Horizontal Boring Services | Wigan, Greater Manchester

How HBS got fast, personal IT Support and help when it mattered most

INDUSTRY

Subcontract Manufacturing (Oil, Gas and Valve)

EMPLOYEES

LOCATION

Wigan

SERVICES

Managed IT Support, Cyber Security, Safe Launch

At a glance

HBS, a 30-strong manufacturer in Wigan, chose Focus to replace an IT provider that had grown too big to care. Before the contract was even signed, HBS needed urgent help with a serious network security incident.

Focus stepped in immediately, installed a new firewall in 3 days against a competitor quote of 3 weeks, and took full ownership of the IT environment with zero disruption. Today, HBS have personal, name-to-name support from a dedicated team in Skelmersdale who know their specialist machinery and software inside out.

The Results

Q: Can I switch IT support providers without disrupting my business?

Yes. When Horizontal Boring Services in Wigan switched to Focus Technology Solutions, the transition was handled end to end with zero disruption. Focus Technology Solutions got involved before the contract was signed to understand their systems and people. Director Phil Blackledge said: 'The setup with Focus was seamless really. The people handling the transition were there for us whenever we needed them.' Call Focus Technology Solutions on 01942 318 070 to discuss how a switch would work for your business.

Q: What should I do if my business has a serious IT security incident?

Contact your IT support provider immediately. If you do not have one or your current provider is slow to respond, call Focus Technology Solutions on 01942 318 070. When HBS experienced a serious network security incident, Focus Technology Solutions stepped in before they were contractually obliged to and had a new firewall installed in 3 days, against a quote of three weeks from the outgoing provider. Focus Technology Solutions provides same-day response for critical issues across Wigan, Merseyside, and Lancashire.

Q: How do I know if my IT support provider is no longer right for my business?

Warning signs include speaking to a different person every time you call, having to re-explain your systems repeatedly, waiting hours or days for responses, and feeling like a ticket number. These were exactly the problems HBS experienced before switching to Focus Technology Solutions. If that sounds familiar, call Focus Technology Solutions on 01942 318 070 for an honest conversation with no obligation.

3

Days to install a new firewall

Zero

Disruption during transition

100%

Systems secured and updates

Key outcomes

The Challenge

HBS is a fast-paced subcontract manufacturer in Wigan, supplying into the oil and gas and valve industries. With specialist CNC machinery and bespoke software on site, they needed IT Support that understood their business, not just their tickets.

Their previous provider had grown too big. What started as a personal relationship had become a number on a system. Calls were routed to support agents who had never heard of HBS, and response times stretched from hours to days.

The team at HBS had started trying to fix things themselves rather than ring the helpdesk. That is a clear sign the relationship had broken down.

Nobody knew who they were

Every call meant starting from scratch. A different person every time, no knowledge of the systems, no continuity.

Waiting hours or days for a response

In a fast-paced manufacturing environment with jobs running to tight deadlines, IT delays had a direct impact on production.

IT felt like a hassle, not a help

The team had been conditioned to avoid calling support. They felt isolated and left behind by a provider that had outgrown its interest in smaller clients.

Fear of disruption was delaying the switch

Phil Blackledge, Director, knew something had to change. But a complicated handover between two IT companies felt too risky to rush.

When we were calling up for support, I'd be waiting hours, if not days sometimes for a response. With the nature of the business we're in, we are very fast-paced and we need answers quickly.

The solution

HBS had served notice on their old provider and the handover was being planned. Then, before the contract was in place, a weak spot in the network was exploited. The network had to be shut down and the full extent of the problem assessed.

Mark called Dave at Focus. Dave committed to helping immediately, not because he was obliged to, but because that is how Focus operates. He coordinated with the outgoing provider, managed the incident response, and got a new firewall installed within three days. The previous provider had quoted three weeks.

Way before the contract was signed, Focus sat down with HBS to plan a handover with zero disruption. Once in place, Focus overhauled machines, deployed cloud backups and SentinelOne, and learned HBS’s niche machinery and software so every call is handled by someone who already knows the business.

Dave told me he was willing to jump in and help in any way he could, even though he wasn't contractually obliged to at that point.

A real shift in mindset

For HBS, this was never just about fixing IT. It was about finally having a team in their corner: people who picked up the phone, already knew who they were, and got things sorted without any fuss.

For Phil, the relief was in how smooth it all turned out to be. There were no vague promises, just a clear plan and people who showed up. For Mark, the change was immediate. He now speaks directly to a person who knows the business.

“The setup with Focus was seamless really. That was the main surprise to me, how seamless it went, and the level of support and communication we were offered during that time.”

Phil Blackledge, Director, Horizontal Boring Services, Wigan

“I’m confident I can ring Focus any time of the day and someone will be there to help. Day-to-day now with Focus is worlds apart from what it was with our old company.”

