17 Aug Mayday Managed IT Support Service Success Story
Mayday was growing rapidly, nearly double its size and turnover since last year. It soon realised that the existing IT system and infrastructure were not sufficient to keep pace with its growth. They were starting to search for a flexible IT partner who would react quickly and have the capacity to adapt and scale its service to support Mayday’s business operations. They were recommended to Urban Network, the award winning Outsourced IT Solution Provider.
The on-boarding process started with the Urban Network team assessing Mayday’s current IT environment and performing a GAP analysis of the entire organisation. The resulting report gives an exact status of the infrastructure in place, the strengths and weaknesses within it.
The strategy of exploring Mayday’s IT infrastructure is invaluable in assessing if the current business tools and process are fit for purpose and have the capacity to allow growth and profitability for the future.
IT Support – Mayday’ previous IT partner had been providing services to the business for the past few years, unfortunately in recent months there was a decline in service level and an increase ticket requests with limited support. The company were looking for a provider who could deliver swift responses, and support the resident IT team responsible for providing the admin and maintenance of the IT infrastructure, as well as day-to-day first line support for all the staff during office hours. In addition, Mayday required support 24x7x365 to match their own operating hours.
Backup & Business Continuity – Due to the always available needs of the business, downtime would have a massive negative impact on the lives of the businesses customers. As a result, it is essential that the access to Mayday services is uninterrupted, hence the need of robust backup and disaster recovery solutions to ensure the business continuity plan could be carried out efficiently.
Security & Compliance – As a business in a highly-regulated industry, Mayday need to protect their client data with an enterprise-level solution that not only meets the most challenging compliance policy but also delivers high levels of protection from modern cyber threats and breaches.
Customer at a Glance
Mayday Assistance is a 24/7/365 medical emergency assistance help-point for travellers with travel and/or private health insurance in need of help and advice about medical or related matters
Urban Network Customer
It soon became clear to the management team and staff that, to support our rapid growth, we need to find an IT partner who are able to meet a quick changing business environment with proactive approach in monitoring our system to prevent any issue before it occurs.
Urban Network proposed a fully “Managed Services” solution which offers a multi-layered approach to service, delivering a 24/7 Helpdesk facility for a single point of contact for any support request, a Technical Back-office team actively monitoring and remediating any alerts that may arise, and a Professional Services team for all onsite needs. All requests or alerts are managed end-to-end, including third-party management through to resolution and within defined service levels. This ownership of incidents allows Mayday to concentrate on developing their own business rather than having to worry about maintaining IT systems.
To ensure the best on-boarding experience possible, Urban Network provided Mayday with a detailed checklist and agreed time frame that covered all essential actions until the go-live date. Regular meetings were scheduled with on-boarding engineers, account managers and Mayday’s leadership team.
The entire boarding project took just one month to complete.
The on-boarding process was easy and straightforward with minimum impact on day-to-day operations. With the help of Urban Network, we are experiencing faster and reliable IT services. Urban Network provides ongoing strategic advice on our IT. We meet every quarter and the team ensures we are up to date and using the most effective technology for our business.
The improved efficiency throughout the business is a key result for Mayday Assistance. The IT support is now proactive rather than reactive thanks to 24x7x365 monitoring & alerting and unlimited remote telephone and email support.
Mayday is now able to rely on:
– Business Intelligence on all aspects of the IT environment
– Combination of ‘best of breed’ vendors delivering Enterprise security, fully managed to the endpoint Web with web browsing control
– Increase business efficiency by aligning IT to business objectives
– Automation of major software vendor security updates to ensure compliance where needed
– Access to IT expertise and the advantages of the latest technologies on-demand
– Regular IT reviews and consultation
With the delivery of stabilised IT, Urban Network are now able to work with Mayday’s leadership team looking to the future of the organisation’s information systems, discussing how to strengthen their IT security further by reviewing their business processes, providing cyber training to their staff and together with Urban Network considering their information risks.
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