Client Location:Dublin, Ireland
360ict Service:Pay As You Go
Dell have a Server Sales Team which operated out of its Headquarters in Dublin, Ireland.
The technical sales team provide solutions to businesses throughout the UK. The installation and support services were then provided by 5 main contractors on the Approved Supplier List.
After a successful sales campaign the team were facing problems with the limited availability of installation engineers from the 5 suppliers particularly within the London area and customers were getting very agitated and constantly let down.
The Sales Manager at Dell sought authorisation to find a supplier for what became termed at Hospital Passes whereby they would provide technical expertise to finish or correct installations which had not been completed by the incumbent suppliers.
360ict Senior Management met with the teams in Dublin to fully understand the brief and then successfully carried out multiple installations throughout the London and South East region on behalf of Dell Direct Sales Team.
Each installation was quoted with a fixed price and timeframe based upon an agreed Scope of Works.
Dells reputation was enhanced by lower timescales and fixed charges for sometimes very complex installations.
Positive scoring of customer satisfaction feedback increased in the London and South East of England.
“My team were getting really demotivated through lack of support of the selected suppliers over in London. 360ict made a fantastic difference, they have been so easy to deal with, just one phone call and email and you know the job will get done leaving us to carry on with our jobs. Not only that they made the effort to come over to meet my team and really understand what support we needed.”
Client Name:Bank of England
Client Location:City of London
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.
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.
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.
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.
“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:AKA Marylebone
Client Location:London, W1
AKA provide furnished residences and apartments for executive short term stays. Predominantly in the US with residences in Los Angeles, New York, Philadelphia and Washington they have a prestigious 1920 building offering luxury accommodation situated between Regents Park and Hyde Park.
The client based in New York, needed a local company to oversee the CCTV, Broadband and Wi-fi facilities.
360ict’s Pay As You Go Service allows AKA tenants access to fully trained technical staff with the backup of a Client Services Team without the need for long term contracts.
The residents have fully functioning Internet and Security systems with help only one phone call away. This enhanced the added value service from AKA.
“To be able to have access to a professional team as and when required has been great. The staff at the residences do not have any technical skillset but need to provide a discreet and proficient service so we needed a support partner to assist with the Broadband and CCTV. I have found 360ict to be able to provide this and have been very happy with them and reports back from staff in London have been good.”
Client Name:Portland Hospital
Client Location:Central London
The Portland Hospital is the only private hospital in the UK dedicated to the healthcare of women and children.
They have an experienced team of almost 600 consultants and nursing staff all with outstanding facilities providing high quality healthcare in comfortable surroundings.
One of their consultants systems failed, ironically due to a virus and required on site attention as the system would not boot up.
This needed to be completed speedily, also with a Company that would not risk the loss of any personal data.
360ict with its high level of data integrity was well placed to ensure the data was not compromised. Prior to work commencing, the system was physically disconnected from the network whilst the virus was located and eradicated and the system made safe.
The system was then handed back to the user to check that data files were intact out of sight of our technician.
Patient bookings and record access resumed after a speedy process of virus elimination and a free Anti Virus protection installed onto the system to protect going forward and ensure the system remained operational.
"Having found 360ict on Google, we were pleased with the ease that the transaction and service was progressed. Especially having not been an existing Client"
Client Name:Bickley Park School
Client Location:Bickley, Kent
An independent preparatory school for boys aged from 2 ½ to 13 years of age, with an in-house full time IT Engineer who oversees all of the systems used by staff and students throughout the school.
With just one internal member of staff who had the skills and knowledge to ensure that systems were maintained, when he was wishing to take holiday and paternity leave the school would be left with no support.
A 360ict engineer was assigned to spend a day with the incumbent staff member to go through all systems and processes and take copies of all contracts, usernames and passwords to effectively take over technical support whenever the staff member was absent.
This provided contingency for a fully supported system and staff member without any overhead costs being incurred unless needed. Staff members pleased that they could not only rely on internal support but also depend upon that of a local organisation when required.
Risk mitigated at minimal costs.
“I approached 360ict wondering if there was some way to mitigate the risks we were facing with only one person having any knowledge or and ability to support our systems. Their solution was perfect, it didn’t require anything from us but has given us the comfort of knowing we have business level support whenever needed.”
Client Name:Activate Agency
Client Location:Croydon, London
A small Marketing Consultancy running Small Business Server needed assistance on available upgrade paths.
The owner of the agency was aware that MS SBS Server was no longer supported and that his hardware was old and needed replacing.
One of 360ict’s Sales Team contacted the client to discuss the enquiry. After telephone discussions and information was provided so that a set of recommendations could be drafted.
A project and scope of works was set up for Activate Agency using MS Office 365 licences for which we set up email accounts and migrated over the email data for all users within the agency. File and print data was then copied off of the premised Server and moved to One Drive for Business.
360ict Sales Team engaged with the client providing technical advice and recommendations so the client could make the right decisions on their IT strategy for their business without incurring any costs.
The client was then able to make the right choice without obligation.
“I was professionally advised, guided and 360ict happily engaged with me without any contractual commitment”
05 January 2017
Thank you so much for your help today, it is truly appreciated. Your engineer was very knowledgeable and quick to diagnose and fix the problem after I had spent the previous 3 hours trying to do this. I am very grateful that you managed to do this within the free 15 minutes although I still would have paid if you asked me to because I was very impressed with how efficient the process was! As I explained, we are a business with 7 PCs and no longer have IT support however I feel much better that I now know about you and will not hesitate to get in touch with 360ict should we have another problem!
Many thanks again!
Client Name:Richard Glen
The client is a sole trader working from home who was experiencing problems whilst creating a presentation involving multiple spreadsheets.
After making a call to our Helpdesk one of our Customer Service Team dialled remotely onto to the clients system and spent several hours working through the presentation and as providing an on-line tutorial to the client.
A simple call to our helpdesk resulted in the customer not only getting their presentation completed on time, but also being provided with training for future use.
A comprehensive business plan was completed on time, and skills transferred to assist with future versions.
“360ict made it so simple for me to access support just when I needed it. I was tearing my hair out and called in desperation and was simply put through to an engineer who was an absolute whizz but also took the time to not only repair my documents but also talk me through how and what he’d done”
Want to read more? We have 20 pages of customer testimonials.
Bromley, Croydon & South London office (Sales & Technical).
6-20 Burrell Row
Kent, BR3 1AT
Telephone:0208 663 4000
Fax:0208 650 3627
Central London Office
160 Victoria Street
Telephone:0203 759 5052
Fax:0208 650 3627