Case Study

Keysource

Keysource hardware storage room
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Challenge

Keysource were unhappy with their old IT support arrangements. They received an inconsistent level of service, suffered many adverse issues with system availability and were relying on an ageing IT infrastructure. Additionally, it was difficult to budget for their IT operations, since ad hoc support issues and project work were being charged as a supplement to the main IT support contract.

Key objectives were to:

  • Improve IT service levels and response times
  • Identify and address recurring IT problems
  • Resolve ‘Technology Lag’ around existing systems and infrastructure
  • Address the lack of external strategic IT planning
  • Ensure that daily IT support was cost-effective, and not an extra cost

Solution

After an initial consultancy exercise, the solution created by SysGroup included:

  • Dedicated, full-time on-site IT Manager resource for the Horsham office
    • This person now resolves day-to-day end user support queries, maintains the network/existing IT systems and helps to install new technologies
  • Additional technical resource at no extra cost for a variety of issues and IT project work
Staff working on computer service delivery

Result

Keysource were happy to experience significant improvements to their IT service delivery. Their network infrastructure was fully upgraded as part of a fixed-cost service contract, which offered better budget control for IT operational costs.

Testimonial

Keysource have been impressed with the consultative approach, detailed planning and quality of service carried out by SysGroup. The immediate network improvements made have allowed us to deliver a better quality of service to our customers. By listening to our concerns and challenges, SysGroup offered a service that was tailored to our precise needs meaning I can monitor their performance in granular detail through regular service review meetings and management reporting.

Resources

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