Crystal Group (Newport)


The business was created in 1999 by Steve Baker who wanted to create a business that was structured to deliver high customer service and satisfaction. Crystal was set up with the client and staff in mind, with the incentive of utilising over 50 years personal experience in the cleaning and support services sector and create a company that could deliver an outstanding service. A working philosophy of the company is ensuring that they ‘get it right’; being a smaller firm allows Crystal the freedom to cater efficient services to its clients. The major challenges that Crystal have faced include business development; starting a business from scratch and the lack of funding support which meant that the company had to use its own resources in order to establish themselves as a new business. Crystal also experienced difficulties in trying to attract the right clients to a new organisation and in order to build their reputation in the early start up days, the company relied rather heavily on the old Crystal brand to help bring in business.

Success Factor

In August 2013, the company announced that it would be launching three new areas of services to cater to more clients across a wider range of sectors. In addition to its core cleaning services business, the company has created additional divisions in security, environmental management and building maintenance in a strategic move to drive the company forward. In addition, Jamie Davies joined the business in August 2012 and now assumes total responsibility for the running of the company, bringing with him a wealth of experience having been in the support services sector for more than sixteen years. Together, Jamie and Steve have a clear vision for company, with over 50 years combined experience in the cleaning and support services sector. In addition, there have been numerous appointments in 2013 including three new key account managers and additional administrative support in the form of operations co-ordinators. These appointments have strengthened the operational division of the company with a wealth of knowledge and experience from all aspects of the industry being brought to the company. The Crystal brand brings with it longevity and a rich heritage and is a brand that is recognised as a leading cleaning brand in the South Wales area. The success of Crystal has exceeded all expectations and has become not only one of the most well-known brands in the area but is well on its way to becoming a leading brand in South Wales.

The Future

Crystal has built further business on the creation of its new services divisions and is now well into establishing these divisions as strong corporate arms of the company which will strengthen the core Crystal brand in return. During the latter end of 2014, Crystal will be moving into larger, more suitable premises to further expand the business. There are plans to increase support aspects of the business that are needed for its continued growth and this involves increased support in the HR departments, increase the operations management team, increasing the administrative support and increasing the sales division. The Crystal Group is also investing in new equipment and latest technologies so that the business stays ahead of the game; offering all of its services in house ensures that service delivery can be right first time, every time and services are delivered on time.