The first thing to say is: without The Layer, we’d be lost. It’s the lifeblood of our operation.

The Layer presented a really compelling opportunity for us to bring everything—our CRM, assets, and tools—under one roof. It gave us a true single pane of glass.

But more importantly, it helped us address a critical need: our order-to-cash cycle. That’s where we really needed support. Looking at what The Layer could offer us back then—especially compared to the bespoke headaches we faced with Salesforce—it made the decision very easy.

Our support team relies on The Layer every day. From the moment a ticket is assigned through to resolution, everything happens in one place. If there are any issues with payments, quotes, or orders, they can instantly access the case and see what’s going on. It’s quick and intuitive to navigate.

We started from humble beginnings, with 97% of our revenue coming from mobile. We needed a system we could grow with—both in terms of scaling operations and expanding our service offering. As we moved into UC, connectivity, telephony, and IT services, The Layer supported that evolution.

It strikes a rare balance: simplicity on the surface, but with powerful tools behind the scenes. Everything—assets, applications, cases—is surfaced through one clean dashboard.

Honestly, I’d say we’ve saved around four days across the entire process thanks to the semi-automation The Layer brings.

It also helps us communicate better—both with suppliers and with customers. Because everything is case-based, we can instantly identify what kind of case we’re dealing with, when the customer last got in touch, and what the next step is.

From a reporting standpoint, it’s incredibly powerful. If an account manager asks me for the last six months of case data, I can quickly pull reports showing the number of cases raised, who raised them, and even trends in the types of issues. That helps us spot potential problems early and feed them into our account reviews.

In terms of managing the team, it’s made a real impact. We can monitor whether cases are being picked up on time, and where we’re hitting or missing SLAs. The reporting helps us identify where we’re excelling and where there’s room to improve.

The Layer has brought structure to the business. So many organisations lose efficiency by not capturing or validating data properly. I’m smiling because we’ve all been there. But The Layer’s architecture and workflows have brought discipline across every department—from credit control and billing to support and customer experience.

Our growth has been built on that journey: using a system everyone trusts, one that delivers internal efficiency and allows us to shift more resource into high-value activity.

And beyond the software itself, the people behind The Layer are what make it special. They’re proactive, helpful, and always willing to understand our challenges. That relationship matters—and it’s played a huge role in our success.

I’ve used a lot of CRM systems over the last 25 years, and I’d recommend The Layer above all of them.

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