‘Meltdown’ and ‘Spectre’ Vulnerability Guidance

This article contains important information on vulnerabilities with all machines CPUs (manufactured since 1995) and how to fix it. Please read this email thoroughly and let me know if you have any questions or if you would like to discuss this further.

The below text comes from the National Cyber Security Centre (https://www.ncsc.gov.uk/guidance/meltdown-and-spectre-guidance).

Guidance for enterprise administrators in relation to the recently published processor vulnerabilities ‘Meltdown’ and ‘Spectre’

What are Meltdown/Spectre?

‘Meltdown’ and ‘Spectre’ are two related, side-channel attacks against modern CPU microprocessors that can result in unprivileged code reading data it should not be able to.

Most devices – from smartphones to hardware in data centers – may be vulnerable to some extent. Vendors are working on (or have already released) patches to mitigate the issue. The NCSC advise you to patch your devices as soon as possible.

What are the vulnerabilities?

Processors in most devices employ a range of techniques to speed up their operation. The Meltdown and Spectre vulnerabilities allow some of these techniques to be abused, in order to obtain information about areas of memory not normally visible to an attacker. This could include secret keys or other sensitive data.

These vulnerabilities comprise:

For more information, visit the Spectre attack website: https://spectreattack.com/

What is the impact?

In the worst case, code running on a device can access areas of memory it does not have permission to access. This can result in compromise of sensitive data, including secret keys and passwords.

What can I do to protect myself and my organisation?

Device and platform manufacturers are releasing updates to supported products which will mitigate this issue.  Ensure that the latest patches have been installed and that you are not using unsupported devices as these will not be fixed.

The following section summarises responses from the major suppliers that the NCSC is aware of.

Cloud services

The major cloud service providers are installing fixes on their own platforms. However, in a virtualised environment, fixes are required for both the hypervisor and guest virtual machines. Therefore, when using Infrastructure as a Service (IaaS), you will need to update the operating systems of any virtual machines and container base images that you manage. For Platform as a Service (PaaS) and Software as a Service (SaaS), your provider should install these patches for you. If in doubt, check that your service provider:

  • is aware of the issue and installing fixes
  • is providing advice for dealing with the issue

Data centers/servers

Operating systems and hypervisors need patches, as does the firmware of the physical machines you are running. The major equipment manufacturers (OEMs) are producing patches; you should obtain these directly from the OEM. Patches for Linux are also being produced and will be included by the most common distributions. These should be installed as soon as they are available.

End-user devices

The major operating system vendors have produced patches which mitigate the issues, though some parts of the patches need to be installed via the equipment manufacturer (OEM) as they contain platform-specific elements. This means that it’s not sufficient just to update the operating system – you will need to check that the underlying firmware is also up to date. Links are provided at the end of this page.

Applications and software

Software compilers need to be updated to protect applications from the Spectre vulnerabilities. Once compilers have been updated, applications will need to be recompiled to take advantage of these mitigations. As with operating systems, applications should be regularly updated to ensure the latest security fixes are applied.

More information

Some CPU microprocessors are affected more than others. Check with your processor’s manufacturer to find out the full impact of the vulnerabilities.

This attack requires code to be running on the target device, so is currently a local escalation of privilege attack. However, the vulnerabilities may be exploitable from within application sandboxes (including web browsers), so take care when executing any untrusted code, including JavaScript on web pages.

Intel Security Advisory    /     Newsroom
Microsoft Security Guidance
Amazon Security Bulletin
ARM Security Update
Google Project Zero Blog
Mitre CVE-2017-5715   /    CVE-2017-5753    /     CVE-2017-5754
Red Hat Vulnerability Response
Suse Vulnerability Response
Apple Vulnerability Response

Spectre attack website: https://spectreattack.com/

In Summary:

Update ALL devices as soon as possible and ensure you regularly patch your operating systems.  This is best practice anyway, however, this is now absolutely critical. Windows and Linux based devices already have a patch available to ‘fix’ the vulnerability. Chromebooks updated to Chrome OS 63 are already protected as are Android devices, including the Google Nexus and Pixel smartphones (with the latest security updates applied).

