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Introduction

Our client, based in West Central Scotland and operating across Europe, with a global network of remote workers, specialises in technology and fulfilment services for leading brands across the globe. To enhance their operations and support their expanding needs, they partnered with us to deliver comprehensive IT solutions, including cost-effective management of IT resources, successful upgrades across hardware and telephony systems, and the implementation of advanced security measures. We also provided strategic IT planning and flexible support solutions to ensure alignment with their evolving business requirements.

The Company

Established for over 20 years, our client, based in West Central Scotland, with staff across five European locations and a network of remote workers globally, provides technology and fulfilment services to leading brands across the UK, Europe and the United States.

Objective

Four years ago, due to key staff changes, the company required urgent Managed IT support across their operations. Already a trusted partner for their infrastructure services, KubeNet were approached to step in and provide immediate assistance. The goal was to stabilise the company’s IT environment quickly, and implement a fully managed support solution to ensure smooth operations moving forward.

The Challenge

The customer had experienced some staffing challenges across their IT team which included Cisco qualifications/certifications, absence management, out of hours cover and overall project delivery. With some staff changes and business critical projects to consider, whilst this gave the client a major resourcing headache, it also provided an opportunity to outsource key IT support functions.

Cyber Exposure and Business Risk

With limited Disaster Recovery options in place, this was of major concern to the executive team, and there was a requirement for this to be addressed across all areas of the business. This would include e-mail back-up, secure and protected data back-up and recovery, as well as managing remote workers access & permissions.

Approach and Solutions

Dedicated Resource

Our team provide first line support to all end users within the organisation. This extends to senior staff, back office personnel, and contact centre employees across the UK and Europe. Additionally, we offer support to all home and remote workers, ensuring comprehensive assistance.

Infrastructure Upgrade

We introduced a fully Managed Hardware upgrade and solution design of servers, routers, switches, Wi-Fi and CCTV with ongoing management, monitoring and full patching of devices.

Contact Centre Services

We replaced the cumbersome and inflexible telephony platform with a feature-rich contact centre voice platform. This provides multi-lingual support, Artificial Intelligence options, social media integration and extensive training, as well as reporting and analysis services to support an evolving contact centre staffing model.

Systems and Processes

We documented and mapped all key services and systems across the service. We implemented robust starter, leaver and user management processes in line with company

policy and compliance requirements, ensuring effective and secure management of personnel and systems.

Cyber Security Solutions

The organisation previously had very limited levels of cyber protection, and, as a company who handled regular payments and sensitive customer data, we worked closely with the executive team to implement a range of security management and disaster recovery solutions to protect the business and data. Due to the continued success of this service, the business further invested in a Managed Detection and Response service with Incident Management.

Conclusion

Our client, like so many other organisations, operated a traditional internal IT team support model. However, with increased pressure on attracting and retaining staff with the required qualifications, it gave the company a continued staffing headache. In turn, this impacted delivery of key projects and quality of support to internal stakeholders. Making the step change to a co-managed IT environment provided much needed additional resource and instilled the

confidence to move to a fully outsourced Managed IT service.

Over a 2 year period, a number of business critical projects have successfully been delivered, cyber security measures and monitoring are in place, compliance and audit outcomes have improved significantly. The business now benefit from a fully managed technology stack, full Disaster Recovery services and Incident Management Service – all of which have been achieved for less expense than the outdated technology and associated staff costs.