Developing a first-class IT infrastructure for a leading independent investment firm
Having been repeatedly dissatisfied with the service quality and responsiveness of their IT service provider a leading independent investment firm made the decision to work with a new MSP who would be able to provide a comprehensive suite of comms solutions, while also taking over the hosting and management of their servers.
We’d enjoyed a strong relationship with our previous supplier, but after a while, we weren’t satisfied with the standard of customer service we were receiving, and requests for service reviews or even reports fell on deaf ears. We just weren’t confident that they would rise to the challenge if something were to go wrong. We’re a lot more comfortable with Exponential-e, as this is something that they take incredibly seriously, and are quite open about their overall standard of customer satisfaction. We’re sure they’re going to play a critical role in the next stages of our IT infrastructure’s development.
Following a successful proposal, where Exponential-e demonstrated their willingness to go beyond the initial requirements and expectations, they were engaged as the new MSP, taking over all functions managed by the previous supplier. In particular, Exponential-e’s service delivery model was a major differentiator, ensuring that a dedicated service delivery manager would always be accessible, both in terms of day-to-day operations and any emergencies or unexpected disruptions.
Following the initial roll-out, two dedicated consultants were assigned – one focusing on service delivery and the other focusing on comms – who would work closely together to ensure channels of communication remained open, targets were met, and new opportunities for improvement identified and acted upon.
Later, following the widespread transition to remote working in response to COVID-19, Exponential-e supported the firm’s migration from Skype to a Microsoft Teams environment, in order to optimise communication and collaboration between colleagues and clients.
Exponential-e continue to provide advice and consultation, in order to help the firm stay ahead in a constantly evolving digital landscape, including bespoke cyber security workshops, support with ongoing improvements to their IT infrastructure, and guidance around the migration of legacy systems as they near end of life.
In this way, the firm’s partnership with Exponential-e has grown – and continues to grow – organically, with ongoing communication and collaboration between teams at both organisations driving new opportunities for the optimisation of both technology and processes.