  1. Verify that you are running a supported antivirus application before you install the operating system or firmware updates. Contact the antivirus software vendor for compatibility information.
  2. Apply all available Windows operating system updates, including the January 2018 Windows security updates.
  3. Apply the applicable firmware update that is provided by the device manufacturer.

If you have any queries, please do not hesitate to contact myself or support.

We can also assist with rolling out updates as a project if you would like assistance.

Continued Growth: Surpassed 2016’s +43% by Aug 2017

Last year was a record year for CMS, with a growth of 43% for IT contracts. This year new IT Support Contract values have already passed 2016 (as of only August 2017), with a projected increase for the year of 45%.

This growth demonstrates that CMS is delivering real value, offering a range of IT Support services including 1st line, 3rd Line, and Field Support. Our approach is different, we dig deeper and make sure we fully document all 3rd parties/SLA’s/hours of cover etc. By having this detailed approach, we make sure the support quality is high, also we work extremely closely with the internal IT team, offering a high level of communication.


  • We never rest and are always looking at ways to improve support and assist the client’s business.
  • Detailed take on process, provide you with all documentation
  • High calibre staff
  • All staff understand ‘ownership’
  • Work with you on developing strategy

New Customer examples

  • Nationwide Hotel Group with over 30 sites, planning significant growth
  • Nationwide Hotels Group, new site opening this year
  • Premier Luxury Hotel Group
  • Textile Manufacturer
  • Educational Establishment
  • And more….

Businesses are ever pressed to deliver improvements, by working more efficiently, make better use of IT, work smarter; by partnering with CMS the IT team can focus on delivering these improvements and making a tangible difference

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No Customers Hit By WannaCry Ransomware!

The WannaCry ransomware attack was a worldwide cyberattack by the WannaCry ransomware cryptoworm, which targeted computers running the Microsoft Windows operating system by encrypting data and demanding ransom payments in the Bitcoin cryptocurrency.

The Ransomware attack was reported to have infected more than 230,000 computers in over 150 countries starting on the 12th of May 2017! The result was that all kinds of companies were hit, included the NHS & FedEx – this was no simple operation!

We are proud to announce that not one of our customers was affected by the WannaCry attack. We work closely with all our clients and advise them on measures to best protect them whilst carrying out best practice in support to prevent any likely vulnerabilities.

The WannaCry attack was just one form of Ransomware. There are countless others out currently and being made. The good news is that there are effective ways of protecting your organisation from these threats. We would be happy to explain these in detail should you wish.

What Next?

  • Call: 01254 296 700 (or) 0207 663 5621
  • Email: sales@cms-group.net

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43% Growth on Annual IT Support Contracts!

CMS rounds off 2016 with an impressive 43% increase in annual IT Support contracts! Andrew Coop, Managing Director of CMS commented:

“2016 was a record year of growth for CMS, testament to the quality of IT Support we provide our clients. In these times a business like CMS has to deliver real value, whether providing a complete wrapper of IT Support Services, a technical solution delivered on time, budget and customer satisfaction. We spend time understanding our clients and align with their strategy.”

Reasons for The Growth

We have been working harder than ever to deliver the greatest value to our customers:

  • By investing our time in our clients – e.g. free consultations
  • Our support model is performing better than ever
  • We take full ownership of any problems
  • We represent a true strategic partnership

The London School of English partnered up with CMS at the beginning of 2017, here’s what they had to say:

“While we have no experience with other 3rd party IT support companies, we’re confident we made the right choice with CMS.
Our first impression is that, CMS is easily approachable, customer focused and the right partner for our business to move forward. It is important to make sure we understand and are happy with the contract we sign and CMS was a real partner from the beginning. Our requests have always been taken seriously and changes have been made amazingly quickly. We also contacted some of CMS’ clients and they were happy to recommend you, which gave us even more confidence.
All in all, I’m looking forward to work with you, I’m sure with your help we can improve a lot and run our network more efficiently.”

