Case Studies
Read our case studies to learn how we help businesses of all shapes and sizes get IT right.
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Template: Main Title of the Case Study Investment Bank Enhances Security & ProductivityFramework IT Rapidly Moves and Upgrades a Marketing Organization’s TechnologyFramework IT Modernizes and Secures a Building Materials Supplier’s InfrastructureHow Framework IT Streamlined IT & Boosted Productivity for a MuseumEnvironmental Non-Profit Overcomes IT Challenges and Achieves SuccessMarketing Organization Case Study: Scaling IT With Framework ITHow Adhering to Best Practices Improved Outcomes for a Mechanical Insulation CompanyNon-Profit Education Organization Improves IT Support and SecurityCase Study: National Staffing FirmHow VoIP Services Transformed a Law Firm’s EfficiencyCase Study: Small MunicipalityCase Study: Mid-Sized ManufacturerCase Study: Multi-Location Regional Medical GroupCase Study: Private Medical PracticeCase Study: Non-Profit Manufacturing OrganizationCase Study: Competitive Local Exchange CarrierCase Study: Mortgage Broker with a National PresenceTemplate: Main Title of the Case Study
Engineering Firm Moves Campus in Short Timeframe
Introduction:
Our client, a leading engineering firm specializing in structure and materials testing for complex infrastructure projects, boasts over 100 employees situated primarily at their main campus. This site encompasses expansive office and laboratory space, complemented by smaller labs scattered nationwide. The firm’s services extend to a diverse range of industries, from architecture and construction to defense and energy, offering advice, data, forensic analysis, expert testimony, or a mixed bag of these services. Previously, a 3-person IT team managed the firm’s IT needs but struggled to balance advancing projects with ongoing support and security within the allocated budget. Consequently, the CEO decided to partner with Framework IT. This collaboration aimed to streamline IT support, devise a strategic IT plan, and bolster security, advancing key initiatives in the firm’s 3-year plan within budgetary constraints.
Business Challenge:
In the face of mounting challenges, the firm’s small IT team struggled to maintain the status quo and push forward key projects. Thus, they partnered with Framework IT, aiming to devise a more cost-effective and accountable IT management structure to support staff productivity and propel key initiatives. As part of the firm’s 3-year plan, a central initiative involved selling their real estate assets, including their large campus, and transitioning to leased facilities. This move required a swift relocation from a six-building campus to two new structures within a two-week window, all while maintaining routine operations and minimizing disruptions. Additionally, the project necessitated an assessment of the current IT infrastructure and the implementation of upgrades and enhancements to optimize the performance, security, and reliability of the server and network infrastructure.
Framework IT Solution:
Framework IT began by providing comprehensive IT support, strategic planning, and cybersecurity services to the client. The firm downsized their internal IT staff to one onsite resource and expanded their support capacity through Framework IT’s award-winning help desk. Further, Framework IT undertook a complete technology assessment and devised a 3-year strategic technology plan. This plan aimed to upgrade outdated technology, enhance disaster recovery capabilities, and improve security in line with CMMC compliance efforts.
For the campus relocation, Framework IT spent over 40 hours onsite preparing for the move and designed a work plan to address critical infrastructure needs, minimize downtime, and mitigate potential impacts on the engineering and laboratory environments. The first phase saw a reorganization of the entire networking layout to rectify inefficiencies and cybersecurity risks, enhancing performance across various US sites. In the second phase, Framework IT collaborated with the client and construction contractors on the new lab building, devising a two-phase construction plan that allowed the server infrastructure to be migrated, tested, and accessed while construction continued.
Results:
Through its managed services, Framework IT reduced the client’s IT expenses by 20%, simultaneously propelling previously stagnant project initiatives. They also mitigated the potential stress and interruption of moving mission-critical facilities, as Framework worked alongside the client’s construction contractors to minimize business disruptions and impacts on daily operations.
Conclusion:
This case study exemplifies how a strategic partnership with a top-tier Managed Services Provider like Framework IT can enhance IT support, strategy, cybersecurity, and compliance cost-effectively, all while facilitating the proficient execution of intricate projects. The client commended Framework IT for their ability to modify the construction contractors’ plans to facilitate a major relocation with minimal impact on daily operations. They attested that without Framework’s strategic guidance and agile project management, the move would not have been executed so seamlessly.
Learn how Framework IT can enhance your IT support, strategy, and cybersecurity, while advancing critical initiatives
Investment Bank Enhances Security & Productivity
Introduction:
A leading independent investment bank and financial advisory firm was at a crossroads. While they had built a reputation for exceptional service and strategic counsel in the global middle market, they experienced significant IT security and productivity challenges. Their existing Managed Service Provider (MSP) could not provide the reliable service and strategic consulting the investment bank required, with slow response times and misaligned support hours causing staff downtime and unnecessary frustration.
This case study outlines how the investment bank, in partnership with Framework IT, overcame these challenges to enhance security and productivity, ultimately transforming their business and securing trust amongst their clients.
Business Challenge:
For a decade, the investment bank relied on the services of a Cleveland MSP, supplemented with an internal IT leader and several IT support interns. However, the MSP’s slow response times and limited support hours did not align with the needs of the investment bank’s exceptionally busy staff, who operated across many time zones, often working after hours. Despite the Managed Services Provider’s mandate to provide vCIO-level consulting, their approach primarily reacted to issues instead of preventing future problems and driving improvements. Additionally, while the investment bank had commendable security measures driven by the knowledge of their internal IT leader, they strongly desired an MSP to collaborate more proactively with them to enhance their security further with more advanced solutions, policies, and procedures.
Framework IT Solution:
In response to these challenges, the investment bank partnered with Framework IT to improve their cybersecurity and enhance productivity across the business. This partnership brought about a series of solutions, including:
1. Enhanced Security:
Advanced Endpoint Security
Framework IT replaced the investment bank’s Webroot AV/AM, a more traditional, signature-based anti-virus/anti-malware (AV/AM), with a Next-Generation AV/AM that uses machine learning to catch threats in real-time and more reliably than the previous Webroot tool.
Framework further enhanced security by introducing an Endpoint Detection & Response (EDR) solution. Endpoint Detection & Response (EDR) solutions provide comprehensive visibility into all activities on endpoints, serving as an essential tool for detecting and investigating suspicious activities that may signify a cyber-attack. They allow for rapid response to potential threats, minimizing the impact of any breach by quickly isolating affected systems, thus preventing the spread of malware or loss of sensitive data. Moreover, with the ability to gather and analyze historical data, EDR solutions help in understanding the full context and scope of a security incident, making them invaluable for post-incident investigations and continuous improvement measures.
Both the Next-Generation AV/AM and the EDR solutions continue to be monitored and managed by Framework IT’s partnership with a 24x7x365 Security Operations Center, ensuring all users’ peace of mind.
