The UK was in the middle of a lockdown, and so the client needed to ensure it had a secure and reliable environment to enable employees to Work From Home (WFH) – something the existing infrastructure and service didn’t support. It was experiencing a range of issues stemming from a poorly managed service desk and end user support service. Response and resolution times for tickets were slow, and the end user environment was unreliable. 

The client was also working with a dated telephony system that was impacting internal and external communications. It was also struggling to manage software licensing and procurement. As an experienced Managed Service Provider (MSP), the 848 Group was brought in to handle the transition to a managed service, designing a bespoke solution to manage and support a large end user estate including over 900 users and devices. 

Due to the size and complexity of the environment, 848 created a dedicated Service Desk for the team, appointing 7 Full Time Employees (FTEs) including a Service Desk Lead and Service Delivery Manager. The team implemented a Service Integration and Management (SIAM) Tower Model, which would ensure different services were managed and integrated effectively. The model was underpinned by quality control metrics including First Time Fix (FTF), Service Priority SLA metrics, end user satisfaction surveys and random ticket sampling. 

848 replaced and responsibly recycled over 600 end-of-life desktop devices through an IT Asset Disposal (ITAD) partner, deploying modern mobile devices in their place. They provided a 24/7 support service during an annual business-critical period which provides a significant opportunity for revenue generation, as well as safe and socially distanced on-site support when required following government regulations. 

The team designed a walk-up service triage booking system, and put policies and procedures in place to improve licensing management, procurement and requests across the estate. 848 also deployed and implemented a new contact centre built on Anywhere365 to replace the existing communications platform to enable effective remote calling capabilities for key business areas.  

The client experienced a seamless transition to a managed service and WFH capabilities that were previously unavailable to the user base. The authority was able to quickly adapt to remote working requirements, and end users were given access to a secure and reliable end user environment. Since the transition, the client has enjoyed fast and effective remote support, validated by a consistent 98% SLA success rate tracked through monthly service reviews. 

The SIAM Tower Model has enabled the team to provide a positive experience across the business, while the 24/7 support provided during the business-critical period assisted in the creation of £55M revenue for the client. The recycling of the existing assets also benefited the customer’s green credentials and ensured devices didn’t end up in landfill.