Since 1909, Hickton Family Funeral Directors have been a pillar of compassion and trust in the Black Country, and in more recent years across Birmingham and the West Midlands. Four generations of the Hickton family have honoured a tradition of personal service, supporting local families through life’s most difficult moments. Yet as record keeping and regulatory demands grew more complex, the team recognised that technology could help preserve their hands-on approach.
Although every family continued to receive Hickton’s signature warmth, staff found themselves juggling multiple platforms to verify compliance, manage arrangements and track paperwork. These necessary administrative tasks, when handled separately, consumed time they would rather have spent offering comfort and guidance. To maintain those crucial human connections, the business sought a unified, automated system to centralise information, streamline routine work and safeguard sensitive data.
Hicktons partnered with Hubtel IT for a complete digital transformation. Proactive IT support with guaranteed response times replaced reactive firefighting, cutting unplanned downtime by half. A tailored Cyber Essentials roadmap is now guiding them toward certification, closing security gaps and demonstrating to families that their data is handled professionally and securely. As part of this journey, Microsoft Azure backup solutions were implemented, encrypting data in transit and at rest, storing it in GDPR-compliant UK datacentres and laying the groundwork for compliant, resilient backups. Microsoft 365 Business licences then equipped staff with secure collaboration and productivity applications.
One of the most significant changes came in how Hicktons managed communication. For almost 40 years, the business relied on staff physically manning phones 24/7 to ensure families could reach them at any time. This commitment was admirable but placed a heavy strain on resources. Later, they moved to a Star 21 Star system, but it failed to deliver the quality and flexibility Hicktons needed to uphold their reputation for excellence.
Hubtel IT introduced a cloud-based VoIP system with softphone apps, enabling staff to answer calls from anywhere whether on desktop handsets, mobile devices, or laptops. This upgrade ensured Hicktons could maintain their promise of being available day or night without compromise. The VoIP solution didn’t just improve convenience it enhanced call quality, reliability, and scalability. Families in distress can now reach Hicktons without delay, confident that support is just a phone call away.
By partnering with Hubtel IT, Hicktons now have a holistic technology solution tailored to their business needs. They operate within a secure, resilient IT environment that supports compliance, boosts productivity, and guarantees availability for local families whenever they are needed most. This transformation demonstrates how technology, when delivered through a bespoke, consultation-led approach, can strengthen tradition rather than replace it allowing Hicktons to continue their legacy of care while embracing the future.
“Over the years of working with Hubtel IT, we have never been let down, and the response is always good. Whether that be remotely, or in person issues get sorted quickly.”
Ross Hickton
Managing Director
Hickton Family Funeral Directors
