Improving IT Support Experience by Changing Provider

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AD Group

  • Construction

  • 133 users

  • Kent

Background

AD Construction Group Ltd is one of the leading privately owned public sector specialist providers of refurbishment services, based in the London Borough of Bexley, with a geographical coverage across the whole of London, South East and Home Counties.

The demanding IT environment, which required solutions to cater for the wide geographical spread of works, urgently needed to be improved. It was critical that support levels were improved to reduce disruption and enable users to work effectively.

Project Description

As AD continued to grow, the incumbent IT support company was not able to meet the needs of the business. Issues included tickets taking longer than expected be actioned and resolved, as well as multiple recurrent issues that were not being fully resolved.

AD Construction Group Ltd chose to move IT support to Impreza IT. The move was decided by Impreza IT’s ability to deliver excellent support levels across a demanding construction industry using tried and tested processes.

As part of the initial onboarding, Impreza IT conducted a full IT audit culminating in a strategic IT Road Map. The Road Map clearly detailed the risks of the current infrastructure and outlined a 12-18 month plan for technology recommendations to allow the company to achieve its commercial goals.

Service dramatically improved with response times improving thanks to the care and attention paid by the experienced team of engineers. Furthermore, recurrent issues were thoroughly investigated to ensure the root causes were resolved, and pro-active monitoring was used to detect potential issues before they became a problem. The end result was an excellent support experience that allowed AD Construction Group Ltd to focus on the business goals safe in the knowledge that it had the level of support to enable this.

Project Benefits

  • Better troubleshooting ensuring permanent resolution of recurrent issues
  • Faster response and resolution times
  • Strategic guidance that facilitated company growth

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