In today's fast-paced and digitally-driven business landscape, the role of technology has never been more critical. Unfortunately, businesses that fail to leverage its advantages not only risk lagging behind competitors but are also more prone to setbacks in their day-to-day operations. That’s where IT solutions companies come in, and among them, Arkafort stands out as a leading local business, offering tailored IT solutions for businesses of all scales. Whether it’s providing IT support services and consultancy, infrastructure solutions, software development, hosting, or cloud services, Arkafort provides a comprehensive solution package.

In an interview with Owen Borg, Arkafort’s Client Relationship Manager, we delved into the company's origins, strategies, and core values.

Reflecting on Arkafort's humble beginnings, Owen recalls its inception back in 2012 by co-founders Justin and Gordon. Starting as a two-person team operating from a garage, the company flourished through its very own supportive culture, which prioritises employees’ personal and professional growth. According to Owen, at Arkafort, “Employees are more than just a number - you’re not just another employee.” The company's focus on growing employees' skills and supporting their personal development has been instrumental in its success.

Moving on to discussing Arkafort’s mission, Owen articulates it without hesitation: "Our goal is simple: to make technology easy and accessible for businesses of all sizes." He elaborates that they aim to provide clients with comprehensive IT support, helping them grow and expand into new horizons. Expressing genuine pride, Owen shares that their greatest satisfaction comes from “witnessing small businesses start from scratch and, with our assistance, flourish over time,” underscoring Arkafort’s focus on fostering meaningful collaborations besides finding technical solutions. Highlighting client success as one of Arkafort’s core values, Owen notes, "In essence, assisting clients’ growth supports our own. Every client, regardless of size, receives our full support as we also recognise their growth potential."

In addition to prioritising clients’ growth, Arkafort also focuses on establishing strategic partnerships with industry leaders to enhance their service offerings. Citing their Gold Partnership with Acronis as an example, Owen explains that through this collaboration they offer end-to-end cybersecurity and backup solutions. “This ensures our clients receive top-notch protection against cyber threats, enhancing their confidence in our services,” he adds.

At the core of Arkafort's approach is a commitment to human-centred client relations. Owen explains that their service goes beyond offering generic technical support. "Each business has its own needs, concerns, and priorities, so using a one-size-fits-all approach doesn’t quite cut it," he claims. This personalised approach allows the company to build a long-term rapport with clients, based on trust.

As a Client Relationship Manager with previous experience in IT support, Owen bridges the gap between technical complexities and client demands. He explains that once he understands the client’s issue, he can anticipate the technical requirements of the IT support team. Owen’s past role as an IT support agent at Arkafort enables him to effectively facilitate such communication and simplify issue resolution.

Owen also points out that while many companies nowadays opt for overseas call centers or chatbots for the sake of time efficiency, Arkafort takes a different approach, prioritising the delivery of a personalised service that fully addresses clients’ needs. “We strive to be more than just a customer call centre,” he emphasises, “we’re after providing a holistic service that’s tailored to each client’s unique needs."

Owen further highlights Arkafort’s commitment to going above and beyond for clients, vouching for the impact of personal interactions such as face-to-face meetings or phone calls. He also illustrates how their support occasionally extends beyond their remit to ensure clients are fully supported: “Say the issue is with a service provider, like a cable problem that’s beyond our control; we still take the initiative to explain the situation, direct them to the appropriate contact, and offer the best support we can. It's a two-way street; providing genuine assistance often leads to reciprocal cooperation, preventing potential escalation.”

Since Arkafort prides itself on proactive operations, we were keen to understand how this translates into their daily practices. Owen explains that they regularly conduct rigorous risk assessments, schedule preventive maintenance, and ensure ongoing monitoring to pre-empt potential issues. "While we could opt for a reactive approach, we know its limitations far too well — it's like removing the cobweb but ignoring the spider issue.” Expanding on Arkafort’s proactive approach, he claims, “Our automated processes ensure clients' IT systems remain secure and optimised for peak performance, providing them with the peace of mind they need. We’ve had instances when a client’s connection went down at 4:00 AM, and we were already aware of the issue four hours before our client arrived at work. That’s the essence of our proactive approach.”

When asked about their strategy for onboarding new clients, Owen replies decisively: “While it may sound old-fashioned, we firmly believe that the most effective way to acquire new clients is through referrals from satisfied clients. When you consistently deliver an efficient service that adds value, word spreads naturally, essentially doing all the marketing for you.” That being said, Arkafort also uses conventional methods such as their website, social media, and other channels to increase their visibility and promote their services.

Looking ahead, Arkafort aims for steady growth, but Owen warns against the risks of expanding too quickly. “Although having a lot of clients is great, there’s the risk of neglecting one’s current client base or deviating from one’s core values. So, striking a balance is key. This is why we’re always monitoring our progress and taking two steps forward and one step back; we want to ensure our growth is strategic.”

Clearly, Arkafort's approach to IT services extends beyond mere technical support. For them, success starts with taking care of their own employees, and helping them grow both personally and professionally. Prioritising strong, long-term relationships with clients, they strive to offer a tailored, holistic service that goes the extra mile. Being open to innovation and forging strategic partnerships, as shown in their Gold Partnership with Acronis, helps them deliver proactive solutions, enabling businesses to thrive, regardless of size. This approach has brought them numerous satisfied clients and referrals, expanding their client base. That said, they strive to grow strategically, approaching client onboarding with caution to make sure their current clients remain fully supported.

As the interview draws to a close, Owen wraps up by sharing the core ethos that drives Arkafort forward: “Although Arkafort is a technology company at heart, our primary focus remains on people.”