I am happy to provide this open reference in respect of 360ICT.
The team at 360ICT have provided us with an onsite managed service and with integrated helpdesk for over 70 users, for the past 15 years. They have been exemplary in all of their dealings with us, and I would have no hesitation in recommending their services to other organisations.
for Smith & Nephew UK Limited
Client NameLaird Group
Client LocationPall Mall, SW1
360ict ServiceManaged Services
Our Client is the London Headquarters of a Multi National electronics manufacturing Company with strict deadlines to be met in terms of financial reporting and retention and security of data.
The Board of the Company are based at the HQ and if support is needed, it must be instant, and delivered in a very diplomatic and pragmatic way to ensure a speedy resolution.
A full audit of the infrastructure and deployment of monitoring software to provide a full 24/7 service offering.
A primary and secondary engineer were assigned to fully integrate with the staff and their needs to ensure that there was an in-house and fully available feel to the IT support offered. Extended hours coverage was also provided within the scope at financial year end.
Support was widened to include the on-site Avaya telephony.
A fully supported upper management team with all systems fully functional as needed to support a transient and demanding user group.
“We are a complex business with highly demanding users some of whom fly in for meetings at short notice and require IT and conferencing facilities to always be available. 360ict have delivered”
Client NameSparks Catering Butchers
Client LocationEnfield, Middx
Sparks are a foodstuffs manufacturer and distributor with 10 delivery vans fulfilling orders throughout the South of England. Hours of working are typically 4am through to 4pm.
They had a bespoke system written in an old version of Visual Basic, with an old version of Sage running on obsolete systems.
The Company depended on these systems for all aspects of their business, and had delayed updating the infrastructure due to the upheaval it would cause the operations and lack of flexibility of more modern applications to replicate their longstanding application which is at the heart of all the Company’s processes – and works !
Now with support no longer available on the old versions of the application nor the Sage 100 software, a managed service was invoked with contingency to cover all eventualities whilst this major project was undertaken.
A comprehensive plan was put together to upgrade the infrastructure and accounting software, however immediate steps were taken to secure the systems and provide stability.
This included a development system to test the many upgrades required before they were "set live".
Implementation of a managed back up policy both remote and on line
Adoption of our fully managed service level to include all software updates, anti virus, and both remote and on-site 24/7 cover.
The systems of the company have now been made secure with a path forward for any amendments and changes. This has meant that the organisation can continue confidently knowing that they finally after many years can really start reaching out and using technology to its full benefit and effectively moving from a system which was teetering on the brink to a state of the art fully virtualised environment.
Small business IT support
solutions such as demonstrated in this project are the cornerstone of our service.
The legacy systems are now secure and stable, whilst the many upgrades take place in line with the project plan, enabling fulfilment and revenue to continue to grow.
“We were caught up with a system which worked, but we knew it was not only outdated and no longer supported but was also slow, antiquated and cumbersome. However because it had been tailor written for us originally and was so ingrained in our working processes we couldn’t see a way forward. 360ict worked with us to ensure our data and applications were secure, the environment stable so that an ordered upgrade to our Sage and VB applications could take place."
Initially a small business which needed assistance to manage the predicted growth both in terms of number of employee’s and upgrade to the system infrastructure. The client was using a Cloud based CRM system but had no network infrastructure or file sharing.
The company was using a PC for as file server, and receiving support from a small provider who had little contingency for when he was on holiday or off sick.
It was identified that the client needed an in-house network and should move off of POP3 emails on to a full business email solution.
A new MS Exchange and Domain Server were purchased and installed thus creating a premised network. Domain and emails were migrated over and complex calendar sharing and synchronicity facility was also configured.
The new system meant that the office staff could now book engineers into on-line calendars instantly and respond to customer requests for callouts immediately thus increasing the efficiency and effectiveness of their call handling ten fold.
“The systems and 360ict’s support has been phenomenal in shaping the organisation and its success”
Client NameCarmelite Chambers
Client LocationCity Of London
360ict ServicePay Per Desk
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.
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.
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.
“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 NameLight Bureau
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.
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.
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
“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 NameSaud and Company
Client LocationEuston and Bexleyheath
360ict ServicePay Per Desk Support
Saud and Co are a small insolvency practice based in Euston and Bexleyheath. They run a Cloud based application for their case management along with MS Office, relying heavily on secure access to spreadsheets for case reconciliation.
