Tell us about the history of your company.

I started the company back in 2001, maybe even 2000, as a part-time business while working a day job. I was providing IT support and fixing people’s home computers in the evenings from my parents’ garage. Over the years, the business evolved significantly. I grew it to become a full-time business called 1-Fix, transitioning from a domestic focus to serving small businesses. Eventually, we moved away from the domestic side entirely, focusing on commercial services. The type of support we provide also changed, going from reactive break-fix support to offering fully managed, proactive IT services. Today, the business has grown from just me to a team of 14 people.

Business history in the UK and challenges in today’s market.

We have always been based in the Thames Valley. Our operations began in my parents’ garage in Earley and later moved to my garage when I moved. Around 2008 or 2009, we took on office space, first in Finchampstead, then a few years ago we moved to Winnersh and more recently to Bracknell. We’ve always stayed within Berkshire. Over time, the technical requirements for providers like us have become more demanding. We transitioned from reactive break-fix services to a managed services model in around 2015. This shift aligned with changes such as the adoption of monthly services like Microsoft 365 and the increasing use of the cloud. Security became a bigger focus for us, especially in 2019, and we took this even further in the last few years by introducing a 24x7x365 fully managed Security Operations Centre. Looking ahead, the challenge lies in balancing IT strategy, guidance, and security while incorporating AI and linking software to improve efficiency. I believe that providers sticking to break-fix models will become less relevant, as newer businesses are more tech-focused and want to optimise their systems.

Key products, services, and innovations.

Our services revolve around three key areas. First, our helpdesk is the core of what we do. We have a team of technicians and wider staff who deliver exceptional customer service, focusing on building really strong relationships with clients. Our relationship-centric IT services carve out our niche because larger providers often lack the ability to build such deep connections. Although we work with clients globally, including in Hong Kong and China, most of our customers are Thames Valley-based businesses. 

Second, we offer a strong baseline of cybersecurity as a standard for our customers, rather than as an add-on service. We continuously innovate in this area, adding features such as monitoring and reporting for Microsoft 365 to proactively address any issues that arise.

Third, we provide VoIP telephony and connectivity services. Although we haven’t pushed this offering hard yet, we began taking it seriously three to four years ago. With all phones now being digital, customers often assume IT is the issue when something goes wrong. Frustrated by poor support from tech companies, we stepped in to deliver telecoms and internet connectivity with a more bespoke approach and a strong service wraparound. 

What are your plans for the company’s future?

Over the next three years, my plan is to grow our revenue by 60%. This involves expanding the services we offer and targeting specific clients who truly value IT. We’ve identified a niche market of companies with 25 to 200 users in the Thames Valley. I believe we can add significant value as their strategic IT partner and drive growth. Alongside this, we’re investing heavily in sales and marketing to achieve more aggressive growth.

What challenges are you facing in today’s market?

One of the biggest challenges we face is ensuring our message lands – that we are different from typical IT Managed Service Providers. Many companies do similar things, so we focus on our three unique qualities. First, we are always improving, both internally and externally. We invest in staff training, office environment enhancements, and the improvement of our clients’ IT setups. Second, we avoid using “geek-speak.” We take the most technical topics and translate them into language that users can understand. We aim to be down-to-earth and relatable. Third, we have a team that is fully invested in our clients’ success. We go above and beyond in supporting them, from fundraising initiatives to nurturing relationships that help their businesses succeed.

Corporate social responsibility initiatives locally.

We are exploring more ways to give back to the community, including volunteering days for our employees where their time is fully paid. We’ve also supported Guide Dogs and other charitable initiatives. 

Why the company joined the Chamber and benefits achieved so far.

We joined the Chamber to better understand what’s happening in the business world across the Thames Valley. It helps steer some of my business decisions and provides valuable insights, like those from the Quarterly Economic Survey. Being part of the Chamber has also offered great networking opportunities. I’ve met some really interesting people and companies, and over time, the Chamber’s offerings have improved significantly. Events that were ticketed before are now accessible without extra cost, and it feels like the largest community of business people in the area. Regular meetups, roundtables, and events provide excellent content and opportunities to connect with local partners.

Any other message for the Thames Valley business audience.

Regardless of how much you spend on cybersecurity, the most common factor for problems and breaches remains the human element. Industry statistics show that phishing attacks continue to be the leading cause of breaches. If you don’t invest in anything else, I highly recommend getting your staff security training. It doesn’t have to cost anything, and there are excellent resources available for free on the National Cyber Security Centre’s website.