When Rob Batters (pictured) joined Northdoor in 1990, fresh from a standout role at Sherwood Computer Services, he didn't just join a fledgling startup— he has helped ignite its transformation into the MSP it stands as today.
Now serving as the Director of Managed and Technical Services, Batters reshaped its tech division, establishing Northdoor as a specialist in managed services. By 1997, his strategic brilliance earned him a coveted seat on the board, marking the start of its accelerated growth.
Today, the Microsoft and IBM partner thrives with 48 dedicated team members and a £19.1m annual revenue, making it one of the UK’s fastest-growing MSPs. Reflecting on the journey, Batters remarks, “Over the years, we've made several strategic purchases. However, most of our growth has been organic, largely driven by recommendations.”
Top-tier service quality
As a key member at Northdoor for over 30 years, he believes the company's standout reputation and growth come from its commitment to innovation and focus on providing top-tier services.
Emphasising the intricacies of customer service, he contends that there's no 'one size fits all' approach for MSP businesses. Instead, he asserts, it's those businesses that deeply invest time in comprehending and intimately understanding their clients that stand out and create a significant impact.
“But you can't do any of that without planning,” he says. “At Northdoor, we prioritise clearly defining the service scope with our clients. If you misunderstand the scope, or you don't establish it correctly, you're going to get problems down the line.”
Therefore, he says that it is vital that both Northdoor and its clients are on the same page about deliverables, allowing both to plan in harmony. “This ensures that clients receive what they require, which is always our top priority, while also letting us operate profitability.”
He said when these align, it's a ‘win-win’ for everyone, adding that it would be impossible for Northdoor to provide the high-quality services it is known for without its team of devoted employees, which he believes are a significant driver of its growth.
"I have team members who have shown incredible loyalty; one has been with me for a quarter of a century and many others for several years,” he says. “Although natural transitions and changes occur, which is healthy, the essence remains with those who've been here for the long haul, all committed to delivering exceptional service."
Renewed focus on data
Even as the team has evolved over time, this fundamental principle has steered the company towards a renewed focus on providing data-centric IT services and consultancy.
“A few years ago, we refocused our priorities entirely on data,” Batters says. “Now, we're of the belief that data is pretty much the crown jewel of every organisation. We develop applications to unlock the full potential of our client’s data. Regardless of emerging technological advancements, like the recent surge in AI, I cannot see the importance of data changing anytime soon.
“Our goal is to offer managed services that guarantee the accessibility and security of data. We want to maintain our skills and remain relevant to support that.”
In line with this, the company recently adapted and updated its technologies in areas like service monitoring, automation, and cybersecurity to ensure it upholds that commitment.
He notes that security remains a key area of investment for the firm. “It's a bit of a growth area for us right now,” he says. “With upcoming legislation, like things like DORA, it's no longer optional – it really does need to be integrated into everybody's IT strategy.
“Equally, from our point of view, it is no longer good enough to say we're going to keep the trains running. Therefore, we developed a concept of managed services as a series of layers, starting from a core, and we work outwards.”
At the core layer, he said the company prioritises data protection, utilising techniques like data encryption, whether through hardware, software, or database leakage prevention tools.
Within the inner layers, there's a concentration on endpoint and user security, featuring MDR, anti-phishing mechanisms, and data leakage safeguards. On the outermost layer, the company offers ongoing vulnerability checks and penetration testing services.
“All these are offered as a comprehensive managed security service to help secure clients’ organisations,” he says.
He emphasises that this strategy, central to Northdoor's identity as an MSP, has been instrumental in fostering its success across sectors such as insurance, banking, finance, the public sector, retail, media, and charity and non-profit organisations.
Tips MSPs can’t ignore…
Batters acknowledges that driving growth in an already saturated MSP market can be tough, but he believes certain strategies can pave the way for success.
Recalling his emphasis on offering top-tier services, he asserts, "If you're not providing a service, you're in trouble."
Therefore, he urges MSPs to be attuned to their client’s needs and challenges. "We advise and manage, but we don't dictate. You've got to listen to deliver what someone's business is trying to achieve. That is absolutely essential for MSPs now because things are becoming more complex."
Additionally, he sees automation as a pivotal growth driver for MSPs. "I think you've got to automate because, without automation, growth is incredibly difficult.
“Things happen very, very quickly these days. And with automation, you can keep pace with it. There are fewer hands-on, and there are fewer things that can go wrong. That's just a simple given in this day and age."