Mark Scroggie, Manager, Horizontal Boring Services, Wigan

What makes Focus different

SUPPORT MODEL

A small, dedicated team, not a faceless helpdesk

When you call Focus, you speak to someone who knows your business. No call queues, no re-explaining your systems, no third-line strangers.

RESPONSE TIME

Same-day response on critical issues

Focus commits to fast, same-day response for urgent issues. When HBS needed help immediately, Focus delivered, before the contract was even in place.

SAFE LAUNCH

Transitions handled end to end with zero disruption

Focus plans every handover in detail before the contract is signed. HBS’s transition caused zero disruption to the business.

COVERAGE

Serving Wigan, Merseyside and Lancashire

Focus supports SMEs from 5 to 100 users across the North West, including manufacturing, engineering, retail and professional services businesses.

Hear it from Mark and Phil

Two stories, one client. Mark explains how Focus stepped in when it mattered most. Phil explains why switching felt daunting and why it was the best decision he made.

Mark Scroggie

Manager, HBS, How Focus stepped in

Read the full video transcript

Hello, my name is Mark. I’m a manager here at Horizontal Boring Services in Wigan. HBS predominantly is a manufacturing company. Uh, we supply into the oil and gas industry.

Before we came on board with Focus, we were with a different IT company. That IT company started off really small and vastly grew to the point where we were no longer on a personal level with them. When we were calling up or trying to log tickets, it was just like we were a ticket number to them.

When I’m calling up for support, unless I got through to the right person at the right time with the old IT company, I’d be waiting hours if, if not days sometimes for a response.

Moving to Focus was a breath of fresh air. Uh, I can now get through to someone who I actually know on a, on a name-to-name basis.

After touching base with Focus, we realized they were a lot more on a personal level with us, um, with a smaller team who, who we could actually speak to over the phone rather than just l- purely logging tickets online.

We were scheduled to switch over to Focus after serving our old IT company notice. Uh, that’s when the worst happened. We, we actually got hit with a cyber attack. This came in through a weak spot in our network. Uh, I had to shut down our entire network, and we began scanning for the extent of the breach.

I touched base with Dave at Focus, and he told me he was willing to jump in and help in any way he could, even though he wasn’t contractually obliged to at that point, as we hadn’t switched over to them yet. I was informed that I needed a new firewall in as soon as possible before I could restart the networks.

The old IT company told me it was gonna take three weeks to configure and install me a new firewall. Uh, Dave turned around and managed to do it for me and get it installed within three days. Focus are very proactive in providing me with ideas and areas of our systems that need addressing. Since coming on board with Focus, they’ve sourced and built us new PCs, overhauled our existing ones, made us a full system backup to the cloud, protected our systems through SentinelOne live software.

Focus have scoured our entire business for improvements and vulnerabilities. I was looking for someone who puts us first as a company and not just a number. We have a lot of niche machinery and software here at HBS. Focus have taken their time to learn how to support us with it

We were looking for a while for a new IT company, but I thought it’d be too much hassle to change over. But as soon as the cyber incident hit, Dave was willing to help. I knew that I had to rush the changeover through, and I knew it was Focus I wanted fighting in my corner. Getting set up with Focus was actually a breeze.

Focus treat us on a lot more of a one-to-one level. I’m confident I can ring Focus, uh, any time of the day and, and someone will be there to help me with the problems I need. Day-to-day now with Focus, uh, is worlds apart from what it was with our old company.

They have a online portal where I can go on and log a ticket, and I- I’m confident someone will get back to me the same day. If you’re like me and you actually like calling someone on the phone, they assist with that too. I can get straight through to the help desk. When I do get through, I’m speaking to people I already know on a name-to-name basis.

If you’re a business owner in Wigan, then give Focus a try. You won’t be disappointed. I wish we would have switched to Focus sooner

Since coming on board with Focus, they give us a whole range of, of tasks and vulnerabilities to assess.

Had we have come on board sooner, the cyber attack could’ve been avoided

Phil Blackledge

Director, HBS, Why switching to Focus was the right call

Read the full video transcript

Hi, my name is Phil Blackledge. I’m a director here at Horizontal Boring Services, PEM in Wigan. We are a subcontract manufacturer into the valve industry.

Our IT situation before Focus came to the business, we, we’d been with a company for a long time, and they had outgrown our needs.

we were a lot more interested in working with someone local who understood us on a personal level and understood our needs exactly for what we did.

One of the moments that made us need to change was when we were calling up an IT support desk, and they just didn’t know who we were.

So that then led to difficult conversations and having to, to start over each time.

A lot of what we, we felt at that time was left behind really. We felt isolated. We just weren’t able to, to get our work done as efficiently as we needed to. It felt like a hassle to call the IT team, uh, and get them involved.

We needed someone that could serve all of our needs, be that the, the hardware, the software, the internet, the printers, cabling, infrastructure, just that, that whole encompass service of everything.