Comprehensive Security Oversight and Compliance Management
Framework implemented a Security Information and Event Management (SIEM) system to provide unparalleled visibility into the network, allowing for real-time detection of potential threats and breaches. SIEM solutions streamline incident response times by consolidating log data and automating alerts, thus ensuring rapid identification and neutralization of security issues. By keeping compliance-related information centralized and easily accessible, SIEM tools simplify regulatory compliance reporting and significantly reduce the costs associated with audits, all of which were top priorities for this investment bank.
Application Security
Framework further secured access to the investment bank’s applications, which hold sensitive data, by implementing a Zero-Trust solution. A Zero-Trust solution can significantly enhance the security of an investment bank by enforcing strict identity verification for attempted access to system resources, reducing the risk of data breaches and financial fraud. Moreover, it provides granular control over data access, accomplishing the goal of this investment bank to ensure that sensitive financial information is only accessible to authorized personnel. Consequently, this builds trust amongst the investment bank’s clients, further protects their assets and information, and enhances regulatory compliance.
Web Filtering & Content Security
Also, Framework implemented web filtering & content security measures at the investment bank to protect against online threats and data breaches by blocking access to malicious websites and suspicious content, thereby ensuring the integrity and confidentiality of sensitive financial information. Furthermore, these solutions help maintain regulatory compliance by controlling what content can be accessed and transmitted, helping this investment bank save time by providing reports for audit requirements.
Multi-Factor Authentication (MFA)
Framework also instituted Multi-factor Authentication (MFA), which significantly enhances the security of an Investment Bank by requiring users to provide multiple forms of identity verification, minimizing the risk of unauthorized access to sensitive financial data and systems. This was especially important to the investment bank that wanted to balance ease of access and security protections for the growing number of their remote staff.
Security Awareness Training & Mock Phishing
Framework IT further enhanced the client’s security with Security Awareness Training and Mock Phishing initiatives to empower employees at the investment bank with the knowledge to identify and respond to cyber threats effectively. As a result, the investment bank both improved staff cybersecurity awareness and held them accountable to end risky habits and strengthen their human defense line against potential breaches and fraudulent activities.
Advanced Email Security
Framework IT successfully set up an advanced email security solution for the investment bank, leveraging cutting-edge technologies to protect against phishing, spam, and malware attacks. This setup offers the bank enhanced protection against email-based threats and safeguards sensitive financial data with identify-based encryption while maintaining client trust and ensuring regulatory compliance. This fortifies the bank’s overall cybersecurity posture to match its growth strategy.
2. Standardized Communications
By standardizing the use of Microsoft Teams for chat and voice communication, the investment bank eliminated the need for staff to switch between multiple internal and external communication platforms. This integration was a cost-effective way to improve productivity and efficiency across the board, empowering staff to focus more on mission-critical initiatives.
3. Streamlined Technology Stack
Framework IT introduced Azure Virtual Desktop for the investment bank’s interns, finally eliminating a major pain for the organization. This provided a safe, secure, scalable, and cost-effective solution for managing and deploying desktops without the need for hardware and software purchases that were bogging down the internal IT staff.
Results:
Post-implementation, the investment bank saw significant improvements in security and productivity. Framework IT’s robust security strategy eliminated risks that were no longer identified in vulnerability scans. The bank also became more compliant with their insurance and banking partners’ security requirements and enjoyed peace of mind regarding their reputation and risk management. They also experienced lowered managed services pricing due to Framework IT’s unique pricing model. Furthermore, there was a significant improvement in IT support performance metrics, with a reduction in tickets per employee per month from 1.79 to 0.96, a decrease in Mean Time to Resolution from 9 hours to 4 hours, and a reduction in support hours per user per month from 1.36 to 0.58.
Conclusion:
This case study demonstrates how a strategic partnership with a best-in-class Managed Services Provider like Framework IT drives significant improvements in security, productivity, and, most importantly, trust. With its global operations and complex IT needs, the investment bank partnered with Framework IT to enhance their cybersecurity measures, streamline their communication platforms, and optimize their IT support. The results were transformative, leading to improved security, increased compliance, reduced costs, and a more optimized business overall. By focusing on proactive strategic consulting rather than maintaining the status quo, the investment bank has set a new IT management standard built to last.
Interested in improving your organization’s security and productivity? Speak with an expert at Framework IT about investment banking managed services and learn how, together, we can better secure and optimize your IT infrastructure.
Framework IT Rapidly Moves and Upgrades a Marketing Organization’s Technology
The marketing firm is a comprehensive brand management and marketing solutions company, spanning various platforms and industries. Faced with relocating their headquarters and production facilities within a tight timeframe, the firm expressed dissatisfaction and mistrust towards their existing Managed IT Services provider. By collaborating with Framework IT, they successfully carried out a significant move while sustaining regular operations. During the transition, this partnership also facilitated upgrades to their voice solution, backup and disaster recovery systems, network infrastructure, and internet connectivity.
Introduction:
After enduring a challenging period amid the COVID-19 pandemic, the marketing firm orchestrated a remarkable turnaround, experiencing rapid growth once again. However, the client grappled with significant technological hurdles. These included the imperative to relocate their headquarters and production facilities on short notice, difficulties in establishing effective remote work capabilities and maintaining productivity, and managing a plethora of staff onboardings while lacking an internal IT team. Moreover, the external IT vendor they had previously engaged was a source of dissatisfaction and mistrust, particularly concerning its ability to juggle multiple high-priority initiatives within the desired short timeline.
The CEO, whose background lay in marketing rather than technology, confronted the unenviable choice of either closely overseeing these IT projects with the current vendor or opting for a higher-caliber Managed Services Provider (MSP) capable of effectively and simultaneously addressing these multifaceted needs. Recognizing the daunting nature of micromanaging such an array of technological requirements and acknowledging their lack of expertise in the field, the CEO partnered with Framework IT.
Business Challenge:
Having successfully revived its business post-pandemic, the marketing firm encountered a host of technology-related issues. The most immediate requirement was to identify a more dependable and high-quality Managed Services Provider (MSP) capable of efficiently executing numerous concurrent initiatives within an extremely tight timeframe. A seamless transition process from the new MSP was deemed paramount for the firm, lest it compromise the successful execution of the multiple mission-critical projects.
Following closely in priority level, another pressing concern was an impending lease deadline mandating the relocation of their corporate headquarters and production facilities to new premises. This endeavor involved transferring a substantial amount of technology infrastructure. Furthermore, specific components of the existing network, data backup, and voice systems had become outdated and deprecated due to insufficient investment during the firm’s survival mode during the pandemic. These issues needed simultaneous resolution in conjunction with the office moves. The timeline for addressing all these challenges was constrained to just two months, owing to the expiration of their current lease.
