Already outsourcing their IT, Whitefriars felt that their incumbent supplier was underperforming. They wanted a company that could further improve user support and network operations.
Whitefriars IT team conducted a rigorous review of their existing service and issued an Invitation to Tender detailing the service and performance levels required.
“The transition went like a dream. There was no disruption to the users and you can’t ask for better than that. So I’m happy and I’m still happy. Things are going every bit as well as I imagined and probably better than I could have hoped for and it’s not often I say that about IT suppliers. Our user satisfaction survey shot up significantly during the first six months and was good within a month of the handover.”
Andrew Carroll
Head of ICT
Whitefriars Housing Group Ltd
In reviewing the proposals, Whitefriars were also aware of the need to choose a more experienced managed services provider capable of providing a smooth transition from their incumbent supplier and delivering a professional, efficient and robust service.
“We chose ComputerLand (now part of Capita It Services) for many reasons. A key for us was the cultural fit; the size of ComputerLand* gave us the confidence that they could deliver but also that we would get enough attention,” continues Andrew Carroll, Head of ICT, Whitefriars Housing Group Ltd, “ComputerLand* provided a credible proposal, showing that they had done it before and identified in detail how they would deliver the service to us. They understood our requirements.”
ComputerLand* currently provides Whitefriars with a fully managed IT support service for their 500 users. The support provided by ComputerLand* incorporates a managed service desk, one full time engineer on-site, remote monitoring and management of their servers and all network equipment.
“ComputerLand* manages everything to do with any technical aspects of our infrastructure and also provides a problem management resource. They are our trusted IT technology partner and also help our business applications and project teams,” highlighted Andrew.
ComputerLand’s* Continuous Improvement Programme (CIP) and regular technology review workshops consistently challenge and develop areas that improve client services and end user satisfaction levels. Regular independent telephone audits monitor user satisfaction.
* (ComputerLand is now part of Capita IT Services)
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