FluidOne - Chorley

BACKGROUND

Introduce your business and what you do there.

I’m an associate partner at an accounting firm, and I’ve also been dealing with IT supervision for our business.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with HW Technology?

We had an on-premise server-based IT infrastructure that was outdated. We wanted someone who could get a server in place and deal with the transition of the on-premise server to a cloud server.

SOLUTION

What was the scope of their involvement?

We had initial conversations before the COVID-19 pandemic, which accelerated the decision-making process going through the options and the costs available with the options. We decided on having HW Technology moving our servers into the hosting platform with everything that involved. 

We had a team dedicated to run through all of the migration of the data and the setup of users, doing most of the work remotely due to the COVID-19 restrictions. They also came on-site to update the cabling and connections so we wouldn’t have any downtime in the project. Everything went live within eight weekends after the initial decision was made.

They currently manage the host, make updates, and operate the whole domain for us.

What is the team composition?

We worked with 4–5 people throughout every step of the project.

How did you come to work with HW Technology?

They were referred to us by a coworker that worked with them in the past. They came in with a presentation, a review of what we had in place at the moment, and a plan on how to help us. They offered several options for what we wanted to do with them, but they also highlighted potential security issues on our network and updates that we weren’t aware of and needed to be done. We were impressed with that initial meeting, they were on top of the security services that are getting more important every day, and we decided to move forward with them.

How much have you invested with them?

We’ve spent around £20,000–£25,000 (approximately $28,000–$35,000 USD) with them so far. That includes the initial work and the monthly fee for service and maintenance.

What is the status of this engagement?

We started working together in April 2020, and the engagement is ongoing with the updates and follow-up services they provide.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement? 

I can see how the connection and ability to work remotely has significantly improved on everyone. Also, everyone is solving problems and getting things back up and running very quickly — everyone is very happy with the connection HW Technology delivered and how it works.

How did HW Technology perform from a project management standpoint?

The project was completed within the timeframes we settled. We had regular Zoom and Microsoft Team meetings where we discussed updates and progress on the project. Currently, they’re quick coming back to us whenever we have any questions. 

They’re quickly reactive to any problem that arises in terms of user issues, but they’re also proactive with security updates and flagging things that need to be done.

What did you find most impressive about them?

We’re impressed with them. One of their strengths is that they’re pragmatic in finding the best way to adapt their work with how our business operates — we know if we have to change something to run our business the way we want to, and they don’t dictate how things need to be done.

Are there any areas they could improve?

It’s been taking a while to work out the relationship between our internal IT staff and HW’s team in terms of role definitions. That was something we expected, and it was inevitable because we’re going through significant changes. It’s not negative, but it’s something that is taking a bit of time to sort around.

Any advice for potential customers?

I recommend other firms in the industry to work with them. 

BACKGROUND

Introduce your business and what you do there.

Our company is Fortus Business Advisors & Accountants. We’re a national business advisory firm across the UK. My role is director and head of operations & technologies.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with HW Technology?

They're a managed service provider for us.

SOLUTION

What was the scope of their involvement?

Initially, as our managed service provider, HW Technology did IT operations and user support. Now, they have become a strategic partner, assisting us in growth and expansion. They provide hybrid hosted environments and network systems that connect between offices, apps used to run our business, data storage, email services, and several services they provide as we navigate through acquisitions. We have approximately 300 users. 

They also assign a senior consultant to lead from a technical perspective. That person completes an IT scope to help us understand the IT equipment and software uses and infrastructure of the acquisition. From there, we set milestones to pick their systems up, virtualize them and integrate them into our operations. Depending on the size of the acquisition, the process takes 8–12 weeks. 

What is the team composition?

From a consultancy perspective, there are 12 people working with us. The daily team varies depending on the size of the project.

How did you come to work with HW Technology?

They've been with the company since before I joined. We continue the partnership with them because of their excellent service and understanding of updated solutions from a technological perspective.

How much have you invested with them?

In total, we've spent approximately $1,500,000. We spend $500,000 annually across all the services they provide.

What is the status of this engagement?

We began working together around November 2017, and it’s ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement? 

HW Technology is an integral part of our team. There are rarely any issues with their services, and over the course of our entire engagement, I believe we have only had about 20 minutes of downtime. They do the basics quite well, and when we want to take a creative direction, they're accommodating.