New Customer Examples

  • Nationwide Medical Business – sites throughout the UK
  • 5 Star Luxury Resort
  • Commercial Printing Business
  • Carpet Manufacturer
  • Large Brewery with over 300 pubs/hotels
  • Hotel/Inns Business
  • Nationwide retailer with over 300 stores


What Next?

  • Call: 01254 296 700 (or) 0207 663 5621
  • Email: sales@cms-group.net

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The Different Shades Of Cloud Offerings

Intro & Contract Win

CMS are pleased to announce that we have recently secured a significant six-figure contract to provide the complete IT Infrastructure for a client within the Cloud offering – more on this to be released soon so keep posted…

In this article, we want to summarise how not all cloud offerings are equal and explain why a cloud platform with a support wrapper completely changes the game.

The contract wins mentioned above is based on the world-class IBM Infrastructure which is housed in arguably the premier Data Centre in the north.  CMS architects have designed the model, whereby the primary Infrastructure is based within the Data Centre, together with various application vendors providing their applications through a hosted model. These include Microsoft 365 for email and office.

Different Flavours of Cloud Offerings

By now, the buzz of Cloud computing has died down and people are seeing it for what it is, simply put, compute and storage in a separate location. Although there are different flavours of Cloud on the market, it is generally accepted that the Cloud aims to offer more redundant/available environments which are easily scalable.

The reality is that there is a HUGE range of offerings that all where the same name tag of Cloud. These offerings range from boxes in a warehouse to fully managed industry leading technology in truly incredible buildings built with one purpose in mind, to protect your data.

CMS Platform

CMS have been in the Cloud game for ~5 years now, which is a notable time considering the age of the Market. We are on our second iteration of the cloud and have invested heavily knowing that what we aim to provide is a high quality / performant infrastructure foundation wrapped with the greatest levels of service. We leverage a platform built from the ground up by IBM (i.e. compute, storage and networking elements that were designed to work together) – the IBM PureFlex System:


CMS Service Wrapper

The core ethos of CMS Group is ‘Service and Support’, in fact, this is a key reason why we won the contract above. CMS Groups Support Wrapper around our Cloud offing truly differentiates us from the rest. What do we mean by Support Wrapper?

  • Ability to provide 24*7*365 Support
  • Full admin for IT tasks, e.g. new user creation
  • Change Advisory Board

Other reasons CMS were chosen include the built in tiering for maximum performance within storage, efficient use of different storage tiers along with fixed costs.

Other Cloud Services

You don’t have to run a full live environment to leverage the advantages of the cloud. Other use cases include Backup to the cloud (i.e. offsite), Disaster Recovery, and Hosting (your dedicated hardware/rack).


If you would like to have a tour around our Datacenter to see it for yourself or discuss in any way, simply get in touch.

What Next?

  • Call: 01254 296 700 (or) 0207 663 5621
  • Email: sales@cms-group.net

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How To Get The Best IT Deals?

Whether buying a single PC or planning your annual budget, you want to make sure you’re getting the best deal for your money… In this article, we highlight different tools you can leverage as well as some helpful tips to help you get the best IT Deals.


Lenovo: Cash-back & Refuse to Lose

Lenovo is currently playing an aggressive move in their goal to own more of the market. This means that they are currently representing extremely good value on what is industry leading tech! They are using various plays such as their Refuse to Lose to HP or Dell Direct on orders up to £50k (orders in Q1).

Another method is their ever popular cash-back scheme run each month where selected products qualify for cash-back! E.g. (on select items) £50 per PC, £50 per monitor, £100 on workstations, £125 on TS140, etc. Ask CMS for details.


