Resource type: Case study
Focus Technology Europe Case Study
Based in West Cornwall, Focus Technology Europe Ltd offers a wide range of services including IT Consultancy, communications and digital marketing services to SMEs. For over 15 years they have been providing their services to customers across the UK. The business has experienced steady growth with 20% out of Cornwall.
The company already offered great customer service but approached Superfast Business Cornwall as they were keen to streamline their processes and access data at the touch of a button to enabling a rapid response to customers’ requirements.
“New services will be developed as the new platform provides customers a portal by which they can monitor and manage their own support tickets.” says Managing Director, Andrew Davenport. The efficient, cost effective process will appeal to a wider audience and allow Focus to engage with new clients further afield whilst improving the existing services with current clients.
“Through having a new cloud based management system, our records can be more accurate and provide information to our clients to demonstrating our value to them.”
Digital Business Enabler, Mike Robertson explains: “It was great working with Andrew on the project as he knew exactly what he wanted. Focus Technology are a forward thinking IT company, with a great reputation in Cornwall. The project focused on support of the implementation of an IT management platform to support the businesses growth plans. This project allowed them to generate greater revenue and grow profits.”
AutoTask was implemented in April this year and it provides the capability for an automation workflow and increases capacity. It also provides a highly proactive support experience and shortens ticket lifecycles which improves customer satisfaction and experience. It allows Focus to accurately record time, work to KPI’s as well as managing communication, troubleshooting techniques and accurate customer information recording.
Andrew adds: “With success with existing clients outside of Cornwall, the natural growth of the business would be to open offices further afield. AutoTask enables the team to remain connected, to work collaboratively and to work in a flexible, mobile, way.”
“We hired a full-time Support Engineer in April and the role frees up time from an existing member of staff to manage the implementation. This project will create a more efficient business allowing an increase in employment of one to two FTE’s per year ongoing.”
Funded by the European Regional Develop Fund (ERDF), Superfast Business Cornwall provides a fully funded programme of support to help businesses understand, adopt and exploit digital technology for growth. Delivered by a small team of experienced Digital Business Advisers, the service offers 1-2-1 impartial advice, website reviews, workshops for small groups and advice on connectivity to Superfast Broadband.
Eligible businesses in Cornwall can still join the fully funded programme until Spring 2019. To find out if you are eligible, please click here:
To find out more about Focus Technology Europe Ltd, go to: https://www.focus-technology.co.uk
To find out more about Superfast Business Cornwall and get support to exploit technology in your business go to the Superfast Business Cornwall Programme