Beyond these immediate and substantial challenges, the marketing firm continued to grapple with implementing technology systems that would comprehensively facilitate a productive remote work experience. This deficiency was negatively impacting overall productivity.
Framework IT Solution:
On day one of engagement, Framework IT initiated an onsite assessment of the existing technology systems while concurrently devising a comprehensive strategy to manage the multifaceted challenges tied to relocating the client’s operations. This included upgrading their infrastructure to tackle a range of IT obstacles. Swiftly, Framework IT’s engineers, alongside their dedicated vCIO, formulated a project plan encompassing the client’s site transitions, enhancements to network infrastructure, migration of telephony services, improved internet connectivity, and an upgraded data backup and disaster recovery solution.
Despite the intricacies, the client achieved a seamless move of their entire corporate staff and production floor, coupled with upgrading network capabilities, internet connectivity, and telephony solutions. All these significant changes were successfully implemented to ensure uninterrupted business operations within a single extended weekend.
Having addressed the client’s most urgent requirements, Framework continued to deliver ongoing IT support, strategy development, and security measures. This approach aimed to ensure sustained and efficient IT management, safeguard productivity, mitigate risk, and promote prudent technology investments moving forward. Currently, the Framework vCIO collaborates closely with the client to introduce supplementary security measures, further diminishing the organization’s potential vulnerabilities and risk profile.
Results:
Framework IT’s engineers not only orchestrated a flawless transition of the organization’s corporate and production operations but also simultaneously addressed outdated and problematic technological components. A mere three months into the partnership with Framework, the client was fully operational within new office spaces. This transition came hand in hand with enhanced network infrastructure, the utilization of significantly faster and more dependable fiber internet connections, and the integration of more robust voice, backup, and disaster recovery solutions. These enhancements effectively resolved most of the client’s prior obstacles related to remote work, thereby elevating workforce flexibility and productivity.
Furthermore, the continuous provision of IT support, strategic guidance, and security measures by Framework’s Managed IT Services has empowered the client’s leadership to relinquish the need for micromanaging technology projects and IT concerns. This shift in responsibility has allowed them to concentrate on their organization’s ongoing expansion and growth.
Conclusion:
Framework IT skillfully transformed what could have been a stressful scenario for the client into manageable projects, facilitating the migration of the client’s technology to new locations and the seamless implementation of various enhanced solutions, all within a short timeframe and with minimal obstacles. Integrating these more resilient technology solutions has effectively eradicated challenges related to the remote workforce, elevated overall productivity, and significantly mitigated the risks associated with data loss and cyberthreats. Consequently, the client now enjoys heightened peace of mind due to these substantial improvements.
Framework IT Modernizes and Secures a Building Materials Supplier’s Infrastructure
A large building materials supplier with multiple geographically dispersed locations and internal IT staff was challenged to manage the network infrastructure well, lacked some best practices, and struggled to support the staff well. Partnering with Framework led to adopting best practice network and security standards that streamlined management and optimized staff productivity.
Introduction:
The building materials supplier had been in a growth mode as it expanded its line of business and sales. The organization had expanded to 5 locations, some in states other than the headquarters. The internal IT staff, which had been able to keep up for years, now struggled due to a lack of networking specialization and capacity constraints. Moreover, the network architecture was not standardized or configured according to best practices, resulting in more frequent issues and compounding the existing IT management challenges. Moreover, the organization had security vulnerabilities that exposed them to cybersecurity breaches and wire fraud attacks, impeding their growth and workflow efficiency.
Business Challenge:
The building materials supplier had a combination of interrelated challenges managing their network, ensuring security, establishing reliable connectivity across multiple locations, and providing adequate IT management with an internal IT staff of one. The client inadvertently created a non-standardized and somewhat outdated network, resulting in more complexity and issues. Combined with a limited internal IT staff and lack of networking specialization, their situation compounded into critical network management issues. The client faced difficulties managing their network infrastructure effectively, resulting in productivity-sapping issues and higher total costs. Related but independent, the client’s internal IT staff lacked security expertise, adding to security vulnerabilities created by the disparate and poorly managed office networks. The client’s existing security measures were insufficient to protect them from cybersecurity breaches and wire fraud attacks, posing a significant risk to their operations. Finally, the client had an outdated wide area network, an unreliable VoIP solution and suffered further from lackluster vendor support.
Framework IT Solution:
To address these challenges, the building materials supplier brought in a managed services provider and partnered with Framework IT. The two parties performed in-depth discovery and consultation to holistically understand the deficiencies, along with the client’s needs, growth objectives, and requisite solutions.
Framework IT modernized the client’s network architecture and infrastructure via multiple initiatives. A hybrid-IT network was established, seamlessly integrating on-premise and cloud services to optimize performance and flexibility. Also, Framework transitioned the client from an archaic wide area network (WAN) design (MPLS) to a robust, modern WAN architecture with dedicated fiber at every site, which streamlined connectivity across locations, lowered costs, and increased bandwidth at each site. These solutions improved the client’s ability to access critical resources and collaborate seamlessly across their locations, reduced issues, improved security, and enhanced productivity.
Secondly, the client’s end-user devices were upgraded with modern hardware and software solutions to enhance security and alleviate the chronic end-user issues that productivity and burdened the internal IT staff member.
Thirdly, Framework further streamlined IT management for the client by transitioning them from a low-quality, though big-name, VoIP provider, to Framework’s Unified Communications as a Service platform. This transition allowed the client to rectify many longstanding configuration and workflow challenges with the prior solution, which improved customer service, internal accountability, and reporting, and alleviated many staff frustrations. Furthermore, Framework’s professional and efficient unlimited support for the solution removed the additional burden from the internal IT staff member, allowing him to focus more on internal services best suited for his skillset and the company’s needs.
Finally, Framework IT drastically enhanced the client’s security posture via several initiatives. Next-Generation Firewalls were implemented to fortify the client’s network security, protect against unauthorized access, and standardize firewall management. Framework IT integrated Windows Active Directory, providing the client with a centralized and efficient identity and access management solution, which both streamlined management and enhanced network security. Multi-factor authentication protocols were introduced to enhance user authentication and protect against unauthorized access attempts. Additionally, Framework implemented an advanced email filtering solution to mitigate the risk of email-based threats, such as phishing and malware attacks, and conducted cybersecurity training for end users to raise awareness and promote best practices for maintaining a secure network environment.
Results:
1. Enhanced network management:
- Through the partnership with Framework IT, the client gained the ability to effectively manage their network infrastructure, leading to improved workflow efficiency and operational productivity.
- Framework reduced support hours per user per month by 75%!
- Average tickets per month were reduced by 80%!
2. Strengthened security posture:
- The comprehensive security measures implemented by Framework IT significantly reduced the client’s vulnerability to cybersecurity breaches and wire fraud attacks.
