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.
The Company was struggling with their outsourced IT support vendor. The vendor’s response times were lagging which resulted in 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 their technology infrastructure current, they were stuck in a reactive spiral, largely due to the inefficiencies of their current vendor.
Framework Communications’ Solution:
FwC leveled our CareFree™ Managed IT Services, which includes 4 key service delivery areas which addressed this client’s support challenges. FwC’s Centralized Services department ensured the client’s technology assets were proactively patched, updated, monitored, and maintenanced according to industry and manufacturer best practices. FwC’s Help Desk team provided a one call support experience and a mean time of under 15 minutes in response to all issues. FwC’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, FwC’s 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.