Hull-based MSP, RedFez, became a Pax8 partner in January 2023. Describing themselves as an “accidental MSP”, the support they’ve received since joining Pax8 has enabled them to grow their business while positively impacting the community around them.
We caught up with Helen and Robin Thompson, Directors of RedFez, to hear how they’ve built a budding MSP alongside maintaining their commitment to creating an inclusive business landscape for all.
Doing business differently
RedFez began in 2018, when Robin and Helen decided to take the plunge and start their own business.
“It began out of a desire to use our knowledge to help people. The opportunity arose to start the business, so we just did it. It was a completely new career path for both of us, but with Robin’s background in computers and my need to work somewhere that would understand that I can’t do long hours or I’m going to have to take a break, we decided that the best employer to actually facilitate that is ourselves.” – Helen Thompson, Director at RedFez.
From the very beginning, Helen and Robin were committed to doing business differently and establishing a business model that puts people first.
“We do business differently. We display our values on our website, in our literature, and in anything else that goes out. And that’s how we’ve acquired quite a few of our clients. We’ve been deliberate about that, and we have passed customers on because they don’t fit our values, or we’ve not taken them on as a customer because of that.” – Helen Thompson, Director at RedFez.
This approach led them to connect with Pax8 in a similar way.
“We thought ‘Wow, these guys get it’. It’s about looking after the people who work for you and creating an environment where nobody wants to leave. That was probably the only thing that could have made us move provider. Everybody we’ve met at Pax8 just wants to help.” – Robin Thompson, Director at RedFez.
Building an MSP that supports inclusion in the workplace
Helen and Robin are dedicated to creating a strong values-based business, which includes providing an inclusive work environment.
“I’m disabled, and I’ve got ADHD, and Robin is autistic, so we know it’s difficult to get into any kind of job sometimes with these conditions. And that’s part of doing business differently. We’ve got a jigsaw on the table, a couple of football games, colouring books, fidget toys; all the stuff you need to take five minutes out. Our office is a place to do whatever you need to refocus and come back.” – Helen Thompson, Director at RedFez.
While they’re still a small team of four employees, Helen and Robin offer regular placements and work experience for people who want an inclusive work environment where they can feel welcomed and grow their confidence.
“We had one employee come to us on a government scheme, and he never left. And we’ve had plenty of other volunteers who have come and then moved on to other jobs. Even if they go and work for a competitor, we see it as a success because it’s changed their lives.” – Robin Thompson, Director at RedFez.
Growing beyond expectations
RedFez has grown beyond Helen and Robin’s expectations and they’re getting used to seeing themselves as trusted advisors to their clients, instead of simply providing IT support.
“Since partnering with Pax8, we’ve been able to rethink the core packages that we offer our customers and think about ourselves as trusted advisors, recommending what we think is the best solution and guiding our customers.” – Robin Thompson, Director at RedFez.
And the confidence they’ve gained since partnering with Pax8 has enabled them to grow RedFez in size and services.
“It’s definitely allowed us to think bigger and given us confidence. We know our identity now and we know what we’re offering. With one of our first clients, we’ve been able to consolidate a lot of solutions for them, and now we’re looking at 24/7 monitoring and managing devices as they’ve grown and have more people working remotely.” – Robin Thompson, Director at RedFez.
Impacting the business community
Thanks to RedFez’s growth, Helen has taken on wider community-impact work through Helen’s Wheels, a trading arm of RedFez. Through this arm, Helen advises and guides local businesses on improving their accessibility.
“For me, it’s bringing more awareness of disabilities in general and doing training with companies so that they can understand their customer journey through accessibility. It’s an integral part of a business and in doing the work with those businesses, it should have a wider community effect because they will be more aware of things they need to be doing to benefit people with disabilities.” – Helen Thompson, Director at RedFez.
Helen hopes that this work will have long-lasting and wide-reaching impact on the business community in Hull.
“The work with Helen’s Wheels has a broader community effect because we’re working with those that have got the power to do something about it.” – Helen Thompson, Director at RedFez.
And this impact also translates into some of their longer-term goals.
“I’d love to see RedFez as a team of 10 and to be known as the best IT company in the area because we’ve done it differently.” – Robin Thompson, Director at RedFez.