- The client’s sensitive data and resources were better protected, instilling confidence among employees, customers, and partners.
3. Reliable connectivity and unified communications services:
- The deployment of Managed Fiber Internet connectivity ensured a stable and high-speed network connection across the client’s locations, enabling smooth collaboration and data transfer.
- The transition to the enterprise Cloud Unified Communications Service streamlined office voice services, rectified workflow deficiencies, and improved support to support greater staff productivity, especially for the customer service call center team.
4. Improved scalability and flexibility:
- The hybrid-IT network architecture allowed clients to scale their IT infrastructure and seamlessly integrate cloud services, accommodating their growing business needs.
Conclusion:
Through close collaboration with the client and the implementation of comprehensive IT solutions and best practice standards, Framework IT successfully addressed the network management issues, security vulnerabilities, voice and internet connectivity issues, and the broader IT management challenges faced by the client. The robust WAN network architecture, enhanced security measures, and modernized infrastructure empowered the client to focus on company growth and workflow efficiency while mitigating the risk of cybersecurity breaches and wire fraud attacks.
How Framework IT Streamlined IT & Boosted Productivity for a Museum
A museum faced IT obstacles affecting productivity. Partnering with Framework IT led to streamlined operations, enhanced security, and improved productivity through upgraded connectivity, device upgrades, security measures, data backup, and optimized printing operations.
Introduction:
The Museum, committed to providing exceptional learning experiences for children, encountered significant IT obstacles that impeded its efficiency and productivity. With limited internal resources and sporadic external consultants, supporting a staff of over 100 individuals and various technology systems became challenging for the museum’s network administrator. These systems included security cameras, credit card terminals, and touch-screen cash registers. The absence of proactive management and support systems and the museum’s requirement to operate seven days a week strained the network administrator and raised concerns about business continuity. Additionally, the museum’s failure to meet cybersecurity insurance requirements highlighted the need for a comprehensive technology strategy with professional support and cybersecurity service delivery.
Business Challenge:
The Museum’s heavy reliance on a lone network administrator and the absence of a cohesive IT strategy presented numerous challenges. The network administrator struggled to balance multiple responsibilities and provide support for various technology systems across the museum, leading to stretched expertise and limited capacity. The lack of a ticketing system and inadequate technology asset tracking further hindered efficient IT management. It became evident that relying on a single individual to dictate IT strategy posed a risk to the organization. The museum also faced obstacles in obtaining cybersecurity insurance due to non-compliance with specific requirements.
Framework IT Solution:
To address these challenges, the museum turned to Framework IT, having had a positive experience with its managed services through its CFO’s previous employer. Framework IT delivered a comprehensive solution that enhanced the museum’s infrastructure, security, and productivity.
Firstly, Framework IT upgraded the museum’s internet and backup connectivity by installing dedicated fiber internet, ensuring stable and high-speed internet access. This upgrade significantly reduced wait times and improved productivity for the staff and visitors experience.
Framework IT also identified and upgraded end-of-life Windows devices used by 25% of the museum’s workforce. This improvement eliminated performance issues and bolstered the organization’s security posture, safeguarding sensitive data.
To address cybersecurity concerns, Framework IT implemented multi-factor authentication (MFA) for all G Suite accounts, reducing the risk of mailbox breaches. Framework also deployed a third-party email security solution. Additionally, Framework implemented security awareness training to mitigate the risk of phishing attacks and enhance the staff’s ability to protect the museum’s systems and data.
Additionally, Framework IT implemented a robust data backup and disaster recovery solution, minimizing the risk of data loss and business interruption. The museum transitioned to cloud storage, freeing up space on internal servers and avoiding the need for additional on-premises hardware investment.
Furthermore, Framework IT deployed fully managed enterprise multi-function printer devices, improving print quality, reducing costs, and optimizing printing operations.
Results:
The partnership with Framework IT significantly improved the museum’s security, productivity, and cost-effectiveness. Implementing these solutions led to reduced tickets per employee, support hours per employee, and resolution time. The museum experienced a 10% decrease in tickets per employee and a 6.2% decrease in support hours per employee. Framework IT’s streamlined processes also resulted in a 2% faster average ticket resolution time. Moreover, the museum saw reduced managed service provider (MSP) expenses per employee, resulting in a $19.58 per employee per month decrease in pricing.
Conclusion:
By collaborating with Framework IT, the museum overcame its IT challenges and achieved streamlined IT operations, enhanced security, and improved productivity. Implementing solutions such as upgraded connectivity, end-of-life device upgrades, foundational security measures, robust data backup and disaster recovery, and optimized printing operations enabled the museum to operate more efficiently and effectively. The partnership with Framework IT exemplifies the value of a reliable managed service provider in addressing IT challenges and driving success in the non-profit sector.
Environmental Non-Profit Overcomes IT Challenges and Achieves Success
This article shares how an environmental non-profit organization overcame IT challenges by partnering with Framework IT. It covers the solutions that Framework IT implemented, which improved the organization’s infrastructure, security, and collaboration capabilities, leading to increased productivity and cost-effectiveness.
Introduction:
The Environmental Non-Profit faced several IT challenges with its previous vendor, resulting in minimal proactive consulting and contradictory recommendations. The non-profit organization sought a more efficient managed service provider to help with helpdesk support, security, infrastructure management, and strategy, focusing on not overwhelming their internal staff with IT responsibilities. They partnered with Framework IT to address these challenges and improve their IT management and operations, resulting in reduced support hours per employee, decreased resolution time, and a 25% reduction in managed IT expenses.
Business Challenge:
The non-profit organization faced several challenges with its existing IT vendor. Initially, the vendor provided quarterly strategy meetings, but these meetings ceased after the first renewal, resulting in minimal proactive consulting. Following this unexpected shift, the organization faced mounting challenges with its managed service provider.
Recommendations from the IT vendor became less proactive and sometimes contradictory. At worst, the recommendations disregarded the non-profit organizations’ requests. Quotes and renewal estimates were discussed at the last minute. Through audits, the organization discovered that its MSP continued to charge for managing numerous laptops no longer in use. The Environmental Non-Profit wanted to adopt SharePoint to replace its file server. Still, when it brought the request to the MSP, the partner advised against it and was unwilling to support the project. The organization implemented it independently, without expert assistance, unsure whether it was faulty and may cause issues. One year later, the organization’s managed service provider recommended pivoting the file server to SharePoint, not realizing they had previously advised against it and that it was already in place.
While the non-profit organization pressed its managed IT provider for proactive cybersecurity solutions, its managed service provider waited until the organization experienced a 365-account breach to suggest 2FA/MFA.
