To regain control, Heather engaged an expert adviser to review the ageing technology platforms: “The philosophy guiding us was the need for plug and play. Our teams were to have all the customer information and operations help they needed.”
It was identified where new ICT investments would be a business enabler. Standardised operating systems and strict change processes were put in place. Reliance on servers was stripped back and, where feasible, apps moved to the cloud. As part of this process, CompNow was introduced as a key partner.
CompNow’s first project with breakthru was to solve its printer and associated connectivity problems, and to negotiate the breaking of existing long term licensing contracts. The introduction of the Epson WorkForce Pro RIPS printers to each office was game changing: they are vastly cheaper to run than laser, offer wireless connectivity, are super fast, and print up to 75,000 pages per ink consumable.
From that initial engagement, the relationship between breakthru and CompNow has flourished to encompass broad technology recommendations, supply, install and maintenance.
The existing laptops were to be replaced by Surface Pros. Prior to rollout, CompNow created a system image so devices are fully provisioned and bound to breakthru’s network before being sent to employees.
Importantly for the organisation’s bottom line, “every bit of value is being squeezed out of our fleet,” Heather says. CompNow also reprovisions the previous PCs for redeployment to new staff members.
“Our break/fix contract has revolutionised how our employees get help. When “ctr-alt-del” doesn’t work, it’s straight to CompNow and, with them, nothing is ever a problem,” Heather says. If breakthru’s IT person can’t resolve the issue, having gone through the Tier 1 standard questions, the software or hardware fault is escalated to CompNow. Devices are swapped out within 24 hours, where ever they are in Australia, and replaced from the pool of breakthru equipment warehoused by CompNow.
She also cites how the partnership made the relocation of three NSW offices so much easier as CompNow undertook the entire technology move.