Neosurf Services
Industry: Outsourced Services
Client: Nikki Baker, Chief of Staff
Overview
Neosurf Services, established in 2013, provides outsourced services, with a team of 50 employees - and growing. As the business expanded, the complexity of their IT needs grew beyond their internal capabilities. As such, the business’s IT needs were also growing quickly, and it became clear they needed outside help to keep everything running smoothly.
The challenge
The conversation
The solution
The results
The feedback
The challenge
In the early days, IT was managed in-house by the leadership team. Nikki and her colleagues were responsible for everything from troubleshooting to setting up laptops for new hires. While this worked when the team was small, it just wasn’t feasible as the company grew and more employees started working remotely.
“Our IT was completely ad hoc,” Nikki explains. “It was mostly us juggling things on top of our actual jobs, and that just wasn’t going to work anymore.”
At the same time, Neosurf was preparing to rebrand, which included migrating their email systems from Amack to Neosurf Services - a big technical task. On top of all that, the company needed to complete its first SOC 1 accreditation, a critical certification for working with key U.S. partners. For a team with no experience in such certifications, it felt like a lot to take on all at once.
The initial conversation
The solution
Neosurf decided to bring in Hexagon IT, and it was a perfect match. Nikki recalls being impressed by how approachable and professional they were: “They really listened to what we needed and didn’t try to push anything on us that wouldn’t work for our size or situation. They just got it.”
Hexagon IT stepped in to handle the heavy lifting. One of their first projects was helping Neosurf through the SOC 1 accreditation process. This involved organizing the required evidence, making sure systems were up to scratch, and guiding the team step by step - with a calm and organised approach which made an overwhelming task into something manageable.
During the transition from Amack to Neosurf Services, Hexagon oversaw the email migration to ensure the switch happened smoothly, without any major disruptions. To future-proof operations, they also introduced a new employee onboarding process that aligned with SOC 1 standards and made it easier to bring new hires into the company.
“The SOC 1 process was brand-new to us, and it felt pretty daunting at first,” Nikki says. “Hexagon came in with so much experience and patience, keeping us calm and focused throughout. They were a huge support.”
The results
Since working with Hexagon, Neosurf Services has seen major improvements in how they handle IT, with the systems and support they need to keep growing - all while knowing their IT is in safe hands.
The successful SOC 1 accreditation has strengthened relationships with U.S.-based partners and showed Neosurf's commitment to security and compliance. The new onboarding process has been a hit too, creating a system that’s easier to use and ready to grow with the business.
Hexagon’s work on the email migration helped Neosurf move into their rebranding confidently, and their on-hand support has been a game-changer for the team, especially those working remotely, who now have reliable help whenever they need it.
“They’ve taken so much off our plate,” Nikki says. “If something goes wrong, we know our team can call Hexagon and get it sorted quickly. That kind of peace of mind is invaluable.”
The feedback
Nikki is full of praise for Hexagon, calling them an essential part of the Neosurf team. “They’re not just a supplier; they’re an extension of us,” she says. “They’re professional, reliable, and they’ve become a big part of how we operate as a business.”
Her advice to anyone thinking about outsourcing IT? “Don’t wait. Hexagon has been such a great partner for us, and I’d recommend them to anyone. They’ll make your life so much easier.”