CASE STUDY: TECHLAM
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When your managed IT provider lets you down not once, not twice, but consistently over a long period of time, your business gets trapped losing money, time, and opportunity.
After Techlam were faced with disappointment after
disappointment from their incumbent IT provider, they knew they needed to make a change.
Based out of Levin, Techlam are NZ’s largest Glulam timber manufacturers, providing high quality structural timber throughout NZ and globally.
Techlam had been with their previous IT provider for over five years, but found that the level of service kept dropping. After calling a meeting with the director, they were set up as a priority customer and had great service for a short time – but before long, the standard of service and response times started dropping again.
To add to that, because the provider wasn’t doing what was needed, much of the team were going to Techlam’s internal IT person to solve their issues. Between paying the provider, paying the IT person to sort the issues, and the time he wasn’t then able to spend on development, it was a triple loss.
It was making the team exceptionally unhappy. It generated a lot of resentment among the staff because they couldn’t do their jobs.
During an initial scoping session with Optimus Systems, Techlam was impressed by how the team took the time to understand what they wanted rather than trying to sell them something off the shelf.
“They’re not just poking different software at you because it’s a ticket they can clip. There were a few things that they told us about but clearly said we didn’t have to implement them; they were just educating us for if we wanted to use them in the future. That’s a very different approach to having a sales target they need to hit.” shares Brett Hamilton, Managing Director of Techlam NZ.
Before committing to anything, Brett and the team took the time to ensure that they were clear what they wanted from a provider. “We did a good overview; Optimus spent a lot of time online with us. We went through the systems we were using, our ERP, our network as well so we knew they’d cover everything.
Once they felt confident that Optimus understood their business well and could provide the service they were looking for, they committed to the partnership – and the process went smoothly and finished on schedule.
For Brett, getting his IT issues sorted has been a huge relief – reducing the amount of time he and his team spend on IT and ensuring that their devices are working for them and not against them. Team members are able to get their IT issues sorted quickly (even overnight on a Friday in one case!), and business can continue uninterrupted.
“Although we’re paying more than we were to our previous provider, I look at the total cost. When I factor in the time and efficiencies we’ve gained back, I know that the net benefits are far better than where we were 12 months ago.” Says Brett
OPTIMUS NOW SUPPORT TECHLAM WITH:
“Some of our devices have some tricky software on them. We knew it wouldn’t be very compatible with the Optimus systems, but they came up with an alternative, workable solution and changed the onboarding pack so it was clear what kind of user each person would be.”
BRETT HAMILTON
TECHLAM
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