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Connected

While Flex IT provides IT services, security and support, its business model is built around strong client relationships. Alice Hoey met Director Adrian Key to find out more.

AH. Why is it so important that you maintain close relationships with your clients?

AK. As an organisation grows or evolves, its needs change, as does the environment in which it operates, and in particular the security landscape. We need to stay abreast of their requirements, therefore, to understand their potential vulnerabilities and the consequences of implementing different services. We describe ourselves at Flex IT as being an IT partner rather than an IT provider, because we work with organisations to help them stay safe, secure and up to date.

AH. That includes the LMA, of course…

AK. Yes. I’ve known Richard Bevan since his time with the PCA, as we provided their IT services. He brought us in at the start of his tenure at the LMA to upgrade the association’s IT systems, and we’ve looked after them ever since. We helped with the move to St. George’s Park, and over the years have upgraded and evolved the LMA’s systems as it has grown and its needs have changed. That includes, for example, the provision of a CRM system to enable the association to better manage its client relationships.

AH. How do you ensure that your front-line is building those relationships in the right way?

AK. When we recruit new engineers, we don’t look only for great technicians. We need people who are also skilled communicators, who have the right attitude to customer service, and who are capable of advising clients in such a way that they provide the right level of detail, in plain English rather than technical jargon. If we can educate users, they’ll be better able to resolve issues themselves in the future, which is a win-win for everyone.

We encourage two-way communication so, for example, if we’re running updates in an organisation, our engineers will walk the floor to better understand people’s common themes in terms of support and needs. We’re also currently upgrading our remote management toolset to give clients the ability to interact with us even more quickly if they have a question or a problem. They can raise a support request and then view its status simply by clicking an icon on their computer.

AH. You’ve been with the company over 30 years. How has your role changed over that time?

AK. I started out as an accountant with Dyke Yaxley, but later retrained in IT and, importantly, also learned the techniques of how to learn. That’s essential in the IT industry, because it’s incredibly fast paced and always evolving, and you have to be able to move with that. Having become Dyke Yaxley’s IT Manager, I saw an opportunity to outsource the team’s IT skills, which led to the creation of Flex IT.

Moving from being part of a large organisation to having a relatively small team of my own was a new challenge; it was very much a case of leading by rolling up my sleeves and getting stuck in. Now I’m surrounded by people who are technically really competent, so my role is more one of guidance and less hands-on implementation. What’s important, therefore, is that I make myself available for the team, and that I work hard to foster communication and connection.