Excellence in Service Award
As a Professional Services business we are always looking to raise the benchmark to which we are measured and become the leaders in our field. INFINITY have won significant awards recognising our achievements in recent times winning:
- Best SMB MSP Project 2019 (UK Managed Services Awards)
- Professional Services of the Year 2019 (Staffordshire Chambers)
- Connected Mobility Solution of the Year 2019 (IT Europa Awards)
- Best Customer Service Performance 2018 (Burton Mail Business Awards)
Whether or not the businesses we support have an in-house IT team or are looking for a fully outsourced model we can take care of all matters IT. As a business we recognise that we can only be as good as our people, our industry demands the uppermost levels of expertise at the same time as demonstrating an empathy for our client’s issues. INFINITY are proud of our customer portfolio, ranging from Enterprise to SMB across a plethora of markets. That said we have seen substantial growth in the professional services sector particularly with legal and financial businesses. We Support International entities such as Philips Healthcare, Vinci PLC and Selfridges as well as local powerhouses Ansons Solicitors, Howards Accountants ORJ, Barringtons, Beswicks, The Lewis Partnership and Ischebeck TITAN.
INFINITY’s main focus over the next 3-5 years is to become a £10m turnover business. The targets are challenging, and yet everyone in the business believes the goal to be achievable. The demand for award winning Managed IT services businesses who can continually produce first rate customer experience has never been so high. With this in mind our main objective is to keep delivering the high standards our customers have become accustomed to, growth plans cannot be detrimental to our service. IT will play a much more strategic role in companies, driving business results and creating business value through technology-based business innovation and digital initiatives, and INFINITY are here to deliver that. The pain points of growth have seen measures put in place such as a middle management level to enable the Directors to push on with their plans and enable the business to flourish. Clearly with such substantial growth plans, both space and personnel are going to be a challenge and plans are already afoot to relocate to a new purpose-built premises in the early part of 2020 at the same time as growing all departments and introducing new ones that are now becoming essential.
INFINITY’s attention to the progression of its staff has meant we have very high employee retention rate. The focus on ensuring all of our employees feel valued and have a clear development plan mean we can continue to raise our standards. As a technology business it is imperative that we keep abreast of both a changing market and continuously changing services and solutions to meet our customers’ demands. As a result, training forms a key part of our staff’s development, ensuring that all of our Technical and Sales team hold the correct accreditations to enable us to deliver. INFINITY have the same ethos today as when it started, ‘Our People” are what makes the company, that is why there is an open-door policy where any member of staff can discuss any concerns, problems or ideas with the owners of the business. This has worked very well, and plenty of valuable ideas have resulted from that approach. Regular reviews take place between management and staff to establish personal and career development goals alongside annual appraisals. As the organisations goals have changed, particularly in the last 6 months as we strive towards our 5-year goal of becoming a £10m Turnover business we have taken an objective look at the demands on each role and ensured development plans are aligned to the overall goals.
Growing at the rate we are, over the last 3 years we have had to introduce additional measures for the selection of new candidates to ensure they will propel the business in the right direction. These measures analyse both technical skills and personality traits to ensure they are not only a good fit for the future of Infinity, but for our customers as well.
In terms of managing our staff, clearly there are a number of effective styles of management and we have found that different departments need to be managed in different ways. That said, within each department staff are treated as individuals, we all react differently and the owners recognise that to get the best out of their staff. The corporate culture has changed and developed as the staff number has grown, however the work hard and perform and you will reap the rewards in terms of progression.
The company vision is more than just a piece of paper or an article on our website, it is a vital focus we encourage all of our employees to hold dear. Communication of our vision is fundamental; understanding how employee’s contributions interweave with the larger goals of the company in order for them to take pride in the importance of their work and to do the best possible job on every project. INFINITY find that enabling our employees in this way to contribute to the company vision mean they both support the expedition and enjoy the journey to get there.
INFINITY IT Solutions was formed in 2009 by 3 Directors who had a shared belief that they could change the way that Professional IT Managed Services and Support could be delivered. Their initial philosophy has never wavered, and they continue to push the barriers in terms of service delivery, Customer satisfaction and performance; always looking for the next differentiator for their business. The ultimate goal is to be visionary in the way next generation IT solutions are delivered. The philosophy has seen INFINITY become one of the fastest growing service providers in the UK, supporting thousands of devices worldwide across a wide range of vertical markets. INFINITY’s Leadership has never changed, with the same 3 Directors running the business so effectively today. As the business has grown, the owners have introduced a middle management layer to allow them to push on with accelerating growth and exploring additional revenue streams to allow the business to continue to flourish. The Directors style has always been to enable their staff, and giving each employee an opportunity to progress, learn new techniques and forge a career. Infinity’s philosophy has seen high employee retention, as each member of staff understands the business journey, the opportunity that presents them and an appreciation to the investments made into their careers.
Our Professional Services are provided on an entirely outsourced basis, delivering an all-encompassing IT offering to our clients; we are therefore the IT Director, Strategist, Project Manager, IT Expert, IT Procurement and Support deliverer. Ultimately, it’s our job as a professional Service Provider to offer sound technology advice to our clients, and to do this we must stay abreast of the ever-changing nature of our industry and be able to adapt to changes quickly and efficiently. Infinity pride ourselves that we do all of the above without any of client’s businesses being affected.
