IT Focus Case Study Capita Group

Capita are the UK’s leading business process outsourcing (BPO) and professional services company. We deliver back office administration and front office customer contact services to private and public sector organisations across the UK and Ireland. Our flexible structure enables us to deliver multiple services to individual clients, and multiple services across multiple markets, highly efficiently.

The Challenge

We were looking for a Telemarketing partner to act as an extension to our already extensive sales team.

Business Relationship

Capita Group Plc has worked with IT Focus, as an extension to their existing Telemarketing activity, since 2011. The activity that IT Focus was undertaking for us has been split between two distinct parts of the company, namely Capita ITS and Capita Software Services.

Benefits

IT Focus first ran a campaign over several months for our IT Services Division around hosted Data centre Solutions and latterly around the broader scope of services provided by ITS. The outcome of this campaign was to arrange strategic meetings and conversations between our Technical leads and decision makers within some of the largest companies in the UK, as historically we had picked up a lot of our business by cross selling from our existing divisions, rather than the “cold” approach. We worked in close partnership with IT Focus to develop the pitch and were pleased by the depth of knowledge both the Management Team and Agents were able to bring to the table.

More recently IT Focus have worked with our Software Services division (www.capita-softwareandmanagedservices.co.uk). The goal to this campaign was to speak to Housing Associations and introduce them to the Capita Support solution, which is fully hosted people centric case management solution for Care and Support Providers. This campaign came into effect off the back of a survey that was run during the summer of 2012 and IT Focus were tasked with, and were successful in following up contacts in a timely fashion, further discussing the solution and arranging demonstrations with our Business Development Manager.

The Future

Over the course of both these campaigns we have been pleased with the attention to detail displayed by IT Focus when it comes to their work. This has been backed up with regular conference calls, reports and contact from the agents so that we have always felt in the loop. In summary we have seen very good returns on investment through working with IT Focus and wouldn’t hesitate on using them again in the future.

What our customers say

Sophos

“At Sophos our customers are more important to us than anything else. Each quarter we run a series of high profile customer events and we use IT Focus as our main resource to inform our customers about these. The results they have achieved for us have been excellent, leading to several very successful events so far. Having worked with IT Focus for a number of years I have every confidence that they will represent Sophos in the most professional manner and maintain the integrity of our brand to the highest degree.”

Sophos

Kelway

“We have worked with IT Focus on a number of vendor led campaigns, such as Symantec, Cisco and HP to name but a few. We chose to work with IT Focus because they understand the technology behind our propositions and we have the confidence that they will deliver this in a confident manner to our prospects. Flexibility is something that I required in our campaigns and to be able to adapt to ever changing messaging. IT Focus took this on board and never let us down. We would happily recommend them to our vendor partners.”

Kelway

Keltec

“IT Focus have worked on a number of campaigns for us ranging from IBM, HP & Sun maintenance through to solution selling to promote our virtualisation practice. They regularly send our assigned telemarketers to our offices for training and we’ve always been impressed with their industry knowledge and dedication to their work. To have all this and at the same time being charged a very competitive day rate is a refreshing change.”

Keltec

European Electronique

“As one of the leading IT Resellers in the UK it’s important to us that we use our vendor marketing funds in the most appropriate manner. What we like about the leads we receive from IT Focus is the complete transparency and honesty – our sales team know that as soon as they receive the lead sheet they can contact the customer, safe in the knowledge that what is described is exactly what the customer wants.”

European Electronique

Backup Direct

“In the short time we have been working with IT Focus, we have been really impressed with how quickly they have understood our proposition and delivered it in a professional manner. It has now reached the point that our sales team have become fully integrated with the person assigned to our campaign and they see them as part of our team. We are looking forward to a strong ongoing relationship that will beneficial to both our companies.”

Backup Direct

Apsu

“As a relative cynic with regards to telemarketing agencies, it is refreshing to find one that meets expectations and takes a genuine pride in their work. I have been working with IT Focus since Q4 2006 on a wide variety of campaigns, and it has been an unexpected, but welcome change to find the same person working on our account since day one. We are now at the point where we happily recommend them to our vendor partners.”

Apsu

PageOne

“We have been working with IT Focus since 2008 and we see our agent as one of our employees, but embedded in an environment that is conducive to cold calling.”

PageOne

Managed 24/7

“We have had the same agent on our activity since 2007 and during this time we have increased our annualised contract revenue by over 50% year on year.”

Managed 24/7

Who we work with

At IT Focus we take a great deal of pride in the extensive list of IT companies that we work with. As you can see from the small selection below we have a great range customers from VARs, Systems Integrators, Distributors and Vendors. All these companies work with us because they have the confidence in our ability to deliver.

IT Focus Case Study Capita Group