Everything that touches a computer, we needed someone who could deal with that.

Thankfully, you know, through, through dealing with Focus, they were, they were very hands-on with that. You know, w- way before the contract was in place, it was a, a point of, “Right, okay, we need to understand what you do, how you do it, and, and manage this handover in a, in a smooth, in a smooth way.”

The setup with Focus was, was seamless really, and I think that was the main surprise to me, s- how seamless it went and, and the level of support and communication that we were offered during that time. The people handling the transition were, were there for us w- you know, were on the end of the phone whenever we needed them.

They were there for us when we needed them, and that, that was refreshing surprise to me. The day-to-day experience for us now is I feel a lot more relaxed in the, in the support that we’ve got.

I know that either myself or one of my team can, can call up, log a call. The person who’s, who’s now dealing with that will be able to, will be able to help us. There’s no issue too big. There’s no issue too small. You know, we, we can just call up for, for a, for a minor thing, they’ll be able to sort it out for us very quickly, and, um, we’re, we’re not having to put the effort in now to, to really get over that hurdle.

Focus have that understanding of our systems. They’ve been able to make improvements to it. We’re no longer having to take on any tasks ourselves and potentially make things worse than they were before. You know, thing, things are improving, and all of our equipment, all of our systems that we have in place are now up to date and running to the best, best of their ability.

A lot of places were in the situation that we were in. You, you’re stuck with a company you’re not very happy with, who no longer suits the needs of the business, and, you know, you feel like, okay, it’s IT. I, I don’t, I don’t wanna face that demon. And I’d just recommend that, yeah, do it. Make the call. It’s not as hard as it, as it sounds, and, you know, they’ll make it easy for you.

Read the full case study

Three versions available: the full combined story, Mark’s account and Phil’s switching story.

Download whichever is most relevant to where you are right now.

FULL CASE STUDY

The complete HBS story: the decision to switch, the difficult moment Focus helped with, and the results since.

MARK’S STORY

How Focus stepped in before the contract was signed and installed a new firewall in 3 days at HBS’s most critical moment.

PHIL’S STORY

Nervous about switching IT Support provider? Phil put it off for longer than he needed to. Here’s why he made the call.

Questions Business Owners Ask

Can I switch IT support providers without disrupting my business?

Yes, and it is usually far less disruptive than people expect when the new provider plans the handover properly. When HBS switched to Focus Technology Solutions, the transition was handled end to end with zero disruption. Focus Technology Solutions got involved well before the contract was signed to understand systems, machinery, and the team. Phil Blackledge, Director at HBS, said: “The setup with Focus was seamless, really. The people handling the transition were there for us whenever we needed them.” To discuss how a switch would work for your business, call Focus Technology Solutions on 01942 318 070.

What should I do if my business has a serious IT security incident?

Contact your IT support provider immediately. If you don’t have one or your current provider is slow to respond, call Focus Technology Solutions on 01942 318 070. When HBS experienced a serious network security incident, Focus Technology Solutions stepped in before they were contractually obliged to, managed the response, and had a new firewall installed in 3 days, against a quote of three weeks from the outgoing provider. Focus Technology Solutions provides same-day response for critical issues across Wigan, Greater Manchester, and Lancashire.

How quickly does Focus Technology Solutions respond to critical IT issues?

Focus Technology Solutions provides same-day response on critical issues. When HBS experienced a serious security incident, Manager Mark Scroggie received an immediate commitment to help despite no contract being in place. A new firewall was installed within 3 days. Focus Technology Solutions clients get personal, name-to-name support from a dedicated team based in Skelmersdale, serving businesses across Greater Manchester and Lancashire, not an anonymous helpdesk queue.

Can a managed IT support provider handle specialist manufacturing software and machinery?

Focus Technology Solutions takes the time to learn your specific machinery and software before taking over. For HBS in Wigan, that meant understanding CNC lathes, large-capacity boring machines, and specialist software, so every call is answered by someone who already knows the business. No starting from scratch, no explaining the same thing twice. If your business has niche equipment or industry-specific software, find out how Focus Technology Solutions approaches manufacturing IT support or call 01942 318 070.

How do I know if my IT support provider is no longer right for my business?

Warning signs include: speaking to a different person every time you call, having to re-explain your systems repeatedly, waiting hours or days for responses, and feeling like a ticket number. These were exactly the problems HBS experienced before switching to Focus Technology Solutions. Phil Blackledge admitted the team had started sorting things themselves to avoid calling IT – a clear sign the relationship had broken down. If that sounds familiar, call Focus Technology Solutions on 01942 318 070 for an honest conversation. There is no obligation.

Ready to Make the Switch?

As Phil put it: “Make the call. It’s not as hard as it sounds, and they’ll make

it easy for you.” Focus Technology Solutions supports SMEs across

Wigan, Greater Manchester, and Lancashire.

Fast | Friendly | Stress-free