An IT service that is all about the people

Sharing Experience: Craig Starling, ICS

ICS has been a trusted IT services provider for 27 years, growing purely through word of mouth and client recommendations.

Our success is built on offering a personalised service and not using automated ticketing systems. We prioritise face-to-face interactions and direct communication, ensuring clients receive fast, effective support from a dedicated engineer who understands their business.

The next chapter

Since being promoted to Director at the end of 2024, my strategic focus has been on raising the company’s profile and positioning it as a leading provider across a wider region.

Part of this work has been through targeted marketing efforts, sponsorships and business development, all of which will increase our visibility. The recent rebrand has helped shift the perception of ICS from a small, Ipswich-based firm to a more established business serving the whole of East Anglia, which in turn has opened doors to new business opportunities.

There have also been improvements to our operational efficiency, and we are adding value to the existing client base by introducing new in-house services – such as website development and staff security training – thereby deepening relationships with current customers while attracting new ones along the way.

We want to be a ‘Trusted IT Partner’, and a true one-stop shop for IT solutions, providing businesses with the technology and support they need to thrive.

Investing in talent  

As we move forward, investment is vital to ensure ICS is well-positioned for long-term success.

A major focus for this has been our people, with recruitment underway to bring in new talent and a variety of ongoing development opportunities in place for existing staff. Our team is the key to our success moving forward and we want to nurture a culture of continuous improvement.

Maintaining strong morale among employees is another priority. By keeping communication open and involving the team in any changes, we are establishing an inclusive environment where staff feel valued and engaged. We also actively encourage feedback, creating a workspace where team members feel comfortable raising issues or offering suggestions. This open-door approach ensures that innovation can shine, any concerns are addressed promptly and that everyone feels heard and supported.

In communicating our vision and values, we can provide a sense of purpose and direction which motivates the team and allows everyone to understand how their individual contribution supports our continued growth and success.

That is more important than ever – ICS is evolving and the future is both challenging and exciting.

But rest assured one thing will never change: we will continue to deliver a service that is responsive and entirely customer-focused; our aim is always to provide exceptional, personalised customer experiences that consistently exceed expectations.