As you can imagine, there is a constant churn of products from all vendors going on a promotion. Most of the time these promotions are only visible through the supplier network so it can be good practice to ask your account manager about this. CMS always takes current promotions into account when providing quotes.

Deal Registration & Special Bids

When looking at larger deals, Deal Registration is often the best tool to achieve savings on the proposal. Once registered we can request a Special Bid where the vendor may allow for a noticeable discount. CMS leverage’s this wherever possible for our customers and is the reason we ask for as much information about the competing quote as the more we pass on to the vendor, the more leverage there is to increase the discount.


  • Ask your CMS Account Manager! They are constantly reviewing all the best IT Deals and work with our customers to make sure they get the best deal.
  • Think long term, what will be the best price/value over 3-5 years. If you buy cheap will it last? Sometimes buying cheap costs you more…
  • Something cheaper may not be better value. You should also consider things like performance, reliability, usability, longevity, reputation and so on…
  • Can you be more flexible and look at alternative products? Or do you need it to mirror current infrastructure?
  • Build a short/mid/long term strategy to ensure every pound spent goes towards goal vs reactive. CMS can sit down to help you construct this plan.
  • Be careful, grey goods / EU imports can look like the same product at a much cheaper cost, however, they often cause issues with warranty, compatibility and contents. These do not always state that they are from these sources so if you see the same item significantly cheaper, enquire where it’s from…
  • Think ahead, is it scalable? I.e. will it allow room for the necessary growth or will it need to be replaced which will cost more money in the long run?

What Next?

  • Call: 01254 296 700 (or) 0207 663 5621
  • Email: sales@cms-group.net

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Atlantis HyperScale – A new approach to Infrastructure

Overview of Atlantis HyperScale:

With the constant demand for increased application performance and ever increasing storage requirements, IT departments are struggling to make budgets stretch to accommodate needs.  However, now there is an alternative starting at around £30,000… Atlantis HyperScale.

Atlantis HyperScale – All Flash Hyper-Converged appliance at less than half the cost of alternatives. Here are four reasons on how Atlantis Hyperscale technology can transform your Infrastructure, and improve your Company’s bottom line.

  • All-Flash Performance – All-flash performance for every application – extremely low latencies, high IOPS and lower storage network traffic.
  • Disruptive Cost – Cut Datacenter compute and storage infrastructure TCO by 50-90%. Eliminate the need for expensive proprietary hardware or multiple tiers of flash and hard drives.
  • Freedom of Choice – Freedom to choose your preferred servers and hypervisors and eliminate vendor lock-in. Remove complexity and additional investments in training, time and tools.
  • Modular Scalability – Scale-out modularly for capacity and performance.

With Atlantis USX, businesses are able to reclaim 90% of that storage on day one and extend the life of the storage system by more than 5 years. Capacity can be extended at that point by pooling existing servers DAS with their shared storage.

Atlantis HyperScale avoids vendor lock-in by supporting multiple hypervisors, eliminating dependence on proprietary hardware, and supporting four of the leading server platforms (Cisco, HP, Lenovo, and SuperMicro).

How it Works:

Below are links to 6 short videos where Atlantis details each key feature on their solutions (click links below to watch):

What’s the Difference?

Traditional Storage + Compute: companies would either buy SAN or NAS storage arrays and servers separately. The issue with this is that it can be both expensive and complicated. Atlantis HyperScale integrates servers, storage and virtualization into a single appliance piece of kit that delivers significantly greater storage performance at 50-90% of the cost.

Converged Systems: companies buy SAN or NAS storage arrays and servers that have been integrated by a 3rd party but delivered in a single rack. These are by no means different to manage than the above therefore they suffer from the same performance and cost issues.

Hyper-Converged Systems: are appliances where local storage, servers and virtualization are integrated into a single system by the vendor to simplify deployment and management. Atlantis HyperScale is the first economically viable all-flash hyper-converged system that integrates all these aspects into a single solution to deliver the significantly better storage performance along with a 50-90% cost reduction.

What Next?