The client’s primary point of contact within their organization, who did not have a professional IT background, had to spend significant time on IT projects and support because the MSP’s help desk was unresponsive. The staff encountered situations where the MSP’s help desk technicians appeared reluctant to answer basic questions and were not always helpful in their approach.
The non-profit organization sought a fearless partner to provide proactive suggestions and regularly engage in proactive strategy conversations. They sought a more efficient MSP to help with helpdesk support, security, infrastructure management, and strategy, focusing on not overwhelming their internal staff with IT responsibilities.
Framework IT Solution:
The organization partnered with Framework IT to address its IT challenges. The team implemented several solutions to improve the organization’s infrastructure, security, and collaboration capabilities.
First, the Framework team migrated the organization to Azure Active Directory in the cloud. This centralized hub efficiently manages user groups and assets acquired from other companies, enabling previously unmanageable infrastructure and user group decentralization.
Framework IT implemented Mimecast Email security to strengthen the agency’s email services, offering more reliable protection, visibility, and control against potential spear-phishing and other email attacks.
To improve the office connection speed and reliability, Framework IT worked with the organization to implement dedicated fiber internet for improved speed and reliability. Framework IT also deployed a new cloud-managed firewall with a comprehensive security bundle. It upgraded to cloud-managed Ubiquiti switches to separate traffic between devices with different security and bandwidth priority levels.
The upgrade also included:
- Premier security licensing.
- Providing an added layer of security for the environment.
- 24×7 support.
- Hardware warranty.
- Better monitoring tools for potential troubleshooting cases.
Framework IT introduced missing foundational cybersecurity tools, like multi-factor authentication, email security, and security awareness training to prevent cyber threats. They have migrated the remaining on-premises servers, storage, and applications to Microsoft Azure cloud, eliminating remote access challenges for overseas staff and improving their experience. Once the cloud migration project is complete, the company’s file shares will be moved to SharePoint. With these initiatives and the organization’s IT challenges effectively addressed, the Environmental Non-Profit Organization can continue to thrive and scale.
Results:
The organization significantly improved its IT management and operations by partnering with Framework IT. As a result, the headcount grew by 20%, indicating the organization’s growth and success. The organization reduced support hours per employee by 44%, from 1.1 to 0.62 hours monthly. Framework IT’s streamlined processes allowed the organization to decrease resolution time by 36%, from 6.7 hours per ticket to only 4.3 hours per ticket.
As the organization adopted Framework IT’s best practices, it moved from Framework IT’s Level 4 Optimization pricing to Level 1 Optimization pricing, resulting in a 25% reduction in managed IT expenses for the business. These results demonstrate the effectiveness of Framework IT’s solutions in reducing issues, enhancing productivity, and enabling cost-effective IT management.
Conclusion:
The success of partnering with Framework IT for the environmental non-profit demonstrates the importance of having a reliable and proactive managed service provider to address IT challenges. By adopting Framework IT’s best practices, the non-profit was able to reduce issues, enhance productivity, and achieve cost-effective IT management. The solutions implemented by Framework IT, such as Azure Active Directory, Mimecast Email security, and dedicated fiber internet, helped improve the organization’s infrastructure, cybersecurity, and collaboration capabilities. The non-profit can continue to thrive and scale confidently, knowing they have a fearless partner in Framework IT.
Marketing Organization Case Study: Scaling IT With Framework IT
A marketing agency was dissatisfied with its managed service provider’s (MSP) performance. The agency aimed to fully outsource its IT needs, encompassing helpdesk support, security, infrastructure management, and strategy.
Their objectives included:
- Migrating to the cloud.
- Strengthening security measures.
- Receiving superior MSP support to boost productivity and resolve persistent pain points.
They faced multiple challenges with their MSP, such as delayed helpdesk support, micromanagement to address issues, project mismanagement, absence of strategic progress, and inadequate project management.
Introduction:
Like many businesses, the marketing agency faced significant challenges due to the COVID-19 pandemic in 2020. However, by the end of the year, they secured a major account and rapidly hired ten new employees within four months. As a global organization with offices in London, Chicago, Indianapolis, and Detroit, the agency needed to gear up for the next business phase and potential acquisitions in 2021 and 2022. They encountered difficulties with their MSP, which could not meet their IT requirements satisfactorily. The company aimed to transition to the cloud, bolster security, enhance productivity, and address long-standing issues through improved helpdesk support.
Business Challenge:
Before collaborating with Framework IT, the organization depended on an MSP and an in-house IT resource who has since departed from the company. The marketing agency experienced numerous issues with its current MSP, such as delayed helpdesk support, micromanagement for issue escalation, project mismanagement, absence of strategic progress, inadequate project management, constantly changing support teams, and unsatisfactory procurement and asset tracking. Their MSP’s inability to provide reliable and prompt support led to a protracted and disjointed onboarding process for new employees. The organization often resorted to local shops for computer repairs instead of using their managed IT company’s services. Although there were clear opportunities to enhance cybersecurity, the agency’s leadership team needed more trust in their IT service provider’s recommendations. The leaders recognized the need for a well-defined strategic roadmap and project management plan. The company sought to outsource its IT needs entirely to a more efficient MSP, encompassing helpdesk support, security, infrastructure management, and strategy.
Framework IT Solution:
The marketing agency partnered with Framework IT as its new managed services provider to overcome its IT challenges. Framework IT introduced several solutions for the agency. First, they migrated the organization’s Active Directory services to Azure Active Directory in the cloud. This centralized hub allows for efficient management of user groups and assets acquired from other companies, regardless of geographic location, enabling previously unmanageable infrastructure and user group decentralization.
Framework IT also implemented Mimecast Email security to strengthen the agency’s email services. This solution offers more reliable protection, visibility, and control against potential spear-phishing and other email attacks—an essential measure since the agency’s staff collaborates with numerous industry leaders to create high-value media assets. Additionally, Framework IT launched an awareness training campaign to inform users about potential hacks and meet compliance requirements set by the organization’s insurance provider.
The agency’s outdated network infrastructure was upgraded to Meraki’s Cloud Managed networking equipment, offering centralized oversight and real-time environmental analysis. A High-Availability solution was implemented for their firewall, enabling automatic fail-over and continuous internet services for uninterrupted work. Furthermore, the agency’s inefficient folder structure was improved by implementing SharePoint and Teams, facilitating seamless communication and saving costs by decommissioning their Dropbox licensing. With these initiatives and the agency’s IT challenges effectively addressed, the organization can continue to thrive and scale.
Results:
Framework IT’s solutions allowed the marketing agency to utilize a centralized hub for managing dispersed user groups, streamlining the process when the organization acquired a smaller business in 2022. Since partnering with Framework IT for managed services, the organization has grown its headcount by 22%. Despite this rapid growth, the agency has seen a 35% reduction in IT service tickets per employee, a 75% reduction in support hours per staff member, and an 82% decrease in issue resolution time.
