Urquhart Dykes & Lord LLP (UDL) is one of the United Kingdom's leading firms of patent and trade mark attorneys, specialising in all aspects of intellectual property law. Established more than a century ago, the firm assists businesses of all sizes in obtaining and protecting trademarks, patents and copyright both nationally and internationally.
Security and peace of mind, therefore, were crucial factors when the firm was reviewing its IT support needs around the turn of the millennium. Having originally met Rudi when he worked for a previous company, UDL’s IT Manager Andrew Hastings was impressed with the blend of technical knowledge and proactive, personal service he brought to his clients. When Rudi went on to form Hicel, then, it was a no-brainer for UDL to commission his services, becoming one of Hicel’s first customers.
“Initially, we lacked a lot of experience within the IT department,” explains Andrew, “so Hicel was crucial in showing us what direction we should be heading and helping us to set up a proper enterprise-level infrastructure. This had the knock-on effects of making our systems more reliable, efficient and secure, and staff were much happier with the end result.”
Over their years of partnership, the portfolio of services Hicel provides for Urquhart Dykes & Lord has grown and diversified alongside the business’s needs. Rudi and the team have provided consultancy and support along the way, delivering IT solutions to match the firm’s changing requirements as it has grown and evolved.
Perhaps most crucially of all, Hicel provides UDL with a comprehensive data backup service, giving the firm complete confidence that sensitive client information is stored securely in line with EU data protection standards, and allowing staff to recover a lost file in seconds even if the network is down.
Hicel also provides UDL with a range of valuable support services, including technical maintenance and troubleshooting for software and hardware issues, in-depth training on new programs and features, and a consultancy service for larger-scale projects or system upgrades. These solutions have been invaluable to the firm – Andrew describes Hicel’s support style as “approachable, easy to get hold of, quick to respond and always happy to help.”
With the long-term support of Hicel, Urquhart Dykes & Lord’s IT infrastructure has been greatly streamlined, making it much easier for staff to access the files they need with no worries about the security of clients’ data. Andrew describes the company’s IT system under Hicel’s care as “much more structured, planned and organised – I can go on holiday without keeping an eye on my email as Hicel deal with everything in my absence.” He also highlights the team’s friendliness and highly personal service as a particularly positive point: “The fact that they are a relatively small outfit is very important for us: it provides a much more personal experience, as we know everyone who works for them.”
Additionally, Andrew is quick to praise the integrity and transparency of Hicel’s business style: “They’ve always been very honest, trustworthy and have never tried to oversell - they’re genuinely interested in building a relationship with their customers.The service has always been fast and efficient, they always stay on top of the latest technology and regularly contact us to keep us advised of possible improvements or cost-saving measures that could benefit our IT infrastructure.”