Keysource
Categories: Business, Case Study
Keysource PSG - Case Study

About

Based in Horsham, West Sussex, Keysource design, build and manage data centres, server rooms and comms rooms for multinational organisations through to SMEs. The company has 75 users at their Horsham Head Office, with additional remote and mobile staff across the UK.

Keysource look at the complete physical infrastructure of existing and new-build facilities, and advise on energy efficient and cost effective solutions that support today’s high density hardware platforms, whilst being resilient to future needs. In over 25 years, Keysource have built up an incredible wealth of experience and expertise at all levels of the company.

 

Problem

Kate McIntyre and the Keysource management team 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:

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

 

Solution

The System Professional approach started with an initial consultancy exercise. This involved a detailed review and 360° appraisal of Keysource’s existing IT environment, covering all network infrastructure, hardware, software, systems and processes. Since Keysource had an existing IT support contract, all of their historic support calls were analysed, to highlight trends and potential deficiencies.

System Professional subsequently recommended a dedicated, full-time on-site IT Manager resource for the Horsham office. The IT Manager now resolves day-to-day end user support queries, maintains the network/ existing IT systems and helps with the installation of new technologies.

In addition to the on-site IT resource, System Professional also provide additional technical resource at no extra cost for a variety of technical issues and IT project work. This is backed up with a formal Service Level Agreement (SLA), so that Keysource can check how IT is being delivered as a service to their organisation.

 

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.

 

“Keysource have been impressed with the consultative approach, detailed planning and quality of service carried out by System Professional. We see System Professional as our strategic IT partners moving forward, and outsourcing through them allows us to concentrate on our core business. In addition, the immediate network improvements made by System Professional have allowed us to deliver a better quality of service to our customers. SysPro listened closely to our concerns and challenges and developed a service that was tailored to our precise needs. System Professional arrange regular service review meetings and provide in-depth management reporting so I can monitor their performance in granular detail.”

Kate Mclntyre, Business Support Manager

 

If you’re searching for transparent pricing and flexible managed IT, look no further than SysPro. You can contact members of our expert team here. You can also read similar client stories here.

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