The Year in Focus: Partner Updates for 2020

What a year it’s been! 2020 has been very unexpected and with the new year on the horizon, we’re crossing our fingers that 2021 will bring some normality with it. Before we all head off to indulge in the Christmas festivities, we wanted to give you our yearly wrap-up and some company updates. We’ll be filling you in on what we’ve accomplished this year, introducing the newest members of the Partner team and giving you a sneak peek at what we’re working on.

Working during the pandemic

None of us expected 2020 to go the way it’s gone! A global pandemic, killer hornets and strange monoliths have all become the norm for us this year. Like thousands of other organisations, our team quickly moved out of the office and into our homes in late March. Already having systems like Microsoft Teams and 3CX in place was very helpful for us to stay connected to each other and our partners and customers.

We’ve worked hard during the pandemic to make sure our partners can order and provision as normal while they – and us – have been working from home. Our products are designed to work remotely and on the go so we’ve been setting up existing and new customers with our 3CX, Wave and Teams Direct Routing solutions.

New products

We made a commitment to releasing new products, features and updates throughout the year. In January, we launched the first iteration of our brand-new hosted VoIP solution, Wave. Designed as an easy to order and provision product with great features, we built Wave on our own platform, and to use the full power and flexibility of Amazon Web Services (AWS). We have a lot planned for the future of Wave, particularly for our partners. Watch this space!

In conjunction with Wave, we’ve also been building a new Partner Portal this year, focused on easy ordering and provisioning as well as support – all in one place.

A Titanium Year

3CX is a product perfectly suited to businesses implementing hybrid and remote working, so it’s no surprise that it has gained significant popularity this year. This popularity was also reflected in our appointment as one of only four UK based 3CX Titanium Partners.

We’ve been helping a large number of partners add 3CX to their product portfolio, with great results for all concerned.

3CX Titanium Partners


Before we began playing pub quizzes over video calls every week, we were lucky enough to fit in some partner events and webinars earlier in the year.

In March, the Gradwell Partner team headed to London for our Direct Routing & Disruption in Telecoms event. We were joined by industry experts and speakers, including Dom Black, Head of Research at Cavell Group, Nicolàs Charritton, Product Marketing Manager at Microsoft and Craig Gordon, Head of Vuzion.

The event discussed the rise in cloud technology, Teams and Business Voice updates and the effect Direct Routing will have on the industry. We have significant plans to host similar events (virtual or in person) throughout 2021, and our partners will always get priority.

Additions to the Partner Team

In January, Brad Walsh and Max Wilson joined the team as Partner Account Managers. They’ve been working hard this year to help partners grow and have been equipping partners with knowledge that will help them deliver services to customers.

Most recently, I’ve (Justin Powell) come on board as Head of Channel Development. I’ve joined Gradwell from NFON where I was Sales Director. I have over 20 years experience of working in the channel for the likes of Poly and Nimans. I’ve been working closely on plans to re-launch our channel programme alongside our Marketing team. I’ll also be focused on improvements to our products, collateral and training to help make our partners’ lives easier! I’m really excited to be a part of the team.

Having been with Gradwell for almost 15 years, Jamie Ashby was deservedly promoted this year to Channel Partner Team Leader. He’ll be working alongside me on improving our channel programme and supporting our partners. Check out our full partner team below.

Partner Team

A quick note on customer identities

We’d like to remind you that as a partner, it’s your legal responsibility to verify the identity of your customers. We urge you to do proper ID verification checks on your customers when they sign up with you. Want to know more about how you can stop fraud? Check out our detailed guide here.

What has 2021 got in store?

Well, we’re all hoping that 2021 will be the year that we beat COVID. Or at least return to some level of normality. But within Gradwell, we have some exciting plans to share with you:

A new partner programme: Alliance

We’re relaunching our partner programme. For too long, we’ve known that there’s more we can do to help our partners succeed. We’re now working hard to change that, and the first step is revealing its new name: Alliance.

Our Alliance Programme will initially focus on several key areas:

Easier to do business with

We want ordering, provisioning and supporting new customers through Gradwell to be easy. That’s why we’re putting in a range of measures to make all products, services and teams easier to understand and work with to help you grow.

Better training and learning

We’re working on ways to build structured training around our products and how to sell them, from technical information and support to sales advice, battlecards and competitor insight.

New products

We will be introducing new products to complement our existing portfolio and help partners to win in contact centres and where PCI is a requirement.

Better pricing

Broadband pricing will be improved. It has taken us too long to react to market changes, but we now have much sharper commercials for broadband. Speak to your account manager to find out more.

More communication and updates

We want to communicate more frequently with all of our partners on our product updates and industry intelligence. We’re working on building a bank of relevant partner content, including upcoming webinars to discuss industry developments with special guests.

More marketing support

As well as better methods to store some of our existing content, we’re creating a new suite of redesigned marketing collateral for our partners to use – both to understand our products internally and whitelabled for use with your end customers.

A big thank you

Finally, we want to say a big thank you for all your hard work this year. 2020 has been challenging for all of us and we’ve all earned some much-needed time off this holiday season. We hope to continue working with you and growing with you in 2021.

Last but not least, we’d like to wish you a very Merry Christmas and a Happy New Year!

Merry Christmas!

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