Everyone managing a business knows that finding customers is only the start of running a successful operation. Keeping them with you long term takes a particular set of qualities in a world of continuous change, and nowhere more so than in the technology sector.
Tech experts ITPS have an enviable reputation for client retention, with the vast majority of clients signing up for between five and 10 year rolling contracts. Managing director Garry Sheriff explains more about the simple factors behind its successful track record.
“There is no secret formula, it’s really very simple,” he said.
“We focus on building honest relationships that stand the test of time, delivering great service through a highly skilled and motivated team, and continuously investing in our communications infrastructure, facilities and services. We are preoccupied with delivering good service, it’s our number one aim. Clients regularly tell us, unprompted, that our service level goes above and beyond. To us, that should be the norm. Why would you stay with a partner who provided anything less? Sadly, it’s usually when the chips are down you find out whether you’ve made the wrong choice of business partner.”
One example of the company’s approach to service is a recent disaster on a client’s main site, rendering its entire UK operation unable to function. Activating the disaster recovery programme resulted in 50 of its staff immediately relocating to ITPS’s workspace recovery centre and thanks to a plan which included offsite systems and data replication, it was business as usual within hours.
“This was a major incident for the company, which saw many of our engineers and support staff working 18-hour shifts to help get the client up and running again with minimum disruption. That level of effort is massively appreciated by our clients, but it’s not unusual by any means,” added Garry.
“Delivering great service depends on having the right team in place, nurturing their talent and making sure that everyone understands the part they play in delivering what should be a clear and meaningful vision.
Customer service should not be a department, it’s a responsibility we all share. Every member of our 130-strong team is an ambassador for ITPS.
People who deliver great customer service tend to have common attributes. They know their clients, they respond quickly, and they go the extra mile time and time again. I honestly believe that recruiting people for their attitude and enthusiasm is just as important as their skills, experience and aptitude.”
ITPS recently signed up to the region’s first Armed Forces covenant mass signing, organised by Ammar Mirza CBE, entrepreneur and business consultant. It’s part of a mission to help connect businesses with skilled personnel leaving the services, as well as matching work ready’ cadets to apprenticeship opportunities.
Around 14,000 skilled, experienced individuals leave the Forces every year, offering a pool of talent to employers looking for highly motivated, committed and capable staff. “We have several ex-forces people in our team and they definitely add value to our business. They tend to be disciplined and selfmotivated, good team players and used to working in complex and pressurised environments,” said Garry.
“We have long recognised the value apprenticeships bring to the business, having set up our own in-house scheme in 2000 and our Armed Forces pledge gives us wider access to more young talent we can nurture and set on the path to a good career.”
Another key factor in the company’s ability to build long term relationships is continuous investment in systems and infrastructure.
“We invest so clients don’t need to,” he explains.
“For instance over the last two years we have invested around £1.6m in our core communications infrastructure, which in rigorous external audits has been shown to actually exceed the requirements of bodies such as NHS Digital and other regulatory frameworks. It’s a big confidence factor in the winning of multi-million pound contracts such as the Health and Social Care Network to connect over 600 UK sites, which we recently announced. Our investment gives clients access to a high performance communications backbone for their organisation, whatever the future throws at them and without needing to make a big capital investment.
Success depends on being able to put yourself in the customer’s shoes, in all types of scenario, and think about what would make their lives easier. What problems can you solve for them.
Working on a one size fits all’ approach might win you customers in the short term, but will not lead to long-standing relationships or help to grow your business.
“I’m confident that every single member of our team works hard to make sure delivering great service continues to underpin our good reputation. And I don’t see that ever changing.”
www.itps.co.uk