INFINITY was started without any financial borrowing, and financial stability has always been a key factor in the success of the business. INFINITY have grown into a very profitable business and are on track to eclipse last year’s figures turning over in excess of £3 Million in 2019. Like all successful businesses we consider Turnover to be Vanity and Profitability to be sanity and ensuring we expand our contracted renewable revenues will ensure this. Infinity has always put the future of the business and long-term sustainability at the forefront, even when Cash reserves could have been used to grow the business faster the decision was taken to grow the business in the ‘right way’. Ensuring the right processes, the appropriate Product & Service portfolio, the most efficient supply chain and most importantly the right people were in place was the launch pad for the next phase. The next phase of our progression is 6 months into operation and have already taken on an additional 4 members of staff. Aside from growth in terms of both contracted customers and staff Infinity are also looking into acquisition. Clearly £10million turnover is our target and the Directors solid business financials and stability of a large contracted customer base puts us in the fortunate position to accelerate the growth by this method. Acquisition will allow us to combine additional clients, skillsets, facilities and product offerings with our own reducing our competition at the same time as increasing our supply chain power and rapidly increase our growth. We eluded to our expansion plans in terms of new premises earlier on, and to understand the size of this we currently have a 1,700 Ft2 building and will be moving to a 6,000 Ft2 purpose built office to facilitate the execution of these plans.
Differentiating a business can be difficult in the Services sector, that said we differentiate ourselves in two key ways. The time we take to respond to an incident, and our proactive care. Industry standard response times for an IT Service Desk are an hour, INFINITY offer a guaranteed 30-minute response which is industry leading. In fact, INFINITY’s average response time is 20 minutes for out of hours support, and totally eclipsed during office hours being near instant. Customers go straight through to the Service Desk with no call handling. When Clients reach the service desk, the investments we have made in both our systems and processes come to the forefront as each technician has all the Account and User details at the touch of a button allowing them to deliver a measured and informed customer service.
Our excellence as a business isn’t reserved solely for dealing with problems when they occur but being able to pre-empt an issue and resolve it before it takes hold and causes downtime. At Infinity we don’t like surprises we always believe that prevention is better than cure. INFINITY’s Monitoring & Management has improved our clients experience by allowing us to monitor the health of our client’s devices remotely – anywhere and anytime. INFINITY’s Monitoring & Management is a cloud-based agent that allows us to monitor the health of our client’s devices remotely – anywhere and anytime. Suitable for a huge range of assets and platforms – Microsoft, OSX and Linux included, Monitoring & Management can be customised at device level to raise proactive alerts for a huge range of hardware, software and system errors. Our IT Service Management platform delivers more than simply alerts and notifications. Through its workflow and automation features it allows us to routinely run administrative tasks and risk assessments, which ultimately avoids problems before they have a real business impact.
INFINITY’s attention to the progression of staff has meant we boast very high employee retention rates. The focus on ensuring all of our employees feel valued and having a clear development plan mean we can continue to raise our standards. our staff must see career and business progression to flourish and INFINITY are delighted to have been able to promote from within the business, rewarding hard work and maintaining business continuity. Growing at the rate we are, over the last 3 years we have had to introduce additional measures for the selection of new candidates, which analyses both technical skills and personality traits to ensure they are not only a good fit for Infinity, but for our customers as well. The Directors have a mission statement regarding their people “Nothing beats people, they are the core of every relationship”. This mission statement is fundamental to their development and growth at all times. INFINITY recognise that as a business we can only be as good as our people, our industry demands the uppermost levels of expertise at the same time as demonstrating an empathy for our client’s issues. Infinity have become ISO9001 accredited and have already started our drive for ISO27001. Understanding how employee’s contributions interweave with the larger goals of the company in order for them to take pride in the importance of their work and to do the best possible job on every project. Infinity find that enabling our employees in this way to contribute to the company vision mean they both support the expedition and enjoy the journey to get there.
INFINITY should win this category because of the standards we meet in such a testing market, all of which can be backed by supporting statistics. INFINITY won the Staffordshire Chambers Professional Services of the year just a few months ago, Burton Business Awards Best Customer service last year, which was solely down to the way we deliver our service and the high standards we meet. Since the start of 2017 Infinity’s 24/7 Service Desk has resolved over 25,000 incidents, 100% of which were fulfilled within their respective Service Level Agreement, be that a remote resolution from our head office in Staffordshire or an onsite repair in some of the most distant corners of the UK. Selfridges a customer of INFINITY for 9 years have said that INFINITY’s ability to deliver on our commitments to SLA is the main reason for our continued strategic partnership. Taking care of so many incidents we always strive to improve our offerings and provide a greater customer experience. Investments have therefore been made in our customer portal, which allows our service desk to provide real time updates to our clients, constantly updating them to the status of their open tickets. Understanding our client’s feedback is paramount to improving service, we have introduced a customer feedback rating system for each completed Service ticket. The goal for Infinity is to continue to grow the number of Excellent and Very Good rated incidents and to ensure the needs improvement ratings are not populated.
Total Incidents | Year | SLA: Excellent | Very Good | As Expected | Needs Improvement
7,137 | 2017 | 100% | 76.40% | 15.10% | 8.20% | 0.30%
10,978 | 2018 | 100% | 79% | 18% | 3.00% | 0%
6,871 | 2019 YTD | 100% | 78% | 16% | 6% | 0%
INFINITY’s Excellent Customer Service Statistics are reinforced by our Client retention rates. Since the business started in 2009, we have an average contract retention rate of 96%, yet in 2018 we saw that figure rise to 98%, only losing contracts to businesses that have fallen into administration. A performance indicator that cannot be argued and one that INFINITY holds in the highest of regards. INFINITY’s business relies heavily on customer Service and performance has left the business in the fortunate position that a lot of our growth has been organic or from word of mouth.