CASE STUDY:

SWIFT CUT AUTOMATION

Swift-Cut were given the 2018 Queen’s Award for International Trade in recognition of their global success. The company is committed to providing the UK engineering industry with high quality cutting solutions at affordable prices, designing and manufacturing their own cutting tables using the latest technology.

PROBLEM:

What was the project?

The client was using another provider’s managed support service but the response times where insufficient and hampered the business operations. The provider was unable to react and upscale support on demand. Due the providers support ticketing system, they were unable to provide visibility of outstanding support requests or report on service usage.

848 completed a discovery process, detailing the client’s IT estate, including their network, servers and applications. This provided insight to the complexity of the business systems to ensure an appropriate level of cover could be designed and delivered.

SOLUTION:

The deployment

The client selected a fully managed support service, with proactive server monitoring to ensure their operations would run uninterrupted. As standard to 848 managed services, the client gained immediate visibility of service desk tickets and regular account management meetings to ensure lines of communication remained open and evolving assessment of delivery could be maintained. A one-hour ticket response time was agreed due to the reliance on the client’s IT systems for production and operations.

Result

Rapid response times and clarity of open tickets have enabled the client to manage production and operations when issues arise, improving customer
service and internal communication.