Summary
- The Arc, a non-profit serving handicapped individuals, faced frustration and inefficiencies with their previous MSP characterized by a lack of responsiveness, innovation, and disappointing commitment to the strategic partnership.
- R3 identified obstacles, including outdated cloud solutions, communication breakdowns, and resistance to change, necessitating a comprehensive strategy for transformation.
- R3’s resolution included addressing immediate technical issues, upgrading infrastructure, and implementing innovative solutions, such as Ring Central for voiceover IP, resulting in significant improvements in just eight months.
- The end results showcased a transformed IT landscape for The Arc, with upgraded connectivity models, streamlined workstation profiles, modernized conference rooms, and ongoing migrations to hosted solutions, reducing costs and enhancing overall performance.
- R3 established itself as a trusted partner, providing reliable support, forward-thinking recommendations, and contributing to The Arc’s mission by aligning their IT infrastructure with long-term strategic goals.
The Situation
Frustration and Inefficiencies with their previous Managed Service Provider, The Arc, a non-profit organization dedicated to caring for handicapped individuals, faced significant challenges within its IT operations and its inability to effectively support the overall mission of the organization. Additionally, The Arc felt that its previous MSP was not acting as a strategic partner, demonstrating little proactive support in the way of emerging technologies and innovation.
The relationship was strained further by a lack of responsiveness for the daily support needs of The Arc’s stakeholders. Communication breakdowns were rampant, with the MSP impeding support and neglecting to convey recommendations to The Arc.
The previous MSP had implemented a custom cloud solution, an Azure instance, for The Arc but failed to maintain or synchronize it, resulting in double expenses for on-prem servers. The absence of progress on critical initiatives and the overall lack of strategic partnership left The Arc seeking a true strategic partner for its IT operations.
The Challenge
Overcoming Obstacles and Building a Strategic Partnership
Upon taking on The Arc as a client, R3 faced numerous obstacles. The existing cloud infrastructure was inefficient, leading to unnecessary costs. The lack of strategic planning and communication issues with the previous MSP had created a trust deficit. R3 needed to not only address immediate technical concerns but also gain The Arc’s trust and align IT strategies with the organization’s long-term goals. The complexity of managing multiple projects, including infrastructure upgrades, Azure migration, and policy development, added to the challenge. Overcoming resistance to change within The Arc’s organization was critical to the success of the transformation.
R3SOLUTION
A Comprehensive Strategy for IT Transformation
R3 approached the challenges at The Arc with a holistic strategy. Immediate technical issues were addressed through a systematic upgrade of infrastructure, migration to Azure, and implementation of efficient policies and procedures. The redundant cloud instance was rationalized, eliminating unnecessary expenses.
R3 initiated a communication overhaul, ensuring responsiveness and transparency in all interactions. The strategic roadmap included upgrading connectivity models, implementing modern workstation profiles, and refreshing the entire network infrastructure. The adoption of cutting-edge technologies like Ring Central for voiceover IP and modernizing conference rooms showcased R3’s commitment to innovation.
R3SULTS
A Transformed IT Landscape and Trusted Partnership
Eight months into the partnership, The Arc experienced significant improvements. Upgraded connectivity models led to a nearly 50% reduction in costs, increased security, and enhanced durability. Workstation profiles and PC lifecycles streamlined equipment management, and modernizing conference rooms improved collaboration. The network refresh resulted in noticeable performance gains, and the ongoing migration to hosted solutions like Sage and Azure promised increased reliability.
R3’s proactive approach and strategic thinking instilled confidence in The Arc. The organization witnessed a reduction in complaints and helpdesk calls, signaling a more reliable IT environment. The adoption of a forward-thinking strategy, including SharePoint and Azure migrations, demonstrated R3’s commitment to The Arc’s future success. The establishment of a reliable email system and the overall reduction in confusion added to the positive outcomes.
The Arc now views R3 as an integral partner, appreciating the quality support and forward-thinking recommendations. The organization is working with reliable equipment, confident in R3’s support, and experiencing a reduction in overall IT-related challenges. The successful transformation has positioned R3 as a trusted ally, actively contributing to The Arc’s mission by ensuring their IT infrastructure aligns with their strategic goals.
