This was one statement that the Principle of this all girl’s comprehensive school based in Edgbaston kept repeating during our meeting. “I want to be left out of any discussions to do with IT as I just don’t get it! I want to find a supplier that I can trust to help us look after anything IT, that my staff and myself can come to with any issues and get it quickly resolved”.
The Challenge
“Our client felt she had spent too much time troubleshooting IT issues while with the last IT supplier and simply did not want to do it again” says Client Relationship Manager, Angela Hart. “She wanted guarantees from the outset that she would NEVER again have to deal with anything IT related. All she wanted was a report at the end each giving her an overview of how the systems were functioning and a quarterly review meeting with a CSM.”
The Solution
We knew immediately that EXCELLE Platinum would be the ideal service package for this client as it is our fully managed IT Support offering. Our goal was to ensure that our client never had to deal with anything IT related so we dealt with absolutely EVERYTHING. We purchased hardware and software, dealt with printer issues, liaised with telecoms suppliers and even dealt with problems to do with their accounting software.
We tried to make sure we identified any IT issues before our client became aware of them. One example of this was at the start of the contract we discovered that the PCs in one classroom had been infected by a particularly nasty virus that had disabled the PCs. Our technicians identified this just before the school closed on Friday and it was important that the problem was resolved before the following Monday as the classroom was due to be used for an examination. In cases like this we would simply replace the faulty PCs with pre-configured hot spares but in this case there where over 35 PCs that needed reconfiguration. Our technicians worked round the clock to ensure the PCs where ready in time for Monday. Our client only discovered that there had been a problem with the PCs at the quarterly review session!”
“We changed our guaranteed call out time from 2hrs to 1hr because of this customer” says Client Services Manager, Angela Hart. “The client had explained to us how critical their systems were to the day to day operations of the school and 2hrs was just too long to wait. When we saw how well this worked for this client, we decided to extend this to all our other clients too”.
Features of EXCELLE Platinum include:
Give us a call now on 0800 001 5942 or email vip@supremesystems.co.uk and start doing things the Supreme Way.
