.”