Trafalgar House Statement
Customer Summary
From: Stephen Wright, Head of IT
For over a decade, Trafalgar House has been committed to delivering expert third-party pensions administration services. Central to our success has been our strategic focus on technology, recognising it as a critical enabler for driving the highest standards of service and client care. Technology is not just a support function; it is pivotal to everything we do, from improving operational efficiency to enhancing the experience we provide to our clients. Our continuous investment in technology is vital to maintaining our position as a leader in pensions administration. Finding the right technology partner is crucial to ensuring that our business continues to thrive. Stephen Wright, Head of IT at Trafalgar House, explains how our approach to selecting the right partner plays an essential role in our success.
How does the solution Exponential-e provide benefit your organisation and your clients?
At Trafalgar House, we understand the essential role technology plays in delivering on our strategic goals. However, we also recognise the need for expert partners to help us achieve these goals. As a pensions administration business, building the necessary in-house expertise to manage complex infrastructure, data centres, cybersecurity, and end-user computing would be costly and inefficient.
After an extensive review process, we chose Exponential-e as our technology partner in 2016. This partnership has been instrumental in transforming our IT services and ensuring that we stay ahead in an increasingly digital world. A key factor in this decision was Exponential-e's ability to provide access to specialised skills across all areas of IT delivery, from their ITIL-compliant service desk to their infrastructure and cybersecurity experts.
By partnering with Exponential-e, we can focus on our core business objectives - delivering exceptional pension administration services - while having confidence that our IT infrastructure is secure, resilient, and expertly managed. This solid technology foundation allows us to continually innovate, driving improvements in efficiency and service quality that directly benefit our clients.
The partnership has also improved our internal operations, with our team consistently giving positive feedback on the systems and services provided, demonstrating the value of having the right solutions in place.
In the end, having the right technology partner is not just beneficial; it is fundamental to our success as a business. Exponential-e enables us to leverage technology in a way that supports our mission to set the highest standards in pensions administration, ensuring we continue to deliver value and quality to our clients.
What qualities do you believe are important in a technology partner?
While having the right technology stack and infrastructure is essential for delivering an outsourced IT service, there's much more to consider when selecting a technology partner:
At Trafalgar House, values are central to our business and one of the key reasons our clients choose to work with us. Trust, transparency, and collaboration are at the core of our approach, driving the decisions we make and the services we deliver. These values are not just internal; they are what set us apart in the industry. For this reason, cultural alignment is just as important as technical capabilities when choosing a partner. We seek partners who share our values, enabling us to have open and constructive conversations about challenges, evolving needs, and opportunities for improvement without a blame culture. This mutual understanding fosters a collaborative relationship focused on continuously enhancing our technology solutions and ways of working, ensuring long-term success for both businesses and delivering exceptional value to our clients.
How do you see the future of your partnership with Exponential-e evolving?
As Trafalgar House continues to grow and innovate, technology will be at the heart of our future ambitions. Our partnership with Exponential-e will play a critical role in helping us achieve these goals by providing the robust, agile, and secure IT infrastructure needed to support our expansion. As we strive to enhance our services and explore new opportunities, we see our relationship with Exponential-e evolving to ensure we remain at the cutting edge of technology. Together, we will continue to identify and implement innovative solutions that drive efficiency, improve client experiences, and support our long-term strategy of being the leading provider of pensions administration services. Technology is the foundation on which we build our success, and having a trusted partner like Exponential-e will ensure we are always ready to adapt and grow in a rapidly changing digital landscape.
Could you share a "stand-out" moment where Exponential-e excelled?
While it might sound like a cliché, we strive for excellence every day, and Exponential-e shares this mindset. They have supported us through numerous transformation projects, helping us redefine how we deliver IT services to our team members and clients. Rather than highlighting a single moment, I'd say that their consistent delivery of exceptional service stands out. This is reflected in our 'voice of the customer' feedback, where 98% of responses over the past 12 months have been positive.
Whenever we face a service issue or incident that could impact our ability to serve clients, Exponential-e has consistently provided the responsive support we need. This reliability, especially in critical moments, is one of the standout aspects of their service and a key reason for the strength of our partnership.
Are there any individuals at Exponential-e you feel consistently go above and beyond?
Our relationship with Exponential-e is based on teamwork and collaboration. Everyone involved in delivering IT services plays an important role in our success, and we greatly value the contributions of the entire team.
That said, I have an especially strong working relationship with Neil Smith, our Service Manager. Neil does an exceptional job of coordinating all the components of Exponential-e's service delivery, ensuring everything runs smoothly. Additionally, we work closely with the Service Desk
team and various subject matter experts, all of whom provide a high level of support and expertise. The collaborative efforts of these individuals have been instrumental in delivering the service excellence we expect.
