Client Name Carmelite Chambers

Client Location City Of London

360ict Service Pay Per Desk

Author B. Wattingham

Client Challenge

Carmelite Chambers wished to move to a new case management system and infrastructure which would be flexible should the firm wish to relocate, and also to handle the mobile needs of its barristers.

Alongside this, they needed to move over to the CJSM encrypted email solution, which would involve the need to organise training with each of the 90 Barristers at their various locations at times to suit their court commitments.

The Chambers also had a legacy telephone system which required continued support and including in the overall support plan.

The Solution

360ict relocated all services to their data centre, with a small portable server on site for file and print. Support costs have been fixed, based upon a charge per user which can be increased or decreased dependant on workload.

We made our helpdesk fully available to the barristers in order that they could be set up when they were not in Court, and all individual updates were completed within 3 months.

The legacy telco system was included in the support plans meaning that the Chambers had one number to call for all issues.

As one of the largest Criminal Chambers there was an urgency to bring in the CJSM system and data encryption on all the Barristers systems in order to comply with new laws. All systems are now fully compliant and the Barristers are all using the CJSM system to receive and file court documents.

Client Result !

The infrastructure is now very portable, with data fully migrated to the new system with email transport via CJSM all within a "per person" budget model to assist with managing costs.

Client Testimonial

“A complex process which was managed professionally and with very little upheaval to the day to day working of the Chambers thanks to the brilliant and dedicated project team at 360ict.”

Client Name Investec Bank

Client Location Aldgate, London

360ict Service Managed Services

Author B. Wattingham

Client Challenge

The Bank had found that business change and regulatory administration were putting the in - house IT team under increasing pressure and therefore needed additional resource.

The Solution

360ict were initially contracted on a standard break and fix type contract for Guinness Mahon Group who were then acquired by Investec. Once the group was purchased and amalgamated into the new structure the need for full time additional IT resource was quickly identified to assist in the provision and training of new systems and processes.

As we already provided IT support services and had a primary engineer who was assigned to the site he was assigned as a full time interim IT support specialist on-site at the Bank.

A time consuming, lengthy and costly recruitment process was avoided and we were able to fulfil their immediate requirement from an engineer who was already fully conversant with the systems and personnel.

Client Result !

The IT department continued to provide a high level of seamless support to the business, all within budget lifting their reputation with an increased service level.

Client Testimonial

“The transition from GM to Investec was very stressful as all change on a large scale is so it was great to have the constant support of 360ict move with us”

Client Name Light Bureau

Client Location Battersea

360ict Service Pay Per Desk

Author B.Wattingham

Client Challenge

LB is a specialist, global lighting consultancy which had a failing network and escalating costs due to loss of uptime, quick fix investment and heavy licencing charges as well as needing to replace an aging telephone system.

They quickly needed to rationalise their infrastructure, upgrade essential but failing units, audit their complex software licence schedule and implement a support schedule that was scalable dependent on their project workload.

Existing support was from a sole trader with low contingency for busy periods or their own holiday or sickness cover.

The Solution

360ict has a stable team of over 12 technicians, so from day one was able to provide a continuity of stable support cover.

The Pay Per Desk Managed Service plan provided a full support service that could increase and decrease with staff compliment to include support of the telephone switch until a replacement could be selected and implemented.

The infrastructure was reviewed and the crucial elements were replaced with new faster units, using the best of the existing as back up and file and print servers.

360ict undertook a complete review of their licencing highlighting that they were over licensed renewing automatically on a myriad of software which was no longer in use.

Client Result !

The upgraded system provided stability to enhance productivity, boosting the output of the team, and supported revenue growth.

Large reduction in on-going licencing costs, a system giving 100% access to designers 24/7

Client Testimonial

“The Company is reliant on IT but was burdened with heavy costs and yet substandard systems which were hindering important and expensive designs. We needed an IT support company that would really work with us and not simply put more systems in place which did not effectively work for our business. We also needed the type of partner that would understand and go that extra mile when we had big tenders to complete and offer that additional 24/7 support to our designers. 360ict have been a truly supportive part of our business”

Client Name Bank of England

Client Location City of London

360ict Service Pay As You Go

Author B. Wattingham

Client Challenge

The Bank of England had an in-house IT team to manage their in-house systems but do at times require additional resource.

However due to strict security restrictions they cannot just call in additional resource when special projects are utilising the regular team. Suppliers must be thoroughly vetted and added to the Bank’s Preferred Supplier List.

The Solution

360ict’s Pay As You Go service which provides full access to all its services including Helpdesk User Support, Helpdesk remote support, On-Site support for network equipment and on-site Printer repairs covered all the elements required by the Bank in one supplier.

We identified a selection of engineers who could cover all the aspects that may be required by the Bank and these were checked and added to the banks approved list and we formed a solid relationship with the incumbent team to provide additional support services as required.

Backup support from 360ict to the in-house team meant that staff had the confidence of knowing additional support was available when needed.

