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.

 

Birtwells

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

 

 

Why CMS

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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