NHBC case study

Industry: Insurance 

Solution: Business mobiles

Location: Milton Keynes 

Click here to view the video testimonial. 

Our customer

NHBC is the UK’s leading independent provider of warranty and insurance for new-build homes. With around 1,300 employees—including surveyors, inspectors and technical teams operating nationwide. NHBC relies on strong mobile connectivity to keep people connected, productive and responsive across the business.

Background

As the business grew, NHBC faced increasing challenges with their existing mobile setup. Poor signal coverage left many team members unable to make or receive calls. To try and resolve this, a second contract was opened with another network – adding complexity, admin, and multiple bills to manage.

Onboarding was also becoming a problem. Delays in issuing new SIMs disrupted productivity, while support from their supplier was slow and impersonal. The business had little control over usage or costs and no central system for managing their growing mobile estate.

With their contract due for renewal, NHBC went to tender in search of a provider that could deliver better coverage, simpler management and a more responsive level of service.

Challenge

NHBC’s mobile estate had become fragmented and inefficient. Staff were using multiple networks under separate contracts just to maintain coverage. Admin time was high, bills were hard to track, and the business had no real-time visibility of usage or spend.

Support was limited and often slow to respond. Despite needing flexibility to meet the needs of a growing team, the provider was unresponsive and unable to deliver SIMs quickly when required—causing disruption across departments.

The business needed a partner who could consolidate services, improve coverage, reduce admin and provide support that matched their pace.

Solution

dbfb carried out a full review of NHBC’s mobile estate and designed a tailored multi-network solution. We supplied 880 voice-only SIMs and 550 data-only SIMs, distributed across the four major UK networks to ensure reliable coverage across all sites and regions.

All services were brought under a single contract, with one bill and one point of contact. Our secure online billing platform now gives NHBC real-time visibility of usage, spend, high-data users and cost centre allocation. Alerts and reports help the team manage budgets and avoid surprises.

We also provided a mix of mobile tariffs tailored to employee roles, reducing waste and ensuring staff get the level of service they need. With our dedicated helpdesk team on hand, issues are resolved quickly, easing pressure on NHBC’s internal IT support.

Key benefits

• 60% cost savings compared to previous provider

• Over 1,400 devices managed under one contract

• Multi-network coverage for improved reliability

• One bill, one support team, one online portal

• Real-time monitoring and monthly usage reviews

• Tailored tariffs to suit different user needs

• Fast, responsive support from dbfb’s helpdesk

• Simpler onboarding and reduced internal admin

Results

NHBC now benefits from stronger connectivity, clearer visibility and far less admin. Teams have reliable mobile coverage across the UK, without the need for workarounds like Wi-Fi calling or juggling multiple suppliers.

“I can’t fault the service dbfb provides. Our calls are always answered, emails always replied to and issues always resolved quickly. Working with such a great customer service team is a breath of fresh air, saves us as a business time, and results in a much happier experience!”

Vicky Page, Senior IT Service Support and Projects – NHBC

 

All 1,400+ devices are now managed through one platform, with monthly reviews to ensure usage stays aligned to the needs of the business. SIM provisioning is faster, new users can be onboarded without delay, and high-data users can be monitored in real time.

The move to dbfb has also delivered major cost savings, with around 60% saved compared to their previous setup. Internal processes have been streamlined, and the IT team can focus on more strategic priorities rather than chasing service issues.