As their contract with a previous technology service provider neared its end due to subpar customer service a prominent construction and interior fit-out company faced significant challenges in finding a reliable Managed Service Provider to maintain and improve it's technology platform. Seeking a forward thinking efficient IT partner, the company called 0800 SUSTAIN to connect with Sustainable IT Solutions Ltd.
The Problem
The existing IT provider's inadequate customer service was a major pain point, with simple IT requests taking weeks to acknowledge. This resulted in substantial disruptions to the company's operations. The Office Manager expressed frustration over delays in basic requests, such as accessing a shared mailbox, which took at least three days for a response.
Eager to find a dependable provider for a seamless transition and uninterrupted workflow, the Office Manager was impressed with the initial contact with Andy. After the initial meeting, and recognizing the need for a reliable IT partner, the company was ready to transition to Sustainable IT Solutions.
The Solution
Sustainable IT Solutions conducted a comprehensive Network Discovery of the company’s infrastructure and IT systems. Following the signing of the Service Level Agreement (SLA), a meticulous four-week planning phase for migration commenced, managed as a Sustainable IT Solutions Takeover Project. Shane as Head of IT coordinated the transition, ensuring hassle-free admin access transfer from the previous provider. The transition had minimal impact on office staff, with the introduction of the new help desk phone and email executed seamlessly. The Office Manager noted that the transition was a smooth one, with the Sustainable IT Solutions team clearly outlining expectations, resulting in minimal disruption and an efficient start for the staff.
The Results
The switch to Sustainable IT Solutions significantly enhanced workflow and daily operations.
The Takeover Project delivered outstanding results, including:
Quick Response Time and Friendly Team: Employees experienced a dramatic improvement in service quality. "Sustainable IT Solutions has been a lifesaver. They have a quick response time and a very friendly team," noted one employee. The team’s commitment to excellent customer service and clear communication has been widely appreciated.
Asset Management: Sustainable IT Solutions implemented a robust asset management system, identifying and tracking IT assets, maintaining up-to-date security, and ensuring proper usage and recycling of decommissioned devices. Regular reports provide insights into asset usage and inform IT budget decisions.
Future Planning: Sustainable IT Solutions helped the company plan for future growth by identifying necessary IT infrastructure and services. They developed both short-term and long-term IT roadmaps, ensuring the company has the right technology to support growth without overspending. This planning includes a 2-5 year IT roadmap to align the company’s IT needs with its growth strategy.
Sustainable IT Solutions has proven to be a valuable partner, enhancing the company's IT efficiency, and positioning them for future success.
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