In addition to facilitating quick scaling, Framework IT helped the marketing agency enhance cybersecurity by strengthening their email services with Mimecast Email security, safeguarding against potential spear-phishing and other advanced email attacks. The agency also met compliance requirements set by its insurance provider through an awareness training campaign, centrally monitored, and analyzed its environment in real time. It implemented a high-availability solution for its firewall, enabling automatic fail-over to maintain uninterrupted work.
By adhering to best practices and following the roadmap Framework IT developed, the marketing agency progressed from Framework IT’s Level 1 Optimization to Level 3 Optimization, resulting in a 25% reduction in managed IT expenses for the business.
Conclusion:
The marketing agency successfully addressed substantial technology and IT support challenges by outsourcing IT to Framework IT. Framework IT delivered effective solutions that improved the agency’s productivity, eliminated persistent pain points for its staff, and helped achieve their targeted objectives and reduce IT management costs.
How Adhering to Best Practices Improved Outcomes for a Mechanical Insulation Company
In this case study, a mechanical insulation organization faced several IT challenges, including remote access issues, poor communication with its external help desk partner, and inadequate disaster recovery solutions. The company desired a proactive IT strategy to align with its planned growth and acquisitions. Framework IT implemented foundational cybersecurity tools, updated their internet, and began migrating their on-premises servers to Microsoft Azure cloud, resulting in reduced expenses, fewer help desk tickets per employee, and improved staff efficiency.
Introduction:
The Mechanical Insulation organization was founded in 1958 and is one of the largest commercial contractors in Chicagoland. The business provides mechanical insulation services, including HVAC and plumbing insulation, fire-stopping, insulation removal, and repair, energy audit and efficiency services, and more. The company has experienced significant growth in the past two years, with a 34% headcount increase. It is actively looking to acquire smaller companies in the industry to expand its market reach.
Business Challenge:
The company’s hybrid on-premises and cloud server environment caused remote access issues for staff, which impacted productivity. The organization had an external help desk partner that was reactionary and had poor communication, which resulted in micromanaging IT issues internally and wasting key staff members’ time. The IT partner consistently missed essential steps during staff onboarding, leading to poor employee experiences and wasting internal resources’ time. The organization lacked proper IT asset tracking and documentation. The disaster recovery solution was also inadequate and left the company vulnerable.
The organization desired a more proactive IT strategy to plan a technology roadmap, budget intelligently, and align with planned organic growth and acquisitions. The company wanted to move entirely to the cloud but struggled to unwind from its current setup.
Company leadership sought a long-term relationship with a reputable IT company to help transition to the cloud, provide professional support to keep staff productive and drive a technology strategy that would allow the business to scale effectively.
Framework IT Solution:
Framework IT took on this organization at Framework’s Level 4 Optimization (least optimal) and immediately replaced all Windows 7 computers to improve performance and security.
Framework IT worked with the organization to roll out missing foundational cybersecurity tools, like multi-factor authentication, email security, and security awareness training to prevent cyber threats.
To improve the office connection speed and reliability, Framework IT worked with the organization to implement dedicated fiber internet for improved speed and reliability. Framework also deployed a new cloud-managed firewall with a comprehensive security bundle and upgraded to cloud-managed Ubiquiti switches to separate traffic between devices with different security and bandwidth priority levels.
Framework IT has now begun migrating the remaining on-premises servers, storage, and applications to Microsoft Azure cloud, eliminating remote access challenges for overseas staff and improving their staff’s experience. Once the cloud migration project is complete, the company’s file shares will be moved to SharePoint. The client will have drastically reduced capital expenses on infrastructure and optimized IT management spending by achieving Level 1 Optimization.
Results:
By adopting Framework’s best practices, the organization has reduced expenses and eliminated many technology challenges that were sapping staff productivity, resulting in 55.2% fewer help desk tickets per employee and 48.7% less help desk time needed to support their needs. Since adopting business-grade internet, staff has worked more efficiently, and the organization has experienced no downtime. With many longstanding challenges resolved, the organization has grown its headcount by 25% since partnering with Framework IT.
These initiatives allowed the organization to move to Framework’s more favorable Tier 2 pricing structure and reduce IT management expenses by 30%. Once the cloud migration project is complete, the client will reach Framework IT’s Level 1 Optimization (most optimal), thus decreasing the managed services expense by ~ 40% since the start of the agreement.
Conclusion:
Adhering to best practices has helped this Mechanical Insulation contractor overcome its IT challenges, achieve improved outcomes, and reduce infrastructure and IT management costs. By partnering with Framework IT, the organization improved its cybersecurity, network speed, and reliability, allowing the company to work more efficiently, reduce expenses, and grow its headcount while transitioning to the cloud. The project’s success has positioned the Mechanical Insulation company to achieve its future growth plans while minimizing IT management costs.
Non-Profit Education Organization Improves IT Support and Security
In today’s world, information technology plays a crucial role in every organization’s success, regardless of its size or nature. This is particularly true for non-profit organizations relying on technology to streamline operations and improve their community impact. In this case study, we’ll explore how a national social impact non-profit organization partnered with Framework IT to overcome its IT management challenges and implement a comprehensive solution that improved its security, efficiency, and productivity.
Introduction:
A growing national social impact non-profit organization focuses on creating thriving spaces for youth, adults, and communities through equity, wellness, and radical love. Their mission is to uplift healthy mindsets by promoting Diversity, Equality, and Inclusiveness in education centers. After separating from a larger organization, the non-profit struggled with an unsustainable IT management structure. Key operations managers were burdened with too many day-to-day IT responsibilities distracting from their core responsibilities and the organization’s mission. They needed a professional managed services provider to help clear these roadblocks.
Business Challenge:
The non-profit had an internal tech-savvy operating team and one external contractor managing its technology. However, the contractor was stretched too thin, and they needed more capacity and experience to drive the organization’s IT strategy and security proactively. As a result, key operations managers were trying to compensate for the poor responsiveness by addressing what they could and chasing him down for the rest. The overflow of IT responsibilities to key operations staff also stretched them too thin; as a result, they could not provide staff with the support they needed, which was inefficient. Even frontline staff members had to perform much of their troubleshooting to resolve issues or find workarounds. The shift to a primarily remote workforce further complicated the issue.
Framework IT Solution:
The non-profit partnered with Framework IT in May 2022 to improve its technology infrastructure. Framework IT’s consulting team understood their needs, issues, risks, and budget. They delivered a strategic technology roadmap that met budget constraints and put the client on a path to success in the near and long term.
Framework IT rebuilt the network to meet modern security requirements. It implemented foundational security tools, including next-generation anti-malware, endpoint detection and response, email security, security awareness training and mock phishing, and MFA, to protect the organization’s systems and data, including sensitive PII.
