Annual Report 2016 THE COMPLETE BUSINESS SOLUTION voice mobile it data media print security energy
02 Contents 1. Focus Group at a Glance 2. Our Product Portfolio 3. Our Business Model 4. Financial Performance & Achievements 5. Priorities for 2017 info@
Focus Group Annual Report 2016 03 Welcome to the Focus Group Annual Report for 2016, a year where all our services grew and our enhanced business model delivered success. Established in 2003, Focus Group has delivered dynamic growth at over 20% year on year. We ve been listed in the Deloitte Fast 50, the EMEA 500 and on four separate occasions in the Sunday Times Tech Track. Focus Group is an award winning leading UK communications provider, specialising in all aspects of Business Communications to SME, Mid-Market and Enterprise clients in the private and public sector. We provide cost-effective solutions across a wide range of products, such as IP Voice, Mobiles, Data, IT Support, IAAS, SAAS, Security, Print, Media and Energy.
04 Focus Group at a Glance 10,000 plus customers across the UK Leading UK communications provider 300 staff and Stakeholders Operational Excellence across multiple sectors Net Promoter Score +58 % info@
05 Social Responsibility sponsors Multiple Award winning company Corporate Investment Customer Charter Our Customer Promise Turnover grew by 11m (32%) to 45.5m info@
Our Product Portfolio 06 VOICE We provide a broad range of communication services to business customers of all sizes in both the private and public sector, both through our direct sales team and a network of channel partners. Our products include Fixed Lines & Calls, IP Telephony, Hosted Telephone Systems, Broadband, Unified Communications, Mobile Convergence, Inbound and Contact Centre Solutions MOBILE As one of the largest independent providers of business mobile solutions in the UK, Focus has access to a widerange of bespoke tariff packages and pricing. Maintaining independence is crucial as we continue to offer our customers mobile solutions to suit the needs of their businesses. We offer a full range of mobile handsets, from the very basic right up to the latest high-specification smartphones and tablet devices. IT Focus provide an extensive range of both Cloud and traditional on premise IT solutions. We ensure our clients maximise the potential of their IT infrastructure whilst reducing costs associated with employing in house IT support. Benefits of our support packages include a permanently manned helpdesk, 24/7 client server monitoring and the security of knowing your IT is being managed competently. DATA For secure and reliable network connectivity, Focus provides tailored solutions to suit individual requirements. This often involves integrating products and services from multiple suppliers to provide a unique solution, with full support throughout implementation and in-life service. Connectivity is a critical business tool for any company in the 21st Century, and we provide a range of solutions to enhance your productivity and allow a more flexible working environment. MEDIA Our award-winning design agency is formed of creative individuals who specialise in innovative branding, digital marketing, web design and development. Over the last 10 years we have been delivering brand identities, web platforms, strategic ecommerce, SEO, photography, animation, video and printed content across a diverse range of industries and sectors. PRINT Focus specialises in multi-functional print, copy, scan and fax products and services. Working with a range of leading manufacturers allows us to offer a tailored solution to meet your business needs, helping you to streamline your business and improve efficiently, competitively. Our flexible finance options, partnered with our dedicated Account Management and free unbiased advice ideally positions us to find the best solution for your business. SECURITY Focus specialise in the design, supply and implementation of Security and Audio Visual solutions to organisations across the UK. We also provide comprehensive consultancy and design services that help create secure and adaptable multipurpose environments that are comfortable to work in and use affordable technology to engage audiences and boost productivity. ENERGY Working with a range of preferred energy supply partners, Focus are able to offer expert and unbiased advice to businesses, resulting in competitive energy tariffs to meet the requirements of our customers. Smart metering services can now be provided ensuring that energy usage can be monitored and managed based on accurate consumption data with a view to reducing the carbon footprint. info@
07 Focus Group is a leading independent UK supplier of bespoke business solutions
Our Business Model 08 Channel Partners ENERGY SECURITY VOICE The Complete Business Solution MOBILE IT PRINT DATA MEDIA Direct Sales Reseller Channel UK Customer Base SME Mid Market Enterprise info@
09 Voice Mobile IT Data Media Print Security Energy
10 Our core purpose is to continue as a leading UK solutions provider for our customers, employees and communities Chris Goodman Joint Managing Director info@
11 Financial Performance & Achievements 2016 Financial Highlights 2016 Achievements & Collaborations Turnover grew by 11m (32%) to 45.5m. 7.6m of this was organic growth. The Acquisition of Rainbow Telecom led to 3.4m additional revenues. Gross profit grew by over 20% to 15m. Operating profit grew by 17% to 6m. Introduction of Customer Charter Our promise to our customers Launch of INTO Focus Employee Engagement Scheme training programme Launch of Comms Collaboration Group Strategy group to develop our businesses Social Responsibility Supported ten charities throughout 2016 Staff Benefits Developed enhanced opportunities 55m 55,000,000** 50m 45m 45,500,000 40m 35m 34,400,000 30m 25m 28,224,335 20m 23,529,224 15m 17,274,460 10m 13,164,224* 12,460,141 5m 1m 331,141 1,637,831 3,105,261 4,289,397 5,964,810 2004/2005 2005/2006 2006/2007 2007/2008 2008/2009 2009/2010 2010/2011 2011/2012 2012/2013 2013/2014 2014/2015 2015/2016 2016/2017 Financial Years * 18 month financial year ** Projected info@
12 Our staff are paramount to our business. We invest in our employees and reward them for their commitment to Focus Group and our customers. Ralph Gilbert Joint Managing Director info@
Priorities for 2017 13 Strategic Aims Focus Group s commercial strategy and core values are essential to the Group s success. By operating both direct sales teams and a reseller channel, the Group is strategically well positioned for future challenges. We aim to deliver our products and services based on the following: Product and Service Excellence Development and Innovation Retention of Customers and Staff Office Relocation With staff numbers approaching 300, office space has become a priority. We have reserved a site and are in the early stages of developing a 30,000sq. ft. purpose built premises. The new building is likely to be ready for occupation by the end of 2018. These larger premises will result in an increase of job opportunities and help to facilitate our aggressive growth plans. Customer Centricity With growth continuing at a rapid rate, we are implementing controls and reporting around our customer s experiences. We monitor the customer satisfaction levels by using surveys to assess our Net Promoter Scores (NPS) across a number of areas. The introduction of our Customer Charter and customer service training videos will help to ensure that service levels are consistently high across the company. Employee Engagement As the company continues to grow, maintaining employee engagement becomes more challenging. 2016 saw the launch of INTO Focus, a programme aimed at ensuring that all new staff receive a coherent message about Focus, our history and culture. Further efforts will continue in 2017 to develop how we maximise employee engagement. Executive Board Our Executive Board sets out Focus Group s strategy to oversee and implement its core purpose to continue as a leading UK solutions provider for customers, employees and communities. 2017 will see the appointment of further board members to support the Group through its continued growth moving towards Enterprise. info@
Focus Group Europa House, 46-50 Southwick Square Southwick BN42 4FJ