  • Call: 01254 296 700 (or) 0207 663 5621
  • Email: sales@cms-group.net

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25 Years in Business for CMS Group!

2016 marks a very exciting milestone for CMS Group as we complete our 25th year in business! We would like to tell you a little bit about the story so far…

Who are CMS Group?

CMS Group is a family run business, originally started in 1990 by Managing Director Andrew Coop, now joined by son and daughter Oliver and Darcy. CMS Group provides IT Services and Infrastructure to both local and nationwide businesses. Our mission statement is to deliver outstanding IT Support, which is backed up by recent and existing case studies.

Why work with a Family Business?

Why deal with a family business? Many businesses are owned by investors whose sole objective is to generate maximum profit. Our ethos is to create long term relationships and provide the best service we can.

The CMS Staff

One of the most stand out advantages that we have at CMS Group is our staff. Everyone at CMS Group takes real responsibility for looking after our customers and go above and beyond to make sure that we help them wherever possible. This is best articulated in the quote below:

“… I thought I should drop you a line to say how impressed I am with the team of engineers that are assisting us with the roll out … without a shadow of a doubt, had we engaged ‘standard’ engineers we would have struggled to complete this project within the time constraints put upon us … As a company you have obviously decided that recruitment based on a ‘can do’ attitude is as important as the IT skills of a particular engineer and for this you should be commended …”

David Kelly, IT Director at QHotels

Key Milestones

During our journey we have reached many milestones to be proud of, below we have detailed the story of key ones:

Nationwide Support – CMS provides nationwide on-site (and remote) IT Support 24/7/365. Our Nationwide support started over twenty years ago when we started working for De Vere Hotel Group, we demonstrated at that time that we could add significant value to providing IT support for a nationwide expanding business:

  • Adding value by understanding the Client’s Infrastructure
  • Truly work with the IT team in partnership, delivering class leading IT support
  • When users call the Service Desk, the technician understands the client’s set-up
  • Service Desk technicians regularly visit sites to familiarise themselves with the business and users

Cloud Services – CMS first delivered Cloud services over five years ago, we are now on our second iteration (commissioned December 2015), based on what is considered the premier Data Centre in Manchester, and utilising the very latest IBM ‘Pure Flex’ technology. The IBM technology was designed from the ground up, resulting is class leading performance that delivers a premier service to CMS clients. For a case study of an International business that has been using the CMS Cloud for over 5 years click HERE for the Trumeter case study.

The true cost of IT Support – Today’s businesses are under considerable pressure to perform, in order for all elements of a business to deliver that performance they need an efficient, easy to use IT support mechanism. Poor IT support has a tangible cost to a business, great IT support should just work in the background, fixing issues in the minimum time, communicating with the end users and IT team; also it needs to be pro-active to put ideas on the table on how IT can be improved. Please see our article demonstrating how CMS keep working to improve our IT Support service by clicking HERE.

What Next?

  • Call: 01254 296 700 (or) 0207 663 5621
  • Email: sales@cms-group.net

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First Time Fix on IT Support Calls Now Even Better!

CMS Group is now 25 years old. Unlike most companies in this industry, support and service is at the core of what we do (rather than shifting tin). Central to delivering great support is our IT Service Desk. The IT Service Desk (based in Blackburn, not abroad) is often the first point that any call is raised, each call is handled by a highly trained IT professional who will deal with the issue (rather than a call logger). Because of this, we have invested considerable time and money into making our IT Service Desk something truly impressive. We are proud to announce that our IT Service Desk has now got even better.

First Time Fix

At the beginning 2015, our First Time Fix on the IT Service Desk was circa 75%. This is great as it means that 75% of all calls raised are resolved there and then on the initial call, without any form of escalation or requirement for Field Support. This is critical to our customers as it means we get their staff back up and working as soon as possible.

