Meet the team
With years of experience, our team provide award-winning IT Support to businesses in Halifax, Huddersfield, Bradford and Leeds. Our focus on affordability and flexibility means we work with businesses of all sectors and sizes – from supporting new businesses and start-ups, through to large, multi-site organisations.
We partner with some of the biggest firms in tech – from Microsoft through to Sophos Security – meaning you’ll benefit from the latest, state-of-the-art tech from a local Yorkshire-based firm.
Together, our team has over a hundred years combined experience in IT Support, systems and tech consultancy – probably making us the most experienced team in Yorkshire!
A message from our founder
Hi there,
Welcome to Urban!
If there’s one thing I’ve learnt since founding Urban 20+ years ago, it’s that, ultimately, everything comes down to trust: Building trust with our customers.
Trust isn’t something that can be bought – it has to be earned. But how do you do that? You recognise and understand what customers actually want and expect from their IT partner.
This ultimately comes down to three principles – and the key is getting all three right at the same time:
- Responsive: Time costs money. The longer IT systems are down, the more it costs you in lost revenue, productivity and staff-time. Firms quite rightly expect their IT firm to respond immediately to critical issues – not waiting days only to find their ‘ticket’ is ‘stuck in a queue’. We get that. Rather than logging everything online, or through some online ‘customer portal’, we encourage our customers to ring our Halifax-based Helpdesk – meaning we’re there, dealing with the issue immediately, and understand exactly what the problem is. Oh, and we speak in plain English (rather than tech-jargon)!
- Proactive: Rather than just lurking in the background, reacting to faults, questions and issues as they emerge, firms expect their IT company to proactively recommend new, innovative tech to help them grow. I personally speak to all of our customers – so truly understand what your business strategy and goals are, allowing us to spot where a new piece of tech (i.e. a new customer-management platform or eCommerce system) will really benefit your firm. Ultimately, when you do well, we do well – so that partnership really is key!
- Affordable: Finally, regardless of whether you’re a small, one-person firm, or large multi-national, the price has got to be right. We get that, especially with COVID, budgets are tight – so we price fairly and competitively. We’re not the type of firm that would charge over-the-odds for an out-of-hours call-out, or bill by the minute – we’re fair, and upfront with our prices.
So why do so many IT firms seem to find it so difficult to get the balance between all three right? Simple reason: They over-commit themselves. They start off small, then grow big – and fail to invest in their staff and build that customer trust – meaning response times slip, knowledge declines and customer satisfaction falls.
The point that we’re one of Yorkshire’s oldest, most long-standing IT firms proves we’re different. We’ve still got customers that have been with us since Day 1 back in 2002.
I’m proud of what we’ve achieved – and the fact that we’ll openly put you in contact with some of our existing customers means you get a true, accurate account of how we run.
Got a question or want to find out more? Feel free to drop me a message ([email protected]) and we’ll have a chat!
Tom Stanley.
Founder, Urban IT Support