At Trafalgar House, we understand the essential role technology plays in delivering on our strategic goals. However, we also recognise the need for expert partners to help us achieve these goals. As a pensions administration business, building the necessary in-house expertise to manage complex infrastructure, data centres, cybersecurity, and end-user computing would be costly and inefficient.
After an extensive review process, we chose Exponential-e as our technology partner in 2016. This partnership has been instrumental in transforming our IT services and ensuring that we stay ahead in an increasingly digital world. A key factor in this decision was Exponential-e's ability to provide access to specialised skills across all areas of IT delivery, from their ITIL-compliant service desk to their infrastructure and cybersecurity experts.
By partnering with Exponential-e, we can focus on our core business objectives - delivering exceptional pension administration services - while having confidence that our IT infrastructure is secure, resilient, and expertly managed. This solid technology foundation allows us to continually innovate, driving improvements in efficiency and service quality that directly benefit our clients.
The partnership has also improved our internal operations, with our team consistently giving positive feedback on the systems and services provided, demonstrating the value of having the right solutions in place.
In the end, having the right technology partner is not just beneficial; it is fundamental to our success as a business. Exponential-e enables us to leverage technology in a way that supports our mission to set the highest standards in pensions administration, ensuring we continue to deliver value and quality to our clients.
What qualities do you believe are important in a technology partner?
While having the right technology stack and infrastructure is essential for delivering an outsourced IT service, there's much more to consider when selecting a technology partner:
- A broad range of skills and subject matter expertise - Technology outsourcing and digital transformation are strategic decisions that enable us to enhance our capabilities. This requires a partner with engineering expertise across a variety of areas including networking, server management, end-user support, and cloud solutions, alongside critical skills in cybersecurity.
- The right expertise in the right place - It's not just about having the right skills; it's about deploying them effectively. Our technology partner must be able to deliver the necessary capabilities for projects and change management while also responding to and solving issues promptly and efficiently.
- Demonstrable governance - In a fast-moving technology landscape, it's vital that networks, infrastructure, and systems are managed with a strong focus on governance and established procedures. Service reporting is equally important, providing regular touchpoints to assess the effectiveness of service delivery and identify areas for improvement.
At Trafalgar House, values are central to our business and one of the key reasons our clients choose to work with us. Trust, transparency, and collaboration are at the core of our approach, driving the decisions we make and the services we deliver. These values are not just internal; they are what set us apart in the industry. For this reason, cultural alignment is just as important as technical capabilities when choosing a partner. We seek partners who share our values, enabling us to have open and constructive conversations about challenges, evolving needs, and opportunities for improvement without a blame culture. This mutual understanding fosters a collaborative relationship focused on continuously enhancing our technology solutions and ways of working, ensuring long-term success for both businesses and delivering exceptional value to our clients.
How do you see the future of your partnership with Exponential-e evolving?
As Trafalgar House continues to grow and innovate, technology will be at the heart of our future ambitions. Our partnership with Exponential-e will play a critical role in helping us achieve these goals by providing the robust, agile, and secure IT infrastructure needed to support our expansion. As we strive to enhance our services and explore new opportunities, we see our relationship with Exponential-e evolving to ensure we remain at the cutting edge of technology. Together, we will continue to identify and implement innovative solutions that drive efficiency, improve client experiences, and support our long-term strategy of being the leading provider of pensions administration services. Technology is the foundation on which we build our success, and having a trusted partner like Exponential-e will ensure we are always ready to adapt and grow in a rapidly changing digital landscape.
Could you share a "stand-out" moment where Exponential-e excelled?
While it might sound like a cliché, we strive for excellence every day, and Exponential-e shares this mindset. They have supported us through numerous transformation projects, helping us redefine how we deliver IT services to our team members and clients. Rather than highlighting a single moment, I'd say that their consistent delivery of exceptional service stands out. This is reflected in our 'voice of the customer' feedback, where 98% of responses over the past 12 months have been positive.
Whenever we face a service issue or incident that could impact our ability to serve clients, Exponential-e has consistently provided the responsive support we need. This reliability, especially in critical moments, is one of the standout aspects of their service and a key reason for the strength of our partnership.
Are there any individuals at Exponential-e you feel consistently go above and beyond?
Our relationship with Exponential-e is based on teamwork and collaboration. Everyone involved in delivering IT services plays an important role in our success, and we greatly value the contributions of the entire team.
That said, I have an especially strong working relationship with Neil Smith, our Service Manager. Neil does an exceptional job of coordinating all the components of Exponential-e's service delivery, ensuring everything runs smoothly. Additionally, we work closely with the Service Desk
team and various subject matter experts, all of whom provide a high level of support and expertise. The collaborative efforts of these individuals have been instrumental in delivering the service excellence we expect.
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