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[Case Study] Mayday Managed IT Support Service Success Story

[Case Study] 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.

Business Challenge

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.

Mayday Assistance Logo

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

Industry

Insurance

Size

50 users

Website

www.maydayassistance.com

Urban Network Customer

Since 2017

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.

Craig Huffer

Director, Mayday Assistance

The Solutions

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.

Business Results

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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[Case Study] 21construction moves to Office 365 Email platform

[Case Study] 21construction moves to Office 365 Email platform

Customer at a Glance

21construction

Industry

Construction

Size

Over 35 users

Website

http://www.21construction.co.uk

Urban Network Customer

Since 2016

Founded in 2012, 21construction provides high quality fit out and refurbishment to clients and consultant teams in London and the South East of England. They specialise as main contractor for interior fit out projects as well as high quality building refurbishment work.

21construction is committed to delivering the highest quality technology and productivity tools for their business, and as such, they decided to enhance their email platform capability by migrating to a cloud-based email platform – within Office 365. The solution provided 21construction with several benefits over their existing system in terms of reliability, redundancy, scalability and storage while offering a familiar end user experience making the transition as seamless as possible.

To assist with the migration, 21construction engaged with their technology provider Urban Network, a Microsoft Silver Partner for Cloud Solutions.

Business Challenge

21construction has rapidly grown and soon found that managing various IT partners offering separate and siloed solutions was problematic. They felt unifying systems under a single cloud-based service would be the best way to increase overall efficiency, gain greater control and ensure timely service upgrades.

Moreover, with employees and contractors often working remotely on construction sites with restricted Internet access, the company wanted to improve the reliability of its communications and collaborations.

With access to information from anywhere, our employees save time completing tasks on a job site, which is critical in the construction business. As an organisation, we experience a lot less administration and management work after the email migration to Office 365. The return on investment for us is, in this case, a considerable time saving and improved user experience.

Suzanna Travers

Administration Manager, 21construction

The Solutions

To ensure a smooth migration, Urban Network worked closely with 21construction’s management team, communicating the process of the staged migration from their current Hosted Exchange Service to Microsoft Office 365’s Email platform.

The migration started with an in-depth discovery phase, which led Urban Network to understand all required actions to deliver the project successfully.

Before Office 365 Email platform was deployed to the whole company, Urban Network, with the agreement of 21construction, selected some less critical mailboxes from different departments to pilot Office 365 in a test environment. This approach ensured data integrity and that the new email platform would function in 21construction’s real-world working environment.

After a successful test period, the Urban Network team started the migration process without further disruption to 21construction’s day-to-day operations.

The entire email migration to Office 365 took just one month to complete.

Business Results

By moving to Office 365, 21construction improved the mobility of its construction site workers with access from virtually anywhere to email and data across multiple devices. The company saves time by managing all these systems in one place while having a single point of contact for all their IT systems.

Once the new email platform was up and running, Urban Network also suggested standardising email signatures using another cloud-based solution ‘Exclaimer’. Exclaimer allows 21construction to centrally design and manage email signatures for all staff and ensure that every user has the correct corporate identity in their email from all devices (including smartphones, tablets and Macs).

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Success Stories – Security Solutions for Jackson Stops & Staff with Sophos UTM

Success Stories – Security Solutions for Jackson Stops & Staff with Sophos UTM

Customer at a Glance

Jackson Stops & Staff

Industry

Property Management

Size

Over 150 users across 13 sites

Website

www.jackson-stops.co.uk

Urban Network Customer

Since 2005

Jackson-Stops & Staff are specialists in prime residential property with a national network of over 40 offices.

Towards the end of 2015, the largest consortium of Jackson Stops & Staff began a review of their security systems. The existing hardware solution had been in place for over 5 years and the leadership agreed that a more robust solution was required to address today’s security threats.

With a distributed network, spanning over 13 regional sites within London and South East, and a user base that frequently roams throughout the organisation, security, uptime and resilience were key requirements.

Business Challenge

In the run up to 2016, Jackson-Stops & Staff migrated a number of Line of Business applications out to the Cloud.

This change of business process and how users access applications placed considerable strain on the throughput capabilities of the existing firewalls.

These ageing units were not able to manage, control and secure the growing number of users and traffic that was being generated by them

In addition to this, a number of intrusion attempts to the corporate network highlighted its vulnerability, and the inability of the existing firewalls to provide the level of continuous protection required.

The Solutions

Urban Network proposed an integrated security solution, powered by Sophos, a Magic Quadrant Leader at Gartner for Unified Threat Management. The solution protects customer’s network using multi-layered proven protection technologies including Advanced Threat Protection (ATP), IPS, VPN, email and web filtering.

