Connectivity Issues : Case Study
See how Principal's personal, proactive service enabled a leading charity with 15 locations to improve connectivity and reduce helpdesk calls in line with budgetary requirements.
On Call
Sending Out a Message
Established in 1974, Porchlight is a leading homelessness charity assisting vulnerable people across Kent, with its staff sometimes working 24-7 for its service users. The last thing staff in satellite offices need is unplanned computer downtime at 3am. After all, their priority is to change lives and attitudes, not computers.
Interference
With its operations straddling 15 Kent locations, Porchlight needs a reliable network of PCs, laptops and hand-held devices to keep things ticking over. By November 2008, persistent IT difficulties hampered Porchlight's work. Jayne Nottage, PA to the charity's CEO Mike Barrett, explains that there were "many niggling connectivity problems." Porchlight's staff numbers had grown and the IT system struggled to cope with the requisite add-ons. Staff were "always fending off unexpected issues." Calls to the helpdesk were high, and call-out charges and hourly rates sometimes meant it was cheaper to replace machines than call engineers.
Mayday
Things came to a head.
"The server was being worked on over a weekend and it wasn't up and running by Monday. I hadn't had a chance to pre-warn staff. That episode was the straw that broke the camel's back."
Jayne Nottage recalls. "It was time to act." Fortunately, help was at hand.
Affirmative
In January 2009, Principal began working with Porchlight after a successful tender bid. Its team carried out a network healthcheck and stabilised connectivity.
"We were a bit apprehensive about switching to a new provider, but we felt we made the right decision with Principal."
Jayne Nottage says. Porchlight now receives ongoing support from Principal through friendly helpdesk contacts, engineers and monthly meetings. And helpdesk call numbers are at an all-time low.
Loud and Clear
Jayne Nottage believes good communication is the key.
"We know we are not their only customer, but there is always someone there when a problem arises. Also, we now have a 'face of IT.' It's not a different Joe Bloggs every time so staff can build a rapport. People have gained confidence in the helpdesk."
Copy That
Principal's understanding of the charity's business is another plus.
"It is the nature of our job that people are out and about, and Principal will try and fit in round our working practices," Jayne Nottage says. "They respect our budgeting needs, too. They will always say what they think is better, but will go with what we can afford."
Over to You
In a challenging economic climate, Jayne Nottage fears Porchlight may well see an increased demand for services whilst cuts may have to be made.
"We will have to be increasingly innovative in providing and measuring our outcomes. We must implement changes over time and we need a provider that can work with that long-term approach. Principal's way of working fits that approach."
Another day, another satisfied client.