Support needed must be patient and practical due to the multi lingual workforce with emphasis on stringent back up policy and managed costs.
A simplistic system with streamlined processes. A NAS to hold central files with easy shortcuts set up and systems locked down to ensure that users could easily access, update and save company documents and spreadsheets with daily on-site and on-line back up
Electronic filing system implemented through consultancy and understanding the needs of the practice. All practitioners and staff able to work efficiently and effectively.
Case management systems efficiently updated, ensuring regulatory control and management of fees benefiting cashflow.
This also assisted the practice immensely during their regulatory bodies inspections, meaning they were completed in good time and with positive reports.
“We were forever searching for documents and had a culture of relying on paper filing systems as our safety net. With a new streamlined system which all staff were fully trained in we can now access our case files quickly and are now working much more efficiently. 360ict have removed much of the workplace stress amongst the office staff.”
Client NameThe Air League
The Air League is a Charity whose core purpose is to be “an influential champion for aviation and aerospace in challenging times, with a small team which has much expertise, but not in IT systems and support.
They needed to outsource this function to a Company that would value their business and keep to a strict budget.
360ict’s Pay Per Desk all inclusive service, directly managed all workstations ensuring that issues were resolved, before they became critical.
A modular service offering has meant that even small charities can access solid business systems and support. Furthermore, 360ict’s Managed Hosted Email has meant that new email addresses can be temporarily added for specific campaigns without incurring high overheads or long contract terms.
Our involvement ensured that fund raising could continue unhindered by IT issues with minimum downtime.
The environment now secure in respect of data back up and protection.
“360ict were brilliant at communicating with us and training us so we are all confident and happy with the new systems and processes. They’re engineers are always patient and helpful and take time to explain things in non technical jargon”
Client NameThe Army and Navy Club
Client LocationSt. James, London SW1
The Army & Navy Club (or the RAG as it is known) is a Private Members Club in St. James’s London, originally founded for former and serving officers of the British and Commonwealth Armed Services.
Their prestigious premises has various Bars and Restaurants, Accommodation and Private Venue Hire. It relies heavily on its IT Infrastructure to take manage all bookings for its many prestigious members and the various facilities it offers.
With a full time IT Manager tasked with supporting all the systems within the club a systems partner was required to give the additional support and expertise required.
360ict were selected in 2004 to partner with the IT Manager and provide the backup support for the IT infrastructure.
Primary and Secondary Engineers were allocated and spent time ensuring knowledge transfer and full understanding of the systems. These engineers were then able to fully cover during holiday or other absences.
360ict have now been supporting The RAG for 12 years and have in that time provided consistent and effective backup support. Over the years we have upgraded and installed new infrastructure as required, provided IT consultancy as well as support. The RAG are running a fully Virtualised network with no single point of failure and have not had to employ any other personnel or services.
Front Desk booking and billing systems are 100% operational, translating into a seamless check in and check to include all restaurant bookings.
“The relationship with 360ict has always been a smooth and supportive one. They have continually provided cohesive back up ensuring that I am able to provide the club with effective and comprehensive support and system up time. It has become over the years and very strong and supportive partnership”
Client NameInvestec Bank
Client LocationAldgate, London
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.
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.
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.
“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 NameLewisham College
Client LocationLewisham, London
The college are one of the largest in London and have a vast number of computer systems for its IT course students. They had an-house engineer who was responsible for maintaining the systems, however the Principal an overall strategy, along with new hardware was needed to assist the college in planning for future delivery of its many IT courses.
360ict were contracted in to meet with the College Principal and the IT Steering Committee to analyse and provide a plan for the rollout of new laptops along with the management and security of them for the benefit of all of the students.
Lockable Desk docking stations were provided alongside the laptops for Student use. The network protocols were reviewed and tightened up to ensure students only had access so predefined course material and limited internet rights therefore ensuring that maximum focus was towards the qualification.
“We believe in working with local businesses where we can and to find 360ict on our doorstep and with such an array of skills and experience within its team was fabulous. It meant we had access to their expert teams who were on hand at a moment notice to assist and advise us”
Client NameLloyd James Broking Services
Client LocationDartford, Kent
Lloyd James Media is an innovative, multi-channel data agency which specialises in connecting relevant brands with potential customers.
Whilst having an in house IT development team, internal user support was prioritised as secondary to the production systems, hence the management decided to consider out sourcing this part of the support.
