How Horizontal Boring Services Got Fast, Personal IT Support and Help When It Mattered Most with Focus Technology Solutions
Industry: Subcontract Manufacturing (Oil, Gas & Valve)
Employees: 30
Location: Wigan
Provider: Focus Technology Solutions, Skelmersdale
Focus Technology Solutions were chosen by HBS, a 30-strong manufacturer in Wigan, 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 Technology Solutions 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. The transition caused 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.
Days to install new firewall
Disruption during transition
Systems secured and updated
RESULTS
Personal, name-to-name support from a team that knows their systems
Cyber attack response before the contract was even signed
New firewall installed in 3 days, not 3 weeks
New PCs sourced, built, and existing machines overhauled
Full cloud backup and SentinelOne protection deployed
Entire business scoured for vulnerabilities and improvements
THE PROBLEM
HBS is a fast-paced subcontract manufacturer in Wigan, with 30 employees, 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 third and fourth line support agents who had never heard of HBS. Response times stretched from hours to days, and for a business that moves quickly, that simply was not good enough.
The team at HBS had started trying to fix things themselves rather than ring the IT 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 the prospect of 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.”
Mark Scroggie, Manager – Horizontal Boring Services, Wigan
HOW WE HELPED
HBS had made the decision to move to Focus Technology Solutions. They had served notice on their old provider and the handover was being planned. Then, before the contract was in place, a serious network security incident arose, a weak spot in the network was exploited, the network had to be shut down, and the full extent of the problem needed to be assessed.
Mark called Dave at Focus Technology Solutions. Dave committed to helping immediately, not because he was obliged to, but because that is how Focus Technology Solutions operates. He coordinated with the outgoing provider, managed the incident response, and got a new firewall configured and installed within three days. The previous provider had quoted three weeks.
For Phil, the transition itself was the thing he had been most worried about. Focus Technology Solutions removed that anxiety entirely. Way before the contract was signed, they sat down with HBS to understand exactly what the business did, how the systems worked, and how to manage the handover without any disruption to the team.
Once in place, Focus Technology Solutions took full ownership, overhauling machines, deploying cloud backups, installing SentinelOne live endpoint protection, and scoping the entire business for improvements. They also learned HBS’s niche machinery and specialist software so that every call is handled by someone who already knows the business.
Immediate response to a serious security incident, before contract signed
New firewall configured and installed in 3 days
“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.”
Mark Scroggie, Manager – HBS
THE RESULT
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. He had put off switching for longer than he needed to. Focus Technology Solutions changed that from the very first conversation, planning the handover in detail before any contract was in place. There were no vague promises, just a clear plan and people who showed up.
For Mark, the change was immediate. Instead of waiting hours for someone who had never heard of HBS, he now picks up the phone and speaks directly to a person who knows the business. Day-to-day IT feels nothing like it used to.
“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
WHY FOCUS TECHNOLOGY SOLUTIONS
Focus Technology Solutions is a managed IT support provider based in Skelmersdale,
serving SMEs across Wigan, Merseyside, and Lancashire. Here is what sets them apart
from larger providers.
SUPPORT MODEL
A small, dedicated team, not a faceless helpdesk
When you call Focus Technology Solutions, 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 Technology Solutions 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 Technology Solutions plans every handover in detail before the contract is signed. HBS’s transition caused zero disruption to the business.
COVERAGE
Serving Wigan, Merseyside & Lancashire
Focus Technology Solutions supports SMEs from 5 to 100 users across the North West, including manufacturing, engineering, retail, and professional services businesses.
Related guides from Focus Technology Solutions
WATCH
Two stories, one client. Mark explains how Focus Technology Solutions
stepped in when it mattered most. Phil explains why switching felt daunting
and why it was the best decision he made.
Manager, HBS – How Focus Technology solutions Stepped In
Director, HBS – Why Switching to Focus Technology Solutions Was the Right Call
FULL TRANSCRIPTS
DOWNLOAD
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.
COMMON QUESTIONS
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.
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.
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.
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.
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
