- What is your name and what is the name of your business?
I am Chris Cooper and I’m the MD of Chaarm Digital Solutions.
- What does the business do and who are your customers?
We are a software development service that creates bespoke solutions for businesses. Our customers include government agencies, train operators, the NHS, water utilities, and telecommunication companies. We operate on a B2B Software-as-a-Service model; however clients ultimately buy the solution, and we work with them directly, providing ongoing maintenance when requested.
We built a platform, which allows us to have a baseline platform – called Single View. It works by connecting to other systems and can give you a single view of all their data. It can also take on and do the work as well. It can do this for just one department, e.g. CRM for sales, or billing for Finance or for IT or all of them. We tend to go in to sort out one problem, and the client sees how well it works and takes it on bit by bit. However, it doesn’t have to replace what exists. It can integrate with current platforms, which is especially important with government agencies.
- What’s the history of the business & what’s your role within the business?
My background is in management consultancy, which I’ve been doing for 20 years. I work with clients to identify problems within their businesses and created a technical solution that supports many of them. I used it myself to help do my job, and then it would get taken on by the client. Then Tom came into the business three years ago to handle the IT side. We funded the business through my consultancy work. As we got busier, we hired developers. Our team now includes Jakub (full-time developer), George (junior project manager), Holly (business analyst), Andrew (operations manager), Martin (contractor) and an offshore development team to keep up with demand.
- How long have you had an office here at Freshmill and why were you looking for a space like this?
We used to have an office in Cuckfield which was self-managed – it was a bit of a nightmare to keep up with the cleaning, the tidying, getting tea and coffee etc., so we started to look for a serviced office. My father-in-law, who has an office over the road, mentioned Freshmill. We came in to have a look and loved it. We initially took on 4 hot desks waiting for an office to be available, and then took on one office, and now we have two!
- Why does Freshmill work well for you and your business?
The building is brilliant, and the staff are wonderful and proactive, which is unique for a serviced office. The building is funky, which my staff love. We enjoy the community feel and events, especially ‘cake day’!. The parking and proximity to the station are great. Because the team isn’t always in together, being here means they still feel part of a bigger community, even if they are in on their own. The kitchen facilities are amazing, and the professional environment is good for client visits and new hires. I also like the FSB links and the talks.
- What is the most important lesson you have gained from your career so far?
Always ask ‘Why?’. As a management consultant my job it to ask a lot of questions and then come up with solutions. It’s really important to remember that there is never a stupid question to ask or be asked.
More recently another lesson I’ve learnt is balancing lifestyle with work. For me it used to be all about the work whereas now it is more important to spend time with my family too – although this is easier to instigate once you are earning more money!
Also, never give up! I have had loads of failed businesses and three or four business partnerships that did not work out. Tom and I work well together, probably because we are so different – we have completely different personalities and skill sets: he is the technical expert, and I am operations and consultancy, so we don’t overlap.
- Where do you hope to be in 5 years time?
I don’t think I’ll ever retire, I enjoy working, and especially as my background is consultancy, I will always want to do that. The long-term plan would be to sell the software company at some point, possibly to one of our large clients who have already tried to buy it twice. My main desire is to sort out the systems in the public sector, which is where I believe the need is greatest. I was interim CIO for London Ambulance service for 18 months during Covid, which really highlighted these issues. I would like to solve these systemic problems in places like the NHS and Government agencies before potentially selling the business. Then, I would probably do it all over again!!
- What advice would you give your younger self just starting out?
This is a difficult one, because I think that every mistake I have ever made has taught me something. I think I would say, have more faith in yourself…and perhaps less in others! There are times where I have been let down because I put too much faith in those around me.
Secondly I would say, learn to delegate more. It is something I have only managed to do more recently, and it is life-changing! I struggle because my experience means I can find a solution to a problem in hours, rather than the days it might take one of my less experienced employees. But I have to let go – there isn’t enough hours in the day for me to do everything!
- What is your favourite quote/mantra?
‘SEAS’ the day! I have always got up at 5am – part of the 5 o’clock club – I relish that part of the day. I like to get up early, do exercise, listen to motivational speakers and spend time on myself. the ‘seas’ rather than ‘seize’ is a nod to my time in the Navy.
It used to be ‘second to none’. I wanted to be the very best. But I have moved on from that rather aggressive mindset of being the best and now it’s more about getting the best out of people around me and doing my best.
- If you could, who would you switch places with for the day, and why?
It used to be Richard Branson, a great success story, and so obviously inspirational to someone like me. However, over the years I have changed and now I think it would probably be someone more like River Phoenix. He was always my favourite actor and it was so sad when he passed away so young. I would have loved to see the world through his eyes. I find it hard to empathize and understand people with mental health issues. I am really lucky it is something that has never affected me. I’m always positive and manage to find a way through. I would like to see the world though someone like River Phoenix’s eyes to understand that vulnerability better.
