SERVICE SUPPORT & CRM INTO AZURE 

Newton Waterproofing Systems (NWS) provide complete structural waterproofing systems for new and existing buildings.

Problem:

As a growing business, NWS were at a stage where they felt their current IT provider were not providing them with the most up-to-date solutions, and they weren’t receiving a quality level of service they would expect from an IT provider.

Running on outdated systems, they were continuing with on-premise solutions whenever reviews were due, and the communication between the business and service provider was at a low level. NWS were looking for a more pro-active IT provider that could walk through issues with them, discuss better ways of working, make suggestions for better tech, and keep them updated with the latest features on their purchased licenses.

Security was also a key turning point for Newton; with the increase of threats and the tougher regulations, NWS couldn’t see their current incumbent being pro-active in advising on security and protection or putting practical measures in place.

Generally, communication was not a priority, responses were not meeting their expectations, and they felt they needed a full reset across the board.

Solution:

When NWS came to T-Tech for a proposal, we were able to showcase our vast number of clients we have running in cloud platforms and infrastructures. Our cloud specialists understood their requirements for upgrading their Office365 environment and moving them into the Modern Workplace. We were able to map out their journey and show them some of the special features we use within T-Tech, such as having virtual dedicated teams with clear escalation routes through our Service Desk.

After agreeing to work with us, we provided NWS with:

• 1^st, 2^nd & 3^rd line support from our Service Desk

• Supporting them in changing their CRM system

• Backups into Azure, giving the best possible performance

• Office 365 licensing

• Inputting security measures, including 2FA, web filtering, and anti-virus

• Remote working capabilities

We made sure that communication between the T-Tech account manager and the team at NWS was regular and consistent, as this was expressed to us as an issue for NWS with their previous provider. It was important to us to create a good and trusting relationship with NWS, so they could feel differently toward us (then they have done in the past).  

Outcome:

After a successful and smooth implementation, NWS are now a fully supported client. T-Tech now manage the entire estate of NWS, and we have completed the CRM project, which is currently in full use. Support from the Service Desk is in full swing, and we have had very positive feedback across the team from our support surveys.

To continue their journey, NWS are now reviewing the next step; to move their entire way of working into the cloud, really getting a grasp on the modern workplace.