CASE STUDY
Reliable Managed IT Services for a Management Firm
See how Miles IT successfully handles all IT operations for a full-service agency, including user device management and hybrid workspace support.
MEET THE CLIENT
Multi-Location Management Firm
With four locations around the United States, including NYC and California, the client is a full-service agency representing a variety of talent.
They have over 25 years of experience in their industry and are a medium-sized organization, with approximately 80 staff members.
THE CHALLENGE
Seeking Faster Response Time & Stronger IT Knowledge
The client previously partnered with another MSP, but found that they needed a provider with faster response & resolution times, stronger reliability, and greater knowledge of their environment.
Server, Backup, & Downtime Issues
After experiencing a 36-hour server shutdown with their previous provider, the client knew they needed a partner who could respond quickly in urgent situations and provide better support.
Cloud Strategy
With server issues affecting connectivity and creating greater risk, exploring a cloud strategy was a top priority.
Onsite Assistance & Remote Support
As a hybrid workplace, the client needed an IT team who could support staff at each of their office locations as well as remotely.
Device Management
It was crucial to find an MSP who could completely manage company user devices, from onboarding and offboarding staff to upgrading existing equipment.
OUR PROCESS
In-Depth Analysis & Transition To The Miles Assurance Plan (MAP)
Initial Discovery & Setup
Our team jumped into action to gather information about the client’s environment. This phase included onsite visits to each location and conversations with the client to gain a complete picture of their existing infrastructure.
IT Support Onboarding
Although the client still had contract obligations with their previous MSP, they wanted to get support from Miles IT experts right away. We completed support onboarding within 30 days so they could receive 24/7 help as we worked on their other IT projects.
Rollout and Analysis Project
In this phase, we created a comprehensive map of the client’s network, deployed support & security tools across their workstations, and assessed their email solution and software landscape. We also transferred necessary data from their previous IT provider.
IT Systems Review
Next, we identified areas of concern within their environment with our systems review, which covered over 150 different analysis points. The review was completed by a different project team than their day-to-day support team to allow for a fresh perspective.
In-Depth IT Consulting
Each item on the systems review was compared to in-depth Miles IT standards. From there, we presented prioritized recommendations for improvement during a consultation session with the client.
Ongoing Support & Future Projects
Our team continues to provide 24/7/365 support and proactively identify new opportunities to keep the client’s IT systems secure and up to date. We don’t just recommend the newest technologies; we consider how new advancements could truly help our clients.
OUR SOLUTION
The Miles Assurance Plan (MAP)
As our all-inclusive IT package, the MAP provides everything the client needs to run their business smoothly.
Client’s Problem:
Slow response times prolonged support issues.
Our Solution:
With a dedicated support team of as many as 15 individuals always available, the client can resolve IT issues much more quickly. Our average response time is under 51 seconds!
Client’s Problem:
The client’s previous partner had limited familiarity with their environment.
Our Solution:
The client now works with the same team of experts every time, who not only have experience in their industry but are also deeply familiar with their specific environment and goals.
Client’s Problem:
Remote & onsite support was necessary at each of their 4 locations.
Our Solution:
The MAP provides unlimited onsite and remote support, so the client can reach out for help whenever—and wherever—they need it most.
Client’s Problem:
Long contract requirements meant the client had to keep paying their previous MSP for 3 months.
Our Solution:
The MAP is month-to-month, so if the client’s needs change, they no longer have to worry about continuing to pay unnecessary bills.
Client’s Problem:
User devices needed to be properly logged, upgraded, and managed.
Our Solution:
User device management is part of the MAP, with a dedicated team ready to help manage onboarding, terminations, upgrades, and other issues.
KEY RESULTS
“Miles has been great”
The client continues to be a happy Miles IT customer, expressing their appreciation for our approach and support teams.
20
IT Tasks Completed Per Month On Average
100%
Happiness Rating
20+
Dedicated Team Members For All IT Needs
MOVING FORWARD
Rapid Response Support & Continuous Monitoring
This partnership reflects how Miles IT can provide rapid response support to business locations all over the country and take on urgent projects with flexibility and ease. Now, the client continues to meet frequently with their dedicated Account Manager and key team members to discuss opportunities for advancement.
With Miles IT as their full IT team, the client can keep their focus on running their business and representing their talent in the best light possible.