360ict had provided support to LJ in the past and LJ were pleased to consider a future partnership.
We invoked our Pay Per Desk plan with AV, and complete remote support and monitoring and system updates, only involving the development team should a switch need to be flicked or a system physically reset to save a call out fee.
Overall productivity increased and the burden of day to day internal service level was outsourced at low cost increasing the surplus.
"We were pleased to engage 360ict again, and found them to be sympathetic to our needs and efficient in their service delivery."
Client NameBristol Myers Squibb Pharmaceuticals
Client LocationHounslow, Middlesex
360ict ServiceManaged Service
Bristol Myers Squibb are a global biopharmaceuticals company which develops and produces medicines. Their main UK offices in Hounslow had an internal IT support team but required some assistance in guaranteeing support of the sales force.
The large field based sales force had laptops upon which they were reliant and needed in order to achieve their targets. These were often going faulty due to heavy usage and accidents.
A support contract was drawn up with an inventory of all systems including all desktops and printers. 360ict provided an on-site engineer alongside stock of parts held on site particularly for the Printers and the Laptops. The 360ict engineer ensured that current images of builds were maintained and quick repair or setup of replacement laptops could be achieved for the field sales team.
The additional engineer ensured the parts stock was constantly replenished so that repairs could be completed at once, meaning that field service staff in particular were never left unable to perform
Our service ensured 100% deployment of the team, higher levels of staff motivation and increased sales.
“Seeing sales personnel unmotivated and failing to perform and staff hanging around sharing devices at times was unacceptable and needed a new approach than just the reactive approach of our IT team. Just employing further members of the team was not going to solve the problem but with the 360ict Managed Service, the support of the organisation and parts inventory we were able to support the sales and office staff much more effectively and efficiently”
Client NameThe Franklin Mint
LocationCatford, South London
360ict ServiceBuild and Relocation
Franklin Mint produce "collectibles" predominantly marketed in the UK via the Sunday Broadsheets and magazines.
Based in South London, their lease was coming up to expiry due to a planned development on their site at Catford and they needed to relocate.
The 360ict project team drafted the technical specification for the physical environment at their new premises in Londons Docklands to include equipment room and desk plan layout.
We liased with M &E contractors and also installed the structured cabling system. Our relocations team was mobilised and physically relocated the complete IT infrastructure after full planning, back up and decommissioning.
Server transportation was via our fleet of unmarked estate cars fitted with security glazing. Mounted within these vehicles is a 19” server case that can accommodate up to 12U of equipment. Our vehicles are driven by IT engineers who understand the tolerances and sensitivity of delicate electronics.
Each user's desktop configuration was boxed, packed and marked individually so that it could be reinstalled swiftly at the new desk position.
The Franklin Mint continued to to operate throughout the move weekend with revenue unaffected. All back office systems were live on the Monday morning with on site engineering contingency to assist users with new login and ensure all printers were available.
"This major project was completed without a hitch, with much appreciation to 360ict"
Client NameThe Mercers Company
Client LocationCity of London
The Mercers’ Company is the Premier Livery Company of the City of London. They make substantial grants to support education, general welfare, church and faith and arts and heritage. Also a network of almshouses and other homes for the elderly are managed by the charitable trusts associated with the Company.
In house there is an IT resource, however their main priority are special projects and event support. There are 30 + internal users as well as 16 additional sites at their Almshouses which all need sporadic support across the country; with the in-house team not always able to meet the demand.
360ict invoked its Pay Per Desk support provision to include the remote sites. This provided Mercers with a one stop shop for all of its ICT issues including the telco switch, which although was supported by another provider had the fault calls all routed and handled via 360ict Help Desk.
The reputation of the IT department was maintained within the organisation and cost benefits were achieved with an improvement in up-time, especially at the remote sites.
"Over the past 8 years, 360ict have been invaluable in widening the support offering to our user base and internal clients."
Client NameMorgan Lewis & Bockius LLP
360ict ServicePrinter Fleet Services
A Global Law Firm with offices worldwide required a Printer Services company to take the overhead of supporting the business’s printing function off of the London in-house IT team.
360ict were contracted to provide a printer support agreement in 2010 for all of the organisation’s HP Laserjet Printers.
A successful relationship which has continued to provide the necessary printer uptime and required levels of support over the years and to date.
“360ict have been a great support; the service is efficient and the engineers are all knowledgeable and always happy to go the extra mile”
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