Matthew Boniface

I’m responsible for the technology Chrome Telecom provides to its customers. That means making sure customers have current, well-supported technology. Dependability comes first, not whatever is newest for its own sake.

I run what I believe is the best technical support team in the telecoms industry: installation engineers and support engineers who genuinely care about our customers and their businesses. Nothing is too big an ask.

A big part of the job is keeping the team ahead on training and technology. The benefits of that show up in the service customers get, rain or shine.

Before Chrome, I was focused on being a personal trainer. Then an opportunity came up building high-powered lasers, and I took it.

Part of that job involved fibre optics, which I enjoyed. So I moved into the defence and telecoms industry, manufacturing and testing complex fibre optic cables. Some of them ended up on a Mars rover.

From there I switched to the reseller side of telecoms. The job there is making sure customers are supported, installations are done to a high standard and the technology we provide is among the best available. At Chrome I’ve gone from installation engineer to Technical Manager to Technical Director. What I enjoy most now is helping people grow and achieve their goals in an industry that never stands still.

The first is the number of awards Chrome has won. It shows that what we’re doing means something, that it’s recognised in the industry, and it gives the team confidence that they’re in the right place.

The second is my own progression. I started as a trainee engineer who knew nothing and I’m now Technical Director. That took a lot of hard work. It’s also given me the chance to pass that knowledge and mindset on to the people around me, and hopefully move their careers on too.

In a previous job, I looked up to senior people who couldn’t help, or didn’t want to. I decided then that nobody I work with should ever feel unsupported. So I make sure I’m available and up to speed on what the team is dealing with day to day. I’m also happy to get my hands dirty when needed.

I was also once told that the only thing worse than making a bad decision is not making one at all. That stays with me every day at Chrome. Our team has the authority to make decisions, so customers don’t wait for support or for the technology they need.

It starts with whether it works, every day. You can own a Ferrari, but if it doesn’t move, what’s the point?

From there I look at what a customer genuinely needs, as well as what they’d like. Recommending things like private VPNs, which give staff a secure connection into the business network, CCTV and our own phone system, ChromeX, has given customers technology that works. It’s also given them the things they wanted.

I’m equally comfortable advising against something if I don’t think it’s right for the customer or for our team. There’s no point recommending an expensive, complicated setup when a simpler option does the job just as well.

Customer satisfaction. It’s that simple.

It starts with our pre-installation team understanding exactly what the customer needs. Then the installation team delivers what was promised to a high standard, keeps things tidy and clears up any old kit. Our onboarding team keeps the customer informed at every step. The support team is on hand if anything changes afterwards.

The real win is good feedback from the people who matter most: our customers.

I’m a simple guy away from work. Barbecues, sunshine, family time and fitness. I like to slow down and enjoy the smaller things rather than the hustle and bustle. I suppose I should also admit I’m quite a keen gardener.