IT Service Desk Improvements

As part of our ethos of continued improvement, we have actively worked to offer our customer even better IT Support by reviewing all our processes and are proud to say that we have now raised this First Time Fix from 75% to 89%! This means that 89% of all calls are fixed on the initial call (minimum end-user disruption). Needless to say we would like to congratulate the IT Service Desk team on their achievement to increase the already great results and feedback we were getting.

Real Example

Andrew McLaughlan (FD at Emerson & Renwick) recently called our Service Desk after moving their IT Support to CMS Group. The call was regarding an issue he had been having for 12 months where their previous IT Support partner had been unable to resolve for that period. During the first call to CMS Groups IT Service Desk, the issue was resolved and Andrew commended the Engineer for their ability and professionalism in handling the call.

Other Stats

Below are more stats on CMS Group’s IT Service Desk, these stats are all completely accurate and untouched. We would love to invite you round to the Blackburn office (Service Desk hub) to talk you through how we have managed to achieve this high standard of IT Support (alternatively, we can come to you).

  • 91.4% of calls answered under 2 mins
  • 89% first contact resolution
  • 3:37 minutes call handling time
  • Only 6% of call require Field Support escalation
  • Over 99% customer support satisfaction for 5 years running


  • Support & Service at heart of CMS (vs tin shifting)
  • Improved First Time Fix on calls from 75% to 89% meaning customers are up and working as soon as possible
  • Customers are seeing the results

What Next?

  • Call: 01254 296 700 (or) 0207 663 5621
  • Email: sales@cms-group.net

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Why North West companies moved IT Support to CMS Group

CMS Group has taken on 6 new customers in East Lancashire over the past 12 months. Each new customer has noted significant improvements (detailed below) to their IT Support, and thus, the functioning of their business (references available).


Some reasons for moving from their incumbent:

  • Dissatisfied with support levels
  • Poor communication
  • Wanted more proactive relationship
  • Poor system performance

Find out why they chose CMS below…


Case Studies:

Thwaites PLC

THE COMPANY – Founded in 1807, Thwaites is an impressive 209 years old (!) with circa £140m turnover and is a Public Limited Company. Thwaites has an estate of more than 350 pubs, a group of coaching inns, six four-star regional hotels and spas and a brewery, brewing Lancashire’s favourite beers.

CASE STUDY – Thwaites decided that CMS was the best company to partner with due to our extensive experience in the hospitality industry along with our support Stats (e.g. 92.5% of calls answered <2mins, 75% FTF, 3.05min avg. call handling time, only 6% of calls require Field escalation!). CMS provide out of hours support for all of Thwaites’ sites, working closely alongside the in house IT team. The Take On procedure involved a full audit of all Shire Hotels & Inns of Character along with making a detailed support document which included all site details (3rd Party info, SLA’s, escalations, etc.).


Emerson & Renwick

THE COMPANY – Founded in 1918 (98y/o) Emerson & Renwick are expert manufacturers of Wallcovering, Automotive/Heat Exchanger, Coating and Laminating, and Special Purpose Machinery. With a global presence, based in the UK and USA Emerson & Renwick is known for their high-quality work/product reliability and innovation.

CASE STUDY – CMS provide a full IT Support wrap around including Service Desk, Field Support & 3rd Line. In addition, we hold weekly support calls to review the cases throughout the week. Key requirements to Emerson & Renwick was that the Support can free up their personnel from getting bogged down with fire-fighting, that CMS could assist with strategy and best advice on Infrastructure projects, and that we could provide a greater level of service whilst working very closely to key staff.

“The primary remit for CMS was to release key Emerson & Renwick personnel from daily fire-fighting of IT issues. This has been achieved due to the quality and accessibility of the CMS remote service desk.”  Andrew McLaughlan – FD, Emerson & Renwick

Emerson & Renwick have stated a great deal of improvement from their previous provider. One example is where Andrew McLaughlan (FD) called our Service Desk about an issue which has existed for 12 months and the previous provider was unable to resolve, within a matter minutes on the first call we fixed the problem remotely.