Framework IT consultants and engineers implemented Azure Active Directory to streamline management, help clients better understand their inventory, and migrated legacy on-premises file systems and disparate cloud storage solutions to a centralized, secure cloud storage solution. Additionally, the Framework IT team helped the non-profit adopt a cloud-unified communications platform.
Results:
These changes significantly improved the client’s security posture, reduced the office infrastructure footprint, minimized future capital expenses, and facilitated more efficient remote work. Framework IT enabled critical operations leaders to focus on their core mission and responsibilities, freeing up valuable resources to help the organization expand its community impact. The client moved up to Level 3 Optimization managed services pricing and is close to advancing to Level 2 Optimization due to adopting best practices. The headcount grew 8% for the client, indicating the organization’s growth and success. The number of tickets per employee decreased by 19% from the start of the agreement to the most recent period, meaning employees are more focused on their core responsibilities and have better morale. The average time to resolution of issues improved by 89%, resulting in a more productive workforce. Support hours required per staff member per month have decreased by 63% since partnering with Framework IT, demonstrating the effectiveness of Framework IT’s Business Optimization Framework in reducing issues, enhancing productivity, and enabling cost-effective IT management.
Conclusion:
By partnering with Framework IT, the non-profit was able to address its IT management challenges and implement a comprehensive solution that improved security, efficiency, and productivity. The organization’s growth and success are evident through its Level 3 Optimization status, increased headcount, and decreased tickets and support hours. Framework IT’s expertise and support enabled the non-profit to focus on its core mission and expand its community impact, aligning with its equity, wellness, and radical love values.
Case Study: National Staffing Firm
A national staffing firm with Fortune 500 clients and over 300 full-time employees and 30,000 contract workers. The company has 20 offices spread across 15 states.
Business Challenge:
The 4 person internal IT team struggled to manage the patchwork of different phone systems scattered across interstate offices cobbled together during periods of expansion and growth. With so many employees to support, the team also had difficulty tackling the larger projects to make the organization’s storage, virtual servers, networking, and telephony infrastructure highly available, all of which were high priorities for the CEO and COO. The final trigger for change occurred when the telecommunications services and spending became too cumbersome and expensive to maintain.
Framework IT Solution:
Framework analyzed the client’s voice and data service spending across all locations as well as the on-premise phone system. Framework IT discovered that by simply moving the client into VoIP phone service, they could save enough money to pay for a new IP phone system that would complement VoIP which would allow them to eliminate the cost and time-drain of supporting 20 different phone systems. Moreover, the move also offered the latest unified communications features which helped achieve their initiative to make their telephone infrastructure more redundant. Framework IT installed an Avaya IP Office Server Edition with a backup server and trunking in their data center space and used advanced routing to centralize all VoIP phone service through their Chicago office. This design led to a 70% reduction in their monthly telecom spending, and even after the cost of the IP Office phone system, the company faced saving $300,000 over the next 6 years. Framework IT Solutions Architects also designed and implemented a highly available virtual server, networking, and storage area network environment, allowing the internal IT team to focus on support and other projects.
How VoIP Services Transformed a Law Firm’s Efficiency
This bankruptcy law firm has 4 offices in major cities nationwide with a staff of 250 attorneys, customer service reps, and administrative personnel.
Business Challenge:
The Company was planning on opening two new offices as part of a larger expansion plan. However, with an older analog phone system at their headquarters that was long past manufacturer support, the internal IT team was challenged to come up with a telephony solution for the new offices that would also make sense for their long-term plans to upgrade the headquarters and all satellite offices to an IP phone system. Additionally, due to lawsuits and an improving economy, the company’s willingness to make large capital expenditures was very limited.
Framework IT Solution:
Framework IT proposed a telephony solution that would replace the core of the PBX, or phone system, with an IP-based system, while retaining all of their current telephones at their headquarters where the majority of the employees were located. This reduced the equipment capital investment to a third of what it otherwise would have been while still delivering an IP-based phone system capable of VoIP phone service and running remote IP phones at all satellite offices. This allowed the company to level a consistent telephony experience and feature set to all of their employees, no matter where they were located, while also providing a low-cost solution to their phone system needs for their headquarters, new offices, and existing satellite offices. Additionally, moving to 1 centrally managed IP-based system greatly reduced the administrative and management overhead on the internal IT team.
Case Study: Small Municipality
This small municipality outside of Chicago seeks to help create and maintain a high quality of life for Cuba Township residents, while providing Township services such as Road Maintenance, General Assistance, Property Assessment, Voter Registration and Early Voting, in a fiscally responsible manner.
Business Challenge:
With 4 offices spread across the municipality and a one-man internal IT department, the organization struggled with providing simple, cost-effective communications for all of its workers.
Framework IT Solution:
Framework IT partnered with one of our Cloud VoIP System providers to deliver a simple, easy-to-use, cost-effective VoIP system to all the offices. The solution, which included some easy-to-use mobile apps, reduced their telco spending while enabling faster communication between offices and mobile employees. Their feature-rich phone system is easily managed through an online portal and graphic user interface that is intuitive and easy for any non-technical person to administer. Any support needs are handled by Framework IT’s network operations center, completely alleviating their one-man IT department from worrying about managing their voice and telephony services.
Case Study: Mid-Sized Manufacturer
This mid-sized, privately owned manufacturer is the largest and oldest manufacturer of pet cages, pet toys, and pet accessories in business today. Based locally in the Chicagoland area, the company sells its products worldwide.
Business Challenge:
The Company faced inadequate internet bandwidth for some of its key applications and had a phone system on its very last leg. The Company also relied on several different technology vendors for various components of their technology, which saw the owner the communications middle-man between all the various entities. The change was necessary but all improvements faced an incredibly tight budget due to the “Great Recession.”
Framework IT Solution:
Framework IT specialists audited the client’s voice and data spending before offering their solution. Framework IT brought Comcast fiber infrastructure into their two main offices/plants to eliminate the old copper line service as the infrastructure in the area was maxed out, archaic, and unreliable. This resulted in a 4 fold increase in internet bandwidth, improving connectivity to their key, cloud-based business applications, and enhancing employee productivity.
Case Study: Multi-Location Regional Medical Group
An Orthopedic Surgery Medical Group with multiple specialists located throughout the Midwest.
Business Challenge:
With a new digital record-keeping system implementation around the corner, the company was looking for a solution that would modernize their voice and data service while bringing overall costs down. Between all of their locations, voice and data service spending came in at an expensive $9,000 per month despite the fact that the locations were operating on old Nortel phone systems at every location that was not connected, which increased voice service spending, complicated support, and caused customer service challenges.