We experienced no disruption to our daily operations, Urban Network kept us up to date throughout the process; we always knew what was happening and when it was going to happen. Now the project is complete, we are confident that we have better levels of security and greater visibility of the network.

Law Clark

Group Operations Manager, Jackson-Stops & Staff

Business Results

The solution has allowed for the Jackson-Stops & Staff to provide resilience into each site with multiple routes available, keeping productivity of their teams at optimum levels.

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Urban Network support local John Scurr Community Centre

Urban Network support local John Scurr Community Centre

As many of our clients may know, Urban Network are proactive in helping community and charity as part of our Corporate Social Responsibility. We are proud to be able to support public initiatives in our immediate surrounding area, and to be able to contribute toward projects that benefit the people around us.

This July Urban Network have selected the John Scurr Community Centre in our local borough of Tower Hamlets to receive a donation of IT equipment for the use of the centre programs.

The John Scurr Community Centre, serving the needs of the Tower Hamlets residents from under 5’s to over 50s. The charity provides learning, training, a youth club, homework club and older people’s lunch club as part of Newlon Fusion’s regeneration programme.

Jane Evans, Director John Scurr Community Centre said “I would like to say a huge thank you to Urban Network for the computer equipment. This represents a significant aid for the community centre. Several children’s projects including children’s art, music and dance and children’s cookery, finishing with a live performance are taking place at the centre. As part of all our activities, using computers were key in keeping children engaged and inspired.”

Ms Evans also said that the computers have benefited our community since the start of the project in July by walk-in women from the local community who needed computer access for research, going online and job search. The equipment will continue to help hundreds of residents in Tower Hamlets to access to online learning and training courses in the future.

“We’re delighted to be able to provide this hardware to the community centre and contribute to the local community in Tower Hamlets. It is heartening to see that the technology will be put to great use for the local public young and old who may not have access to these facilities elsewhere” added Stuart Willcocks, Managing Director of Urban Network.

Moving to the cloud – A Case Study

Moving to the cloud – A Case Study

Our customer is a London based transformation consultancy, providing business coaching, executive placements, leadership training and workforce assessments to name a few services. Urban Network recently performed a comprehensive project to upgrade legacy Microsoft 2003 server systems for the business to a hybrid cloud storage file system, Office 365 and on premise solution.

We sat down with Chris, a member of our Professional Services Team to share lessons learned from the journey to the cloud with our client.

What did you feel was the main objective and business outcome to the customer?

To bring the business systems up to a current technology platform, as Windows Server 2003 has now been retired. The customer will then benefit from the additional security, support from the provider for the O/S and speed of a new system. The e-mail platform will also be supported and will benefit from the newer features of Office 365 Exchange versioning with improved webmail, larger storage and greater functionality for sharing information. The Office 365 system is native high availability redundant and cutting edge, which is a great for SMB. The cloud file system in the same way gives great access from anywhere to all the customer’s files, while also protecting the data with versioning.

What were the main considerations when planning the project?

The main drivers were to achieve high availability, with a swift smooth transition to the new systems. I used cut-over tools and processes for the 365 migration to ensure minimal downtime for e-mail. The deployment of new file systems was also delivered with this in mind.

What did we do that was of particular benefit to our customer?

Using the Microsoft developed tools and strategies for migration, we achieved the goals we set out for smooth migration.

How could you improve how the project went?

The customer was happy, and so I was happy with everything that I did on this job. I am always looking to improve though, and I feel I could have moved some resources over while awaiting transfers of data. On my next project I will plan to streamline moving devices like printers in the dead time.

Post migration, how do you feel our customer’s technology sits now?

The technology now is much better than they had before the project. If there are any changes to the way they work now, they can scale up and down quickly and easily and they can work much more effectively from wherever they are. Added to this they now have a modern secure setup for the entire business needs.

What do you see on the Horizon for customer’s technology?

They are now very well setup or anything that comes up in the future. I feel that they may develop some of the areas of Office 365 that currently they are not using. They have SharePoint with Office 365, and additional online collaborative data storage that will allow them to work much more effectively for instance.

Find out how we can empower your business and guide you towards the cloud here

Managed Wifi Case Study

Managed Wifi Case Study

Urban Network recently delivered a fully managed WiFi system to one of our clients in the hospitality sector. We delivered free and paid Internet service options to all users within the building. The client now is able to collect information on everyone accessing their WiFi service, enabling them to market additional services and events to users that they previously had no knowledge of.