Emerson & Renwick also highlighted that another key reason they chose CMS was our thorough approach in taking the time to learn their requirements thus put the best solution forward.


Kirk Scaffolding

THE COMPANY – Established for over 50 years, Kirk Scaffolding is a family run business providing Contract Scaffolding, Scaffolding Design, and Scaffolding Hire. Operating throughout the North of England Kirk Scaffoldings customers have come to expect the highest levels of service, quality and safety.

CASE STUDY – CMS provide both Field Support & Service Desk to Kirk Scaffolding (IT Support in North West). Additionally, Kirk Scaffolding was looking for a re-design of their infrastructure which was ageing and not meeting their growing needs.

“Having realised our IT System was no longer fit for purpose as our Business grew, we spoke to several Companies about replacing it. We were sufficiently impressed with the CMS Group to place our order with them.

The work was carried out at the agreed time and within the agreed time framework which was vital to our ongoing business. All work was carried out in a professional manner and we are more than happy to recommend CMS Group to anyone looking to upgrade or replace their IT Systems.”  Jeremy Kirk – MD, Kirk Scaffolding


Cavalier Carpets

THE COMPANY – Cavalier Carpets went from selling to homeowners on a market stall to becoming a leading British manufacturer in the 70’s. Based in Blackburn, Cavalier Carpets produce and sell Carpets along with having a rapidly growing insurance department (Renew Floor) and distribution network (Transfloor). Circa 100 users.

CASE STUDY – Cavalier Carpets first engaged with CMS Group as they were looking to build a powerful Disaster Recovery solution (cloud) along with a new infrastructure to further protect their business as well as IT Support in North West. Cavalier chose to work with CMS due to the technical quality of the solution and the ability to deliver. In addition to the DR solution to our Cloud, CMS also provide Cavalier Carpets with 3rd Line Support where we work closely with their internal IT staff.


North West Logistics

THE COMPANY – With over Sixty vehicles North West Logistics is a Transport & Logistics company apart of the Road Haulage Association. Covering UK & Europe their service supports Part & Full Loads, Hazardous, Pallets, Multi Drop, Warehousing, and Export.

CASE STUDY – North West Logistics approached CMS Group as they were unhappy with the support they were getting from their current provider. We now provide both Field Support Service Desk following an effortless transition between providers.



THE COMPANY – Established for 112 years (!) Birtwells are one of the UKs leading trade printers, offering a range of specialist printing services to the UK trade print and brokerage market. With over a century of experience, they can claim to be amongst the most experienced in the business.

CASE STUDY – CMS engaged with Birtwells as they were dissatisfied by their current provider’s levels of service. Following speaking to one of CMS’s customers and conversations on support and organisation we provide (such as change control), Birtwells proceeded to take both Field & Service Desk Support with CMS Group.

“Birtwell & Co Ltd have just recently become new customers to CMS Group. I decided that CMS Group would best suit our company after meeting three potential IT Support companies. This was mainly due to Oliver’s knowledge and his ability to listen to our company IT support needs and confirm that he was able to ensure all requests could be dealt with by CMS and in a professional manner. I have on many occasions called CMS for help and guidance in the short time that we have been customers and been more than happy with their immediate attention and resolution. Also due to locality they can be on site within a matter of minutes.”   Sue Preugschat – Birtwells & Co




The key reasons why these customers proceeded with CMS Group was:

  • Support Stats –  92.5% of calls answered under 2 minutes, 75% first time fix, 3.05 minutes average call handling time, only 6% of calls require Field escalation!
  • Take on process – thorough & painless
  • Support Features – change control, 3rd party management, documentation, nationwide capability on your doorstep, etc.…
  • Experience – a highly technical support provider with thorough processes.

This year’s marks CMS Groups 25th Anniversary which we are very proud of and look forward to the great relationships with our customers.


What Next?

  • Call: 01254 296 700 (or) 0207 663 5621
  • Email: sales@cms-group.net

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