The customer – a global transportation business that provides transportation, parking, operational planning, on-site management, and disaster recovery transportation solutions for government agencies and more – was being supported by a single resource who was wholly responsible for the entire company’s network and infrastructure. 

The resource spent hours – sometimes days – traveling to each site to handle break/fix scenarios. There were instances where different locations needed assistance and it was physically impossible to service multiple locations simultaneously. Not only was this unsustainable, but it was also a hindrance when handling end user requests. If branch offices needed IT support, they might have to wait for a response which could potentially affect user satisfaction and impact operations and sales.

When the resource decided to leave the company for other opportunities, the company’s management team took the opportunity to respond to the growth of their organization and evaluate their full operational and support needs. They desired enhanced visibility across their network and wanted stronger support and more broad capabilities for the operations team.

Furthermore, local network infrastructure and security passwords needed to be securely stored, yet accessible by more than one user, so they could more quickly support the needs of the organization if an issue arose. Since all security data and system functionality was stored in the single individual’s files, the company was susceptible to potential system failures or security breaches.

Buchanan proposed a hybrid of managed IT services and on-demand field services to meet the customer’s needs. With this solution, Buchanan’s teams could quickly document and reference current systems without requiring extra training and could quickly transfer all security clearance data into a secure system.

Buchanan was not only able to address the problem of the internal resource leaving the company, but was also able to create a company-wide index for security and data access purposes. Buchanan was able to put a support structure in place within two weeks and completed full onboarding within 30 days. This provided more control across the business and enabled managers to maintain operational control of offices and active events.

The solution established a formal ticketing system and process and management now has daily reports on their infrastructure, so they can keep track of bandwidth and potential threats or outages. All these services are offered in a competitive pricing scheme that massively benefits the customer while not requiring them to hire full-time IT staff and pay salaries, travel costs, benefits, and more.

They could now monitor and respond to changes in their network much quicker than before, as they no longer needed to wait for a single technician to travel to each office and could work with a remote team over the phone and have on-demand technical support when needed. Instead of worrying about risks and poor data control, the company can now focus on providing its customers with the best transportation services they can offer.