Quest for operational excellence rises up the agenda

This month we highlight the actions taken by channel leaders as they seek to achieve operational excellence – including the drive for efficiency through automation and AI initiatives. We also bring to the surface what's top of mind for leaders in 2025 across other critical areas, inclusive of security, ESG and leadership progression.

JULIE BISHOP,
CEO, IT NATURALLY

Sustainability is our top priority. We already offset our carbon footprint annually, fully recycle and use renewable energy. As a B Corp we have been analysing emissions from our suppliers, shifting spending to carbon-neutral partners. We aim to double our efforts this year. Automation comes next which we use it to streamline processes behind the scenes. Through partnerships this year, we aim to enhance efficiency - without losing our human touch.  AI is a space we’re watching and are eager to learn from others. Tools like Microsoft AI are already reducing admin burdens, aligning policies and improving productivity.

CARL HENRIKSEN,
CEO, ORYXALIGN

Cybersecurity Resilience is our priority, reflecting the evolving threat landscape where ransomware attacks increased 37 per cent in 2024. We're deepening capabilities in zero-trust architecture, threat hunting and incident response to deliver better protection that adapts to emerging risks. AI Integration ranks second and we're building knowledge in machine learning operations, predictive analytics and automated incident resolution. This allows us to offer AI-enhanced solutions that improve our effectiveness, accelerating problem/incident resolution through intelligent automation. Addressing the growing imperative for environmentally responsible IT operations rounds out our focus areas. We aim to further embrace sustainable practices and technologies to reduce our environmental impact and empower clients to meet their own sustainability goals.

CONOR CALLANAN,
CEO, CORE TECHNOLOGY SYSTEMS

Our 2025 priority is customer-centric growth. By enhancing service delivery through AI, automation, data insights and an expanded digital services portfolio, we’ll drive higher retention, cross-sell and upsell opportunities while continuing to increase organic revenue growth. Priority two is optimising systems and processes while leveraging AI to enhance customer, employee and partner experience, and improve performance and EBITDA. This ensures we can meet increasing demand, without compromising quality or margins. Priority three is strengthening relationships with key partners like Microsoft and adding new platform and service partners. This will accelerate solution innovation and broaden market reach.

CATHERINE LEAVER,
CPO, COLT TECHNOLOGY SERVICES

Colt will continue to invest in leadership development, rolling out our new Aspire to Lead programme designed for the next generation of leaders. We’ll also build on the success of our Stepping into Leadership programme for those newly promoted to leadership positions. Advancing our AI capabilities is key as we explore ways to reimagine our customer and partner experience, boost digital infrastructure and enhance accessibility and productivity. As change is a constant in our industry we will invest in upskilling our people in change management.

PAUL HOOPER,
CEO, UPLANDS ONETELCO

First, we’re simplifying processes through automation, making it faster and easier for businesses to get what they need, because efficiency drives progress. Second, we’re embedding sustainability into everything we do, championing the circular economy to help businesses to cut waste and extend the life of their tech. Finally, we’re investing in our people, equipping them with the tools, knowledge and confidence to deliver meaningful support that leaves a lasting impression.

JAY BALL.
CEO, FLOTEK GROUP

Cybersecurity is our top priority. With more businesses realising the serious impact of cyberattacks, enhancing our skills will help us better protect clients. Second, we're investing in automation with AI. By automating processes with AI technology, we can scale up quickly without needing to hire continuously. Using AI also means we're constantly adding skills and gaining another level of intelligence. Lastly, we're improving our marketing strategies to keep up with trends as customer buying habits change.

IAN DUNSTAN,
MD, COBALT COMMUNICATIONS

First, we're using AI tools to automate sales and support, making things run smoother and faster for everyone. This means quicker responses and happier customers. Second, we're closing the gaps in unified communications with mobile converged SIMs. Lastly, we're making compliance a breeze for our customers, helping them stay on top of regulations.  Cybersecurity should be in the top three but was and has been a big part of the business for many years – this is ever-evolving.

PETE TOMLINSON,
CEO, WINDSOR TELECOM

Customer success teams are at the core of ensuring every customer gets the most out of their investment in technology, so we’ll be investing in more specialists. We also believe in making technology accessible to businesses of all sizes so we’ll continue to invest in our sales and service teams, but also in the product and proposition experts who tailor our solutions. Finally, automation will be critical as we leverage a significant investment over the past year in our systems stack.

ANTHONY KARIBIAN,
CEO, BONLINE

Our main priorities are building out the partner channel, AI and expanding the features we offer small businesses. For the partner channel, it’s about finding experienced channel managers who can build a network of referrers, plus utility and card payment brokers, that want a process to resell VoIP and fibre to their client base. For AI, it’s about growing the team that is helping small businesses adopt AI. Lastly, it’s about strengthening our UX skills so all new features can be set up and managed by our customers with no human intervention.

JAMIE HUGHES,
UK SALES DIRECTOR, EVOLVE IP

Evolve IP is enhancing communication with training in presentation skills and concise discussions. This is crucial for building strong relationships with partners, ensuring alignment and avoiding misunderstandings. Effective communication across internal teams and external stakeholders minimises inefficiencies and missed opportunities. Leadership is another priority. This involves inspiring and aligning teams and partners toward shared goals. We include leadership training and progression plans in individual development. Finally, effective project management is vital for coordinating initiatives like product launches and marketing campaigns. Planning, executing and tracking projects ensure they meet timelines, budgets and standards.

HARRY BOWLBY,
MD, SPITFIRE NETWORK SERVICES

Number one is increasing security experience across our team as we believe 2025 is the year businesses will start to take private networks far more seriously. Any connected device can be exposed and compromised so we recommend that customers place connected devices behind a secure private network. IoT remains a focus. Its use cases are endless, however, what is being neglected is the consideration around IoT security, in particular the security of private networks that deliver connections to IoT devices. Another key area for Spitfire is continuing to develop members of our team to deliver an excellent level of service and support.