How did HW Technology perform from a project management standpoint?

They're proactive, making us aware quickly of any issues that arise. If a user has an issue, they email the team, which is received by their internal tool. Then, users are given a ticket number and responded to within 15 minutes.

HW Technology is always available, and they're responsive. We have weekly catchups on Mondays for all the ongoing projects as well as calls during the week with the team.

What did you find most impressive about them?

HW Technology provides consistent service and excellent customer experience. They're extremely process-focused regardless of the size of the issue. 

Are there any areas they could improve?

With several projects going on simultaneously, the way they communicate and their consistency around email can be confusing at times. They're also slower to adopt new technologies sometimes, waiting for further testing or just what they consider to be the right time for them. It would be nice for them to bring us different options rather than us going to them.

Do you have any advice for potential customers?

Communication is the key to your partnership's success.

BACKGROUND

Please describe your company and position.

I am a director at James Todd & Co

Describe what your company does in a single sentence.

Accountancy Practice

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Orca to accomplish?

• Support our IT exisiting infrastructure
• Move to a hosted platform
• Continued support and IT strategic assistance during our company expansion

SOLUTION

How did you find Orca?

Referral

Why did you select Orca over others?

• Pricing fit our budget
• Great culture fit
• Referred to me
• Company values aligned

Describe the scope of work in detail. Please include a summary of key deliverables.

Support of exisitnig infrastrure from previous suppplier.

Move to a hosted platform

IT provision and assistance during office expansions and moves and acquisition of new businesses

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Stable, reliable platform from which to work and confidence to invest further in applications to further assist the business to grow and expand.  Very little downtime and a safe and secure IT environment

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Yes, very good, communication lines always open and quick to repsond if reuqired.  Director always available for discussion if required and regular account review meetings 

What was your primary form of communication with Orca?

• In-Person Meeting
• Virtual Meeting

What did you find most impressive or unique about this company?

Their honesty, transparency, and willingness to assist have been most impressive.

Are there any areas for improvement or something Orca could have done differently?

None

BACKGROUND

Please describe your company and position.

I am the Director of Red Dot Accountants Ltd

Describe what your company does in a single sentence.

Accountants and tax advisers

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Orca to accomplish?

• Hosting Services

SOLUTION

How did you find Orca?

Referral

Why did you select Orca over others?

Referred to me

Describe the scope of work in detail. Please include a summary of key deliverables.

The provision of hosting services.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Transfer to New Hosted Platform & ongoing service

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Their project management is excellent — our communication has been great throughout.

What was your primary form of communication with Orca?

Email or Messaging App

What did you find most impressive or unique about this company?

Speed of response and easy to speak with

Are there any areas for improvement or something Orca could have done differently?

No

BACKGROUND

Please describe your company and position.

 I am the Finance Manager of a construction company 

Describe what your company does in a single sentence.

Quantity Surveying and Project Management

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Orca to accomplish?

• Security
• IT management
• IT compliance

SOLUTION

How did you find Orca?

Online Search

Why did you select Orca over others?

• Pricing fit our budget
• Company values aligned

How many teammates from Orca were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

• IT management
• CSE Essentials Plus
• Vulnerability tests

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Out of date products identified and secrity enhanced since findings

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Delivered on time and as required

What was your primary form of communication with Orca?

Virtual Meeting

What did you find most impressive or unique about this company?

We were impressed with their knowledge of systems and professional approach to dealing with our needs.

Are there any areas for improvement or something Orca could have done differently?

No

BACKGROUND

Please describe your company and position.

I am the Partner of Westcotts

Describe what your company does in a single sentence.

Accountants and business advisors

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Orca to accomplish?

• To migrate our IT infrastructure into a hosted platform
• Provide ongoing 1st and 2nd line IT support

SOLUTION

How did you find Orca?

Referral

Why did you select Orca over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from Orca were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

The project involved reviewing our exisitng on site IT setup across the practice. Suggesting the most optimum hosted setup. Once the setup had been agreed, implementing and transferring all our onsight infrastructure to a hosted platform during the transfer providing onsite support in all locations to transition all users and ensure all users retained access and provided guidance on the new setup.

