MSP 501 Profile: tTech Limited First Jamaica-Owned IT Services Company

Company Name: tTech Limited
Company MSP 501 Rank: 461
CEO: Christopher Reckord
Headquartered: Kingston, Jamaica
Primary Services:

Twitter: @tTechLimited

Jamaica-based provider tTech Limited has overcome some pretty unique challenges, being in the market that they are. Not only does the shop provide the majority of its services remotely, but they also need special software applications to deliver their services.

CEO Christopher Reckord talks here about the company’s extremely interesting position and perspective, and how their efforts have paved the way for them to impressively scale up.

Channel Futures: What was the single biggest technology or business decision that drove your company’s growth in the past year? How did it do so?

tTech’s Christopher Reckord

Christopher Reckord: tTech Limited is a unique IT services provider in Jamaica in that it provides the majority of its services remotely — and more importantly, proactively.

As such, we need special software applications to execute and deliver our services. In other words, a remote monitoring and management (RMM) application. We also require tools to track all support activities and ensure invoices are generated accurately and timely. This is the professional services automation (PSA) application.

In 2017, we completed the installation of new RMM software that allows us to remotely support a wider range of customers and scale the delivery of our services. Toward the end of 2017, we completed the first phase of our process upgrades with the implementation of our new PSA software, paving the way to scale up in 2018.

The newly implemented PSA tool will capture customer feedback for our services in almost real time giving us the ability to continuously measure customer satisfaction, and opportunities for improvement on an ongoing basis. We selected Continuum as our RMM tool, and we selected ConnectWise as our PSA tool.

In 2017 tTech also significantly increased its marketing efforts, both traditionally and digitally. On the traditional side, in addition to print media advertising, we began hosting a number of in-person thought leadership breakfast presentations around topics that the IT leadership of existing customer and prospects organizations would find valuable.

CF: Aside from being located in Jamaica, how does your organization differentiate itself from other MSPs?

CR: tTech Limited is the first Jamaica-owned IT services company to be listed on the Jamaica Stock Exchange (which Bloomberg listed as the best performing stock exchange in the world in 2018 and 2015). As a result of this, the required governance structure has placed tTech in the spotlight and also as a trusted brand in the Jamaican marketplace.

tTech’s success from inception is based on strategic focus around fundamentals which include among other things: developing a talented highly engaged team of…

…professionals, intense focus on the customer, focus on a specific target segment, constantly improving our processes and having a deep understanding how we provide value. Developing a talented, highly engaged team, tTech is growing and we continue to invest heavily in training and expanding our succession planning throughout the company.

The organization made investments in a hands-on action-based consultant-led program with the aim to improve and increase the engagement of the entire team, beginning with the leadership team. The renewed energy and extremely positive internal survey indicate that we are moving toward that supportive, responsive, continuously improving team. This in turn positively affects our culture, customer engagement and ultimately improved profitability and growth.

CF: Where do you see your biggest growth areas in the next 12-24 months?

CR: tTech is in a unique place in the Jamaican market. Although the country is dotted with “IT guys” and small VARs, there are no other IT service providers whose primary focus is on delivering proactive IT support. Most businesses in Jamaica don’t understand the term “MSP.” With over 100,000 businesses registered in the island, tTech has a major opportunity to deliver its suite of services. However, we need to continue to educate the market. The biggest growth areas will include IT security-related services and infrastructure remote monitoring and management (RMM).

Information technology is very complex and in order to deliver real value to our customers, we initially focused on outsourcing the management of their IT infrastructures because skills required to manage infrastructure do not contribute directly to growing a business. We continue to see increased opportunity in this area as we spent more time educating the market on cost vs value in their IT systems. IT security breaches have been on the increase in Jamaica and our team has definitely seen an increase handling incident response for companies hit with ransomware attacks. Over the next 12-24 months, tTech will continue to be on the lookout for mutually beneficial partnerships, including acquisition opportunities, while continuing to execute on our strategic plans including the exploration of growing revenue outside of Jamaica.