Framework IT Solution:
Framework IT Specialists audited the client’s voice and data service and moved them from 1.5 MB T1 service to an MPLS with 3-10 MB and a PRI at each location. This WAN solution allowed them higher speeds and lower latency for their connection with their server in their collocation space at a data center and their EMR systems which resulted in a savings of $3,000/month. Using these savings, the company upgraded to an Avaya IP Office phone system networked across all of their locations to allow better communication and customer service, simplify support and system changes, as well as lower phone system maintenance and phone service bills.
Case Study: Private Medical Practice
This private practice has two offices in the Chicagoland area to serve about 5,000 clients.
Business Challenge:
Without any tech savvy staff, the practice had traditionally been extremely reactive to all of their IT needs, leading to a complete lack of documentation or even understanding of their various technology contracts, configurations, credentials, etc. This resulted in short-sighted decisions that created wasted investment and overspending in general. Finally, scheduling and communication was inefficient between the offices as the doctor traveled between the two throughout the week.
Framework IT Solution:
Framework IT implemented Managed IT Services and telephone system maintenance to alleviate all technology planning and support from the doctor and office manager by giving them a single point-of-contact for all of their technology needs. Framework IT negotiated their phone and internet service contracts to decrease their spending by 40% and also implemented an IP phone system that connected the two offices and sped communication and scheduling. The Evolution Framework allowed the client to move away from their reactive approach to technology to a proactive approach that put their environment in compliance with industry and manufacturer best practices which allowed them to focus on the practice and their clients.
Additionally, the telecom audit resulted in a 30% savings that paid for an IP phone system replacement heads above the old, unreliable phone system. Lastly, Framework IT leveled our Managed IT Services with the remaining savings from the voice and data service audit. The Managed IT service plan allowed the owner to transfer his technology management responsibilities to the team and gave him a single-point-of-contact for all of his technology issues, eliminating the time consuming and frustrating experience of communicating between and coordinating many technology vendors.
Case Study: Non-Profit Manufacturing Organization
This non-profit assists manufacturers and small businesses with a range of services from government contracting, to international trade, to employee hiring and training incentive programs.
Business Challenge:
The client experienced hard drive failure on their single server. A data restore attempt failed when the backup turned out to be corrupted; they ended up spending almost $2,000 in consulting fees to replace the drives and restore the data. As with many non-profits, their budget was extremely limited but they also couldn’t afford another instance in which their server was down for 3 days.
Framework IT Solution:
Framework IT implemented an extremely cost-effective disaster recovery solution, with complete backup images of the server stored both onsite and offsite. The client can sleep easy at night knowing they can quickly restore images of their entire server, or individual files, and messages instantly via the onsite backup image. In the event of an extended server outage, Framework IT can create virtual servers with the image of their server in our data center, allowing them to resume operations quickly and efficiently.
Case Study: Competitive Local Exchange Carrier
This mid-sized voice and data service provider, headquartered in the Chicago land area, is mostly a regional player but also has a national customer-base. The company is looking to rapidly onboard several new product and service offerings while also expanding their core services, with the goal of doubling revenue within 5 years.
Business Challenge:
Though the company had a world-class Network Operations Center to support the infrastructure behind their voice and data service, they had limited IT staff to support their own workstations, servers, storage network, and other networking devices. To support the rapid expansion of their product portfolio and revenue, the service provider needed to complete several large infrastructure upgrade projects. The level of expertise required for some of the necessary upgrades taxed the internal IT team already stretched thin to meet the daily support needs in their environment. Adding further complication, all upgrades had to be done with no interruption to the company’s 24×7 service delivery and network operations support.
Framework IT Solution:
Framework IT audited the client’s internal network infrastructure and discussed the business challenges and goals with management. After evaluation, the Framework IT team developed a phased plan to complete all of their infrastructure upgrade projects without interrupting their 24×7 customer-service delivery and experience, a key requirement. Additionally, Framework IT leveled our Evolution Framework to alleviate the day-to-day support of their end-users and network from the internal IT team as well as ensure their systems are monitored, maintained, and supported proactively, while also providing them a virtual CIO to augment their internal IT management with further experience and expertise in technology planning and budgeting. Alleviating the complex, advanced upgrade projects and the ongoing support from the internal IT team allowed them to focus on other internal projects that were well suited for in-house staff.
Case Study: Mortgage Broker with a National Presence
This Mortgage broker started out with one small office in the Chicago area, a 3 year period of rapid growth saw an expansion to 9 offices in major metropolitan areas nationwide.
Business Challenge:
Without an internal IT department to plan, implement, and support the voice and data service and overall technology infrastructure, opening a new office every few months was a costly, difficult challenge. The owners, non-technical professionals, were going to attempt to manage the technology themselves, which was a painful, confusing, and inefficient process that distracted them from their core competencies.
Framework IT Solution:
Framework IT designed, implemented, and supports an MPLS network that allows low latency connections to their cloud server environment as well as for their IP-Based phone system, which Framework IT also implemented and supports. The telephony and data network design allowed the company to easily add additional offices with a template technology model and predictable costs. The design also provided for automated local internet failover with a Cable internet provider in addition to the MPLS provider’s internet service as well as the ability for each office’s phone system to operate as a stand-alone entity in the event that a service or network issue disrupted the IP system’s connection to the company’s headquarters where the main system and voicemail reside. At a low upfront and ongoing cost, Framework IT delivered the client an enterprise-grade voice and data solution that can scale as fast and efficiently as the rest of their business.
Case Study: Logistics Company
This small company with a big footprint represents some of the largest producers of ferrous materials in the country and supplies pig iron to steel mills and foundries around North America.
Business Challenge:
The Company was struggling with its outsourced IT support vendor. The vendor’s response times were lagging which resulted in the loss of productivity. Further, the vendor lacked professional documentation of their network effectively preventing the client from calling other vendors in a pinch, they also lacked transparency and tracking of ticket and project progress and escalation, they didn’t level proactive maintenance and monitoring, and they did not provide any trusted level of support to help guide long-term technology decisions. In a nutshell, although the company had proactively kept its technology infrastructure current, they were stuck in a reactive spiral, largely due to the inefficiencies of their current vendor.
Framework IT Solution:
Framework IT leveled our Managed IT Services, which includes 4 key service delivery areas which addressed this client’s support challenges. Framework IT’s Centralized Services department ensured the client’s technology assets were proactively patched, updated, monitored, and maintenanced according to industry and manufacturer best practices. Framework IT’s Help Desk team provided a one-call support experience and a mean time of under 15 minutes in response to all issues. Framework IT’s Network Admin ensured that root cause analysis of recurring issues took place to reduce the need for reactive Help Desk support while also ensuring the client’s documentation was accurate and relevant at all times. Lastly, our Virtual CIO leveled years of technology consulting, planning, and budgeting experience to provide the client a true trusted advisory relationship to help guide their long-term technology and business decisions.
