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A Case Study with James Allen, General Manager, Hi Tech ITworX
Hi Tech ITworX started in Mudgee in 2009 and has grown into a network of offices across the Central West of New South Wales, Bathurst, Dubbo, Orange, Mudgee, and Parkes, with around 20 staff serving clients from single-operator businesses up to 150 to 200 seat organisations. Being regional means they don’t get to pick a vertical. Hospitality, manufacturing, engineering, logistics, they work with everyone. That’s the point of pride: it doesn’t matter who the client is or how big they are, Hi Tech ITworX can help them out.
But there was a gap. Clients kept asking Hi Tech ITworX to handle their internet and phone services, and the team didn’t have the expertise, the resources, or the time to build that capability from scratch. It’s a significant investment to reach that level. They needed a wholesale partner who could carry the heavy lifting with them, not take it off their plate, but stand in the trenches alongside them.
Before Hosted Network, Hi Tech ITworX had worked with a couple of telco partners, and the experience left them flying blind. There was no portal to log into, no way to check the status of an order, run diagnostics on a service, or confirm a service was even working. Clients were bringing complaints about the previous provider straight back to Hi Tech ITworX. The risk was real: without a way to deliver telco services properly, they stood to lose dozens of clients they’d been trying to support.
“We were basically flying blind. Having the portal with everything we need is a game changer.”
What made Hosted Network different came down to attitude and range. The “just get it done, whatever it takes, we’ll figure it out after” mentality mirrored how Hi Tech ITworX runs itself, and it showed up in the work.
“You’re an extended part of our team. So when our clients have issues, we work together to get it sorted, whether it’s 2 o’clock in the afternoon or 2 o’clock in the morning.”
The partnership gave Hi Tech ITworX:
Today, internet and telephony aren’t the big, scary unknowns they once were. The knowledge Hosted Network shared has helped Hi Tech ITworX elevate their game and solve client problems quicker, faster, and more efficiently. They’ve expanded their service offering, won work they wouldn’t otherwise have won, and shored up a client base that was at genuine risk.
The next 12 months are about internal growth and operational maturity, refining processes, expanding the service offering, and taking on more partners and clients. With telco no longer a barrier, Hi Tech ITworX is positioned to keep growing across the region.
“Since working with Hosted Network, I’ve discovered that internet and telephony services aren’t as big and scary as we once thought. It’s helped us elevate our game and solve problems for our clients quicker, faster, and more efficiently.”