Client Result !

Operational service levels continued to be met specifically when special projects were also a priority.

The internal IT departments reputation was enhanced by calls being closed within SLA.

Client Testimonial

“The Bank have stringent policies and processes and suppliers must adhere to these. This makes it difficult to call in help at busy times so identifying 360ict who could provide additional support at a moment's notice has greatly helped ensure the smooth running of our systems.”

Client Name Green Island Holidays

Client Location London W1

360ict Service Pay Per Desk

Author B.Wattingham

Client Challenge

An independent and specialist Travel Agency based in W1 who had relied on an in-house employee for IT support.

After implementing a new, more sophisticated technical solution for the Company, a greater level of on-going support was required.

The Solution

As a business which identified itself as needing flexible support which would offer higher levels of help at critical busy times and less support at quieter periods the 360ict Pay Per Desk modular support solution was implemented.

The Pay Per Desk contract allows managers to instantly upgrade the level of support they require, decrease the number of users or support modules they need as per the needs of the business.

360ict Result

With a complete new ecommerce system implemented the management of GIH were able to ensure that the business had full systems support at levels required for the various levels of the business.

Client Testimonial

“We couldn’t recommend 360ict highly enough, they transformed our business and are always available for on-going support and advice, even to the point of sitting over a coffee and assisting us in envisaging our future IT requirements and strategies”

Client Name UBP

Client Location St James, London

360ict Service Managed Voice Service

Author B. Wattingham

Client Challenge

Union Bancaire Privee is an Investment Bank based in Geneva with a global presence.

The London office of the bank has utilised an Avaya telephone system for the past 22 years which was installed in St. James Square with some 300 extensions. This required on-site support and regular updates as well as linking to the Etrali Dealer board. The two systems were not of the same era and were not initially communicating.

The Solution

360ict had supported the Telco at UBO since its installation back in 1998, and with its deep knowledge of communications was able to enable the two systems to "talk" by placing a more recent IP office as a link between the now obsolete Avaya and the new Etrali Dealer board.

Client Result

The new dealerboard went live on time and within budget as the IP office was sourced from 360ict loan stock, which could be provided without charge as part of the support agreement.

Client Testimonial

"360ict have provided a constantly high level and personal service to the Bank for some 20 years plus."

Client Name Kingston Smith

Client Location Central London, West London & Home Counties

360ict Service Printer Fleet Services

Author B. Wattingham

Client Challenge

Chartered Accountants and Business Advisors with a large printer fleet spread across offices in London and the home counties.

Critical reliance for the business to be able to print reports.

The Solution

360ict’s Managed Printer Fleet service was contracted to manage and repair all of the printers throughout all of the customers sites including Central London, West End, Romford, St. Albans, Hayes and Redhill in Surrey.

The service included for guaranteed response and fix times across all sites and a stock of parts and spare equipment was provided to ensure that these were met.

A fully managed service provided requiring little or no input by the customer thus ensuring they could concentrate on their business whilst the reports flowed on demand.

Client Result !

The managed service produced regular reports ( or on demand ) showing printer up time at 99.4% with strong positive effect on Client care and efficient billing.

Client Testimonial

“I’ve worked with 360ict for many years now and have had no complaints or concerns from any of the personnel across the group on the level of care and expertise they offer. Requests are handled professionally and the engineers are always polite, courteous and knowledgeable.”

Client Name Arabic Ruling Family London Residence

Client Location Mayfair, London

360ict Service Managed Voice Service

Author B. Wattingham

Client Challenge

The Facilities Manager at the London Residence of an Arabic Ruling Family required a Telco Support Company that would be sensitive to the Arabic ways should they be required to attend site for any works on their telephone system and WIFI Network.

The living areas were segregated between men and women, and a very discreet level of behaviour and dress was required.

Any major works were to be planned when the house was not occupied, also if disruptive works had been planned, and family arrived in the UK these works would have to be cancelled sometimes at very late notice.

Ultimately, the uptime of the systems was paramount but equally so was the way the service was delivered especially during the months of Ramadan when some of the residence would become nocturnal and access to floors / rooms would be restricted.

The Solution

360ict with its long history of business relationships in the Arab world was selected to manage the WIFI and Telephone Systems. A complete set of drawings showing the layout of the house was maintained with remote access set up to minimise attendance at the house.

The House Manager had Board Level contact at 360ict to ensure that messages were speedily relayed to installation and support teams should HRH arrive without warning and works need to be rescheduled.

The works were completed by members of 360ict who had worked in the Arabic environment and so were familiar with customs and behaviour.

Client Result

360ict has been supporting this function for some 15 years now and the relationship has worked out very well for the Facilities Team , with our service being completed without being noticed.

This has contributed to the high reputation of the Facilities Team for getting the job done.

Client Testimonial

“The 360ict team have been superb at understanding and working within the constraints of a residential property owned and occupied by such highly prestigious individuals who expect things to be available and in full working order at all times.”

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