Patrick Walker, Beaverbrooks

Patrick Walker, Head of IT at award-winning Beaverbrooks, provides some insight into the IT challenges he experiences on a day-to-day basis

Q: What do you think has been the secret of Beaverbrook's success in this recession?
A: Great customer service and products. We involve our people in everything we do and always looking at ways to improve the way we work.

Q: What's the secret to good customer service?
A: Understanding the customer's needs and delivering a memorable service experience.

Q: What is Beaverbrook's attitude to IT?
A: Beaverbrook's main focus is always on customer service and product, but the company understands that IT is an essential tool in helping to deliver both of these.

Q: How do you convince your board to invest in IT?
A: Beaverbrook's board are always willing to, and have a proven record of, investing in IT if there is a clear business case for improving customer service and/or operational efficiency.

Q: How do you get the best out of your suppliers?
A: By choosing suppliers, such as Vodat International, with similar cultures and values to ours, building strong trusting relationships, and getting them to understand our business needs.

Published January 2010