About Us

CMS Group is a family business that provides a premium IT Support Services, Projects, Infrastructure, and Cloud Services – Nationwide, up to 24*7*365. Founded in 1990, we have been able to provide our customers with a complete strategic wraparound of their IT, ensuring that all IT goals are delivered efficiently and cost-effectively.

Our Company ethos is “Service and Support”. Our longest running customer relationship spans in excess of 20 years which highlights CMS Group’s commitment and dedication to delivering a strategic value-add to IT Services. Our continual educational training programmes for our employees keep our in-house skill set sharp.

Ultimately, CMS Group is a perfect fit for businesses who are looking for high quality IT Support. Businesses which are looking for more than just a remote IT support company, but instead one which takes full ownership over issues (including managing 3rd Parties). And businesses which want an IT partner who can work closely with them to develop their IT strategy and projects.

Why CMS?

Our focus is to build a long-lasting, strong partnership with our customers whereby on top of delivering great support, we work closely to create an IT Strategy that ensures IT supports the business objectives and assists the business is growing.

Nationwide Coverage

Whether you have a single site or many across the country, we can help. Both with remote support and on-site support. The below image shows you the locations of our customer’s sites:

Key Behaviour

Our Attitude

Amongst our customers, CMS has built a reputation for being both highly skilled as well as going above and beyond. We work intimately with our clients building strong personal relationships. I would encourage you to request references, but for now, this quote summarises the point:

“… I thought I should drop you a line to say how impressed I am with the team of engineers that are assisting us with the roll out … without a shadow of a doubt, had we engaged ‘standard’ engineers we would have struggled to complete this project within the time constraints put upon us … As a company you have obviously decided that recruitment based on a ‘can do’ attitude is as important as the IT skills of a particular engineer and for this you should be commended …”

David Kelly, IT Director at QHotels

Our Detail

At the start of every relationship, we carry out an extensive Take On Procedure. We know that you cannot provide the level of service we do without this. Failing to do this means that in the best-case scenario, the support will be underwhelming and ineffective. We take the process very seriously by:

  • Conducting site audits.
  • Speaking to 3rd parties – learning how their systems work, the effect on the customers’ business should the 3rd parties’ system become unavailable, how to make the 3rd parties system more resilient, correct paths for escalation, history, and so on…
  • Introductions to users and key personnel.
  • Conducting a health check on the infrastructure to understand strengths and where potential issues may arise.

Our Documentation

All information gathered in the take-on process is shared with the customer and throughout CMS Group. This allows every support engineer to have a thorough understanding of your infrastructure and for you to have a clear picture of what you have.

Our Flagging

The aim is to create a seamless relationship, as though we are a part of your internal team. We look to offer advice where possible. This may be from highlighting concerns picked up from an audit/health check, from identifying repeat trends in cases logged, or by recognising a concern. We then whiteboard potential options to establish the one that makes the best sense operationally and commercially.

We hold recurring meetings to review all support calls, themes and issues. We then may look to drill down into the problems root cause and make it a focus to stop the necessity for those calls going forward.

Full Ownership

Ultimately, we take full ownership over whatever we are tasked with – be it by managing 3rd Parties, doing whatever is necessary to provide a solution, account management (e.g. managing renewals or projects), or ensuring risk aversion (e.g. CAB – expanded upon in section 3 under Risk Mitigation).

Our Size

Vs Smaller

  • We employ our own resource (opposed to subcontracting it out) meaning we have very strong internal technical abilities which can be leveraged in our free-of-charge consultation/whiteboarding sessions.
  • We have ready availability of staff to ensure there is no delay in requirements. This is proven (as an example) by our service delivery to Village Hotels who have 30 sites nationwide.
  • We can assist with a complete range of requirements, meaning that when you want someone to develop a strategy, we are fully equipped to assist.

Vs Larger

  • We are not too big that you become unimportant. You are someone who means something to us and your dedicated account manager is there to emphasise that.
  • Our internal communications are fluid – be it relating to the ease of our customers getting through to the correct department or the ability for customer information to reach and be made aware of by all relevant internal contacts so that everyone is up to date. In larger companies, there can be a disconnect.
  • We can be more flexible – e.g. we can develop processes for you or flex around your requirements. We can also respond faster to change as we are not trapped to deeply by our own policies.
  • We build excellent relationships with our customers that are both professional and friendly. You need simply ask any of our clients and will find that we have strong relationships with our Account Managers to Engineers. This is made possible through familiarity which is not always possible for larger companies.

What Next?

  • Call 02080 166 600
  • Email hello@cms-group.net

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