TL; DR: Since 2008, totality services has built a reputation for providing London businesses with tailored IT services and high-quality support. The company focuses on achieving the highest levels of customer satisfaction, whether it’s helping clients with security, hosting solutions, or compliance. Moving forward, totality services has its sights set on helping its growing client base — in London and beyond — to foster business agility in an evolving tech landscape.
The tech industry is notorious for poor support — and, believe it or not, certain IT providers like it that way.
According to a 2016 New York Times report, some tech organizations intentionally present users with poor or slow customer service. Their end goal? To frustrate users into upgrading to a premium support plan.
totality services, a London-based provider of end-to-end IT solutions, takes the opposite approach. The company trains support specialists to provide rapid, reliable, and knowledgeable service right off the bat — and talk to clients in plain English while doing it.
The company’s IT services include help from an experienced, dedicated account manager who is available around the clock. Solutions include security, support, and hosting, among other services.
“We’re very particular in the way we hire our staff,” said Luis Navarro, Co-Founder of totality services. “It’s not enough to be an amazing technical person with zero service skills. We only hire amazing service people with knowledge of or a keen interest in tech, and then we put them through our training program.”
Support staff at totality services study the technical systems of the businesses they assist in-depth to suggest improvements and address pain points. The result is a friendly, tailored tech support experience that helps companies eliminate the burden of technical headaches and instead focus on their core business objectives.
London’s Award-Winning IT Provider Since 2008
totality services was founded in 2018 by Luis and his childhood friend Pedro Martins.
“We knew each other since we were 11 years old,” Luis said. “Our dream was always to have a business together, which eventually led to us starting totality services as a hobby business.”
Pedro has always been a tech nerd, while Luis has a knack for sales and marketing. From the start, the pair’s talents blended nicely in the UK market — where Luis said most managed service providers (MSPs) are run solely by tech-minded individuals. Up until four-and-a-half years ago, Pedro and Luis worked around the clock on their respective full-time jobs while also running totality services.
“We had these high-paid, blue-chip company jobs in addition to about 30 clients at totality services,” Luis said. “We had no social life, working through the day in our full-time jobs and on evenings and weekends on totality. Then we said ‘enough’s enough — we need to have our lives back,’ and went full-time on the company.”
Today, totality services delivers managed IT solutions to approximately 130 companies across all industries, including the financial services, architecture, education, and real estate sectors. The company is technologically agnostic, supporting everything from Windows to Mac and Microsoft 365 to Google Workspace.
totality services also focuses on safeguarding businesses by using the most cutting-edge cybersecurity solutions possible.
“We’re doing IT security reviews on all of our clients now, every six months,” Luis said. “The tech world is changing so quickly; we always want to protect our clients and make sure they get best of breed when it comes to security.”
Fostering Business Agility in the Pandemic Era
Pedro and Luis chose the right time to direct 100% of their efforts to the managed IT space. The company scaled dramatically from 2020 on, growing its revenue year-over-year while maintaining a client retention rate of 98%.
“So we’ve gone from turning over less than half a million pounds a year to more than 3 million last year,” Luis said. “We have almost 35 staff now, and we support 3,000 users.”
The team faced a significant test in moving thousands of its clients’ employees to remote setups over the past year and a half .
“We transitioned staff members from an office environment, where we’re managing one network at each client site, to home networks while handling all the issues that brings from a support and security perspective,” Luis said.
According to client feedback, the company overcame these pandemic-related challenges quite successfully.
“We have just completed onboarding with totality,” said one client in a review on Trustpilot. “The entire process was arranged and carried out with utmost professionalism, extremely prompt turnaround, and an attention to detail that was sorely lacking with our previous IT support. We look forward to a productive working relationship with a fantastic service provider.”
By serving as an extension of clients’ teams, totality services frees up employees to focus on what’s really important — growing their businesses.
“We basically become our clients’ IT departments,” Luis said.
Prioritizing Customer Service and Corporate Social Responsibility
In June of this year, totality services announced that it had been granted the ISO 9001:2015 business certification, which recognizes high-quality management, strategic leadership, and a customer-centered business model.
“‘Following an in-depth assessment, totality services have been praised for delivering a high and consistent standard of quality in the goods and services that we provide to our clients,” Pedro said in a recent press release. “The achievement of this accreditation highlights this perfectly.’
In addition to its customer-first approach, totality services adds a human touch to the tech industry by supporting charity and not-for-profit organizations. The company’s goal is to help these clients generate income, manage costs, and comply with regulatory requirements.
totality services also pursues charitable efforts of its own. In June, the IT service provider partnered with the grassroots charity CC Foundation in the launch of its Laptop Library. The initiative, designed to assist the nation’s most underprivileged children, allows hundreds of children to borrow laptops for educational purposes.
“We donated a large number of laptops, which kids in East London borrow when they need to do their homework or pursue other educational endeavors,” Luis said. “The timing is perfect — so many kids have missed out on school during the pandemic. Now they can catch up; they can take a laptop home, do their work, and then bring it back the next day.”
The Goal: To Lead the London Market and Beyond
The future looks bright for totality services.
“We’re on a very steep growth path,” Luis said. “London is such a big market — we’ve only slightly scratched the surface. We still get so many leads every single week, and we’re converting at a really high rate. For now, our plan is to focus on the London market. And then we can look further afield.”
Thanks, in part, to the company’s managed IT solutions, totality services’ customers are also growing.
“We have clients who are opening offices in New York, for example, and in Dubai. So there could be a natural transition for us to follow some of these clients into regions where they’ll need support, grow a division there, and capture some of those markets.”