--- title: From One-Country Hosted Voice to International Cloud Comms — How Voipro Cut Support Costs 87% and Scaled Across Three Continents with Grant & Graham description: "Interim CEO case study: Grant & Graham scaled Voipro from a Dutch hosted voice provider to a four-country cloud comms business, cutting support costs 87%." image: https://www.grant-graham.co.uk/hubfs/voipro_brand.jpg --- # From One-Country Hosted Voice to International Cloud Comms — How Voipro Cut Support Costs 87% and Scaled Across Three Continents with Grant & Graham ![voipro_brand](https://www.grant-graham.co.uk/hs-fs/hubfs/voipro_brand.jpg?width=1200&height=1200&name=voipro_brand.jpg) Industry Telecommunications Challenge A Netherlands-based hosted voice provider with a strong product, a single-country revenue base, and a 15-FTE support function built for a hardware-era model. Voipro's board needed a senior operator who could simultaneously cut cost, drive growth and lead international expansion — without the 6–9 month lead time of a permanent CEO search. Results Customer support reduced from 15 FTE to 2 FTE — an 87% cost reduction with service standards maintained. EMEA revenue up 25%, five new strategic partnerships signed, and Voipro US Inc. successfully launched in San Diego, delivering +20% market share and +15% customer satisfaction. Three new countries entered (UK, Belgium, USA) — without a permanent international leadership hire. Key Product Interim Services, Growth as a Service, New Business Development, International [ www.voipro.com ](https://www.voipro.com/) 87% Support Cost Reduction 25% EMEA Revenue Growth 3 New Markets Entered $2M Cost Savings ## "We brought Andrew in to drive growth and reset the operating model. Within months we had cut support costs 87%, opened the UK, Belgium and US markets, and added five new strategic partnerships. The business that emerged was unrecognisable from the one he inherited." — Voipro Supervisory Board ![voipro_results_vertical](https://www.grant-graham.co.uk/hs-fs/hubfs/voipro_results_vertical.jpg?width=800&height=1200&name=voipro_results_vertical.jpg) ## About your Customer Voipro International BV is a Netherlands-based cloud communications business, founded in 2006 as the manufacturer of a global business-grade communications platform. Headquartered in the Randstad, with operations across the UK, Belgium and the United States, Voipro provides hosted voice, unified communications and cloud telephony services to business customers — supporting them to communicate and collaborate from the office, from home, or on the move. The business was founded on a clear thesis: that traditional on-premise PBX hardware would be displaced by hosted, software-defined cloud telephony — and that the European mid-market would adopt it ahead of the largest enterprises. ## The Challenge By late 2013, Voipro had a strong product, a loyal Dutch customer base, and an ambition to expand internationally. What it didn't have was the operating model to support that ambition. Customer support was running at 15 FTE — a structure designed for a high-touch, hardware-era product, not a software-led cloud platform. Almost all of the revenue was Netherlands-domiciled, even though the UK, Belgium and the US were live opportunities. The board needed a senior operator who could simultaneously cut cost, drive growth and build the international footprint — without the 6–9 month lead time of a permanent CEO search. On 8 November 2013, Voipro's board appointed Andrew Collins of Grant & Graham as Interim CEO of Voipro International BV — a remit that subsequently extended to Interim CEO & CCO of Voipro US Inc. when the US market entry launched in San Diego in May 2015. ## The Solution Grant & Graham deployed under a single mandate: scale Voipro internationally while resetting the operating model that supported it. The work ran across four parallel workstreams. Support function transformation. The 15-FTE customer support model was redesigned end-to-end. Self-service support — a structured knowledge base, customer-facing diagnostic tooling, and tier-zero deflection — was introduced to absorb the high-volume, low-complexity ticket flow. In parallel, the product itself was hardened, eliminating recurring ticket categories at source rather than throwing more agents at them. The result: a 2-FTE support team handling materially the same customer base, with service standards maintained. EMEA expansion. With cost out, attention turned to top-line. The EMEA commercial function was restructured, direct presence was established in the UK and Belgium, and the partner programme was rebuilt — driving regional revenue up 25% and signing five new strategic partnerships inside the engagement window. US market entry. In May 2015, Voipro US Inc. was incorporated in San Diego County, California, with Andrew appointed CEO & CCO of the US entity. Voipro USA was positioned as a specialist cloud telecommunications provider serving the North American mid-market — a disciplined US start without the multi-million-dollar burn typical of European-led US expansion. Global brand visibility. Voipro presented at Mobile World Congress Shanghai (MWCS15), placing the business on a global cloud-comms stage and opening Asian channel conversations. "The 15-to-2 support reduction was never about cutting people. It was about fixing the product, automating the basics, and letting a small team handle the work that actually needed humans. Get that right and the cost takes care of itself." — Andrew Collins, CEO & Founder, Grant & Graham   > From 15 FTE to 2 FTE. From one country to four. From a Dutch hosted voice specialist to an international cloud communications business — all inside the same engagement window. ## The Results Across the engagement period — November 2013 to August 2017, spanning the EMEA and US entities — Voipro was transformed from a single-country hosted voice provider into a multi-country cloud communications business. Customer support cost was reduced 87%, from 15 FTE to 2 FTE, with service standards held. EMEA regional revenue grew 25% under fractional senior leadership, and five new strategic partnerships were established across the channel. Voipro US Inc. went live in San Diego with +20% market share and +15% customer satisfaction over the first 18 months. The international team expanded across four countries — Netherlands, UK, Belgium and the USA — and the business was handed back to permanent leadership in a materially stronger position than the one inherited. For Voipro — strong product, single-country revenue base, ambitious international thesis — the interim CEO model unlocked three years of value that a permanent CEO search could not have delivered in the same window. ## Ready to get started? [![

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