DELIVERING FAST AND CONSISTENT IT SUPPORT
An NJ engineering firm solidifies its IT environment
Miles IT helped a multi-disciplined consulting engineering firm by providing a one-stop IT solution that would support its six locations. The Miles Assurance Plan (MAP) keeps them up and running and resolves any IT-related issues fast.
THE CHALLENGE: CENTRALIZED IT SUPPORT
Developing a plan to provide IT support to multiple office locations
The client initially came to Miles IT with a need for centralized support for all of their locations spread throughout NJ. The client works with multiple municipalities on many different projects, including redevelopment, environmental, wastewater, and structural engineering. Their government contracts have strict timetables and requirements, requiring a reliable IT infrastructure to ensure maximum uptime and, if needed, quick response and resolution to any issues that arise.
Being geographically segmented, they needed an IT support partner who could quickly learn their infrastructure, understand each of their locations from a technology perspective, and provide timely, responsive support around the clock (24/7). Having a shoulder to lean on from a technology consultation standpoint was also big on their list of criteria to ensure their technology could support current and future client needs.
THE SOLUTION: THE MILES ASSURANCE PLAN (MAP)
Providing dedicated ongoing IT support
We had successfully provided IT support for the client for several years before developing our Miles Assurance Plan (MAP). However, once we made the MAP available to our customers, this client was one of the first ones we approached based on their needs and our years-long partnership. Today, we can provide the firm with an affordable plan including but not limited to unlimited support and 24/7 monitoring of their infrastructure.
Our MAP services provide the firm with the following IT Support benefits:
Quick Response Time
Multiple team members are dedicated to their support issues, ensuring tasks are completed fast, and downtime is kept to a minimum.
Knowledgeable Support
We learned what each location had from a server, PC, firewall, and networking perspective to resolve issues faster and more efficiently.
Reduced Risk
More than one team member knows the client’s IT infrastructure, so there is less risk if a team member leaves or can no longer be a part of the plan.
Multiple Teams
As we offer one-stop IT solutions, we can assign any escalated support needs in-house to team members for consulting as provided by MAP.
THE RESULTS: A STRONG, SUCCESSFUL PARTNERSHIP
Proactive solutions and fewer disruptions
After we signed the firm up to become a MAP customer, we took action to gain a deeper understanding of their IT environment and their business as a whole. We assigned them a dedicated team that could provide proactive solutions and identify issues before they caused disruptions. In addition to ongoing IT support, we have also worked on many different one-time IT projects, updating their existing technology and implementing new technology.
Estimated 10,000 IT tasks completed
We have handled thousands of IT support tasks for the client since they signed up for a MAP. These tasks have significantly evolved due to both internal and external factors.
38 minute average response time
We have a thorough understanding of the client’s IT infrastructure and dedicated team members to ensure quick response time on break-fix support tasks and expert support.
10+ Year
Partnership
The client continues to be a MAP customer to this day as we provide the IT support and technology consulting they require to stay on top of their industry.
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