ClickCease

Engineering

Task

VOIP and IT Support

Challenge

The customer was and is growing quickly and has a geographically spread-out workforce. They were struggling with IT support due to their multinational nature and the speed at which they were growing. They were also relying on personal mobile phones to make and receive calls.

The customer has grown from 35 to 185 staff in 18 months and could see this growth happening again in the coming months and years.

They wanted a partner they could reply to around the world and a phone system in place that didn’t give out their personal numbers and cause expense claims.

Solution

The customer saw the fix as being simple to think of but hard to complete due to needing the right partner with the right expertise.

The customer met Lanmark towards the start of their growth and was impressed by Lanmark’s flexibility which enabled them to grow, support them worldwide and cope with future growth.

The phone solution came up as they grew in employee numbers. Employees got more and more frustrated with giving out their personal phone numbers as well as having UK numbers. The customer opted for a Microsoft Teams phone system as it supported the travelling nature of their staff. The staff simply needed was a computer or smartphone a connection and it worked. The type of firm they are they are mainly Mac users and thankfully this didn’t make a difference. On top of this, they could have local numbers, for both incoming and outgoing, that are local to around the world and call international numbers without being hit by a large bill!

The solution has been embraced by their staff due to the ease of use and local numbers. This was also backed up by worldwide IT support that was delivered by a known and trusted company to the whole organisation. This was a big change for the staff as IT support was done prior to this by the very busy CFO. The 30-minute response time was what the users wanted and raising tickets via the portal is loved.

Partnership

The Lanmark team were quickly able to understand the issues for the customer at the time. Lanmark put in place a structure that worked with the customer and employees that allowed them to concentrate on their growth and less on IT and communication. Lanmark has monthly calls with the senior team so that they keep an eye on the current and plan for the plan and future. This includes rapid growth. During these calls, Lanmark makes sure from an IT perspective everyone is ready for any change that might come up. The customer also has access to the dashboard so they can see all tickets and understand the detail.

Results

The Lanmark team took on the worldwide support of the customer as well as their communication needs. The customer is growing and knows they only need to worry about the business and their day job. Lanmark is playing a key part in this growth of the customer by acting as a part-time CIO. This makes sure the customer is growing and not hit by IT needs or restricted by requirements they were not expecting.

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