Following the completion of the initial transfer, providing ongoing 1st and 2nd line support for all users to free up the time of your internal IT team to focus on higher level projects. In addition providing a sounding board for new projects and regular monthly feedback on systems.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

• The complete transfer of systems without disrupting the ongoing work of the practice.
• Team feedback for ongoing support being a considerable improvement over pre changes setup.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

An agreed outline of how the setup and transfer would be completed was set out at the outset. This followed throughout the process, with any reasons for delays clearly communicated and plans adapted as needed. Work was regularly undertaken outside of normal working hours with Orca team members available for calls always when needed. 

Any issues identified in sites as the transition occured resulted in changes in following sites so any issues were not reported.

What was your primary form of communication with Orca?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

We're impressed with Orca's availability and willingness to adapt as issues arise.

Are there any areas for improvement or something Orca could have done differently?

None

BACKGROUND

Please describe your company and position.

I am the executive of Adaero

Describe what your company does in a single sentence.

Machining

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Orca to accomplish?

• Full-Service IT Management
• Review of IT system
• Ongoing support and management of IT system

SOLUTION

How did you find Orca?

• Referral
• Other

Why did you select Orca over others?

• Great culture fit
• Referred to me
• Company values aligned

Describe the scope of work in detail. Please include a summary of key deliverables.

Full IT system management. They have provided full reviews to ensure compliance with latest standards, have resolved any IT related issues regarding network access, software installation, email signatures, ensuring up to date and supported hardware

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

We have an IT system that works, our employees are happy with the level of service provided. Responses are quick with resolutions usually within 24hours

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Very high levels of visibility with what they were doing. Plenty of clear communication. Vast majority of issues completed in the agreed timescales to the agreed costs.

What was your primary form of communication with Orca?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

They are good communicators and are very effective and responsive. They provide all of our IT needs and I don't need to worry about them not being able to complete a task.

Are there any areas for improvement or something Orca could have done differently?

No areas for improvement. I'm very happy with the service received.

BACKGROUND

Please describe your company and position.

I am the Chief Executive of SK Financial

Describe what your company does in a single sentence.

Keep clients financially organised

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire FluidOne - Chorley to accomplish?

• Build an IT Plan
• Monitor our IT Plan
• Be proacive

SOLUTION

How did you find FluidOne - Chorley ?

Referral

Why did you select FluidOne - Chorley over others?

Referred to me

How many teammates from FluidOne - Chorley were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Getting us IT smart and secure

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

They provided a helpful and personable service.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Yes on time

What was your primary form of communication with FluidOne - Chorley?

Virtual Meeting

What did you find most impressive or unique about this company?

Regular communications and showed a lot of patience

Are there any areas for improvement or something FluidOne - Chorley could have done differently?

None

BACKGROUND

Please describe your company and position.

I am the Director of Rushtons Chartered Accountants

Describe what your company does in a single sentence.

Chartered Accountants and Business Advisers to local SME businesses

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Orca to accomplish?

• Server Upgrade
• Additional Security
• Future proof our IT

SOLUTION

How did you find Orca?

Online Search

Why did you select Orca over others?

• Close to my geographic location
• Great culture fit
• Company values aligned

How many teammates from Orca were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Full server upgrade and hardware renewal. They migrated all data across and provided us with a plan for transition to new Apps.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

• Limited chargeable hours downtime and an increased level of security.

What was your primary form of communication with Orca?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Project management was very clear and we were kept well informed throughout the process. Dates were booked in well in advance.

What did you find most impressive or unique about this company?

All technicians were very knowledgeable and worked with us to implement a system that was bespoke to our needs. The director and owners were hands-on, which is very important to us.

Are there any areas for improvement or something Orca could have done differently?

Potentially more testing of the system could havebeen carried out prior but time constraints made it not possible.

BACKGROUND

Please describe your company and your position there.

Accountancy Practice. I am the MD.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Orca?

Provide on going managed services.

SOLUTION

How did you select this vendor and what were the deciding factors?

Experience of sector

Describe the project in detail and walk through their service package.

keeping our service going. Cyber protection.

How many resources from the vendor's team worked with you, and what were their positions?

full team.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

They have great knowledge of our business and provide fast response times. Friendly and efficient.

How effective was the workflow between your team and theirs?

Great

What did you find most impressive or unique about this company?

Excellent service

Are there any areas for improvement or something they could have done differently?

no