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Foundation

Foundation

First Focus was founded in 2003 as one of the first true managed service providers in Australia. We specialised in providing some of the first unlimited support and data centre hosted infrastructure-as-a-service plans to small business.

We grew rapidly, largely through word of mouth, supporting 30 businesses and 1000 end-users in Sydney and Melbourne. Our early success was due to our value-driven and results-oriented approach. Which meant focusing on saving clients money by recommending appropriate, cost-effective technology, and doing whatever it took to get the job done.

Growth

We’d proven that we could deliver better service and better pricing than some of the largest and best known IT companies in Australia.

In 2005 First Focus gained our first of many enterprise customers – delivering support to the 1,500 Australian staff of an oil and gas multinational.

The customer was sick of the inflexibility and lack of responsiveness of the traditional large IT outsourcing firms and was referred to First Focus by one of our clients. They took a risk with a smaller provider and we repaid it by delivering a huge increase in end-user satisfaction, at a significantly lower price point.

Transformation

Supporting enterprise level clients was the catalyst for us to overhaul First Focus from the ground up. Every system and every process was refined and tested against our new philosophy of bringing enterprise quality processes and systems, with small business-like responsiveness.

  • We implemented best-practise ITIL methodologies.
  • We recruited experienced support and management staff
  • We invested in the best available IT monitoring and management systems
  • We became an ISP, bringing MPLS networking in-house to guarantee quality
  • We allocated full-time staff to ongoing process improvement roles
  • We rebuilt our Smart Cloud hosting platform from scratch (twice!)
  • We upgraded our ticketing system to support our processes and add flexibility
  • We implemented an effective partner certification program for regional support

Maturity

The results have been exceptional, with First Focus now established as a leading alternative to large outsourcing providers. We now support over 15,000 end users across over 150 clients.

We specialise in delivering comprehensive support solutions to organisations with 20-500 seats, where a flexible responsive approach is paramount.

Our clients now benefit from outstanding service levels and a can-do approach, backed by enterprise-level infrastructure and mature quality management processes.

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At First Focus, we are best defined by our company values and our promise to you.

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