Dynamic Edge

BACKGROUND

Introduce your business and what you do there.

I’m a Director at AVC Wise, a fully managed service provider for pension contributions in the UK government sector.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Dynamic Edge?

We needed a solution that would enable us to have a fully functioning IT infrastructure that covered all of our standard business operations, so everything from hardware support to software support and Office 365.

SOLUTION

What was the scope of their involvement?

Dynamic Edge is our Microsoft partner. They put Office 365 into our business and integrated us with Microsoft Teams, SharePoint, and other Microsoft-based tools. The team designed our laptop and desktop environments in our office. 

Since then, we’ve transitioned to working 100% remotely, so Dynamic Edge designed our remote solution so that we could work from home and supports all of our users across Europe. They currently manage our hardware environment and take care of our software licensing through Microsoft. They offer us complete support 24/7 to make sure that we can work anytime and anywhere.

What is the team composition?

The main person we deal with is a client services manager who manages our relationship. We also work with a project manager and their technical support manager who handles the help desk support team, including first, second, and third-line support.

How did you come to work with Dynamic Edge?

We got referred to them because they had a history of working with our side of the business. Back then, we were a startup, and they were a one-stop solution for all our support requirements. 

How much have you invested with them?

So far, we’ve invested about £100,000 (approximately $132,000 USD).

What is the status of this engagement?

We started working together in June 2018, and the engagement is ongoing.

RESULTS & FEEDBACK

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

They hit 100% of their service-level agreement (SLA) for service, support, and tickets. They’re measured on how quickly they respond to our tickets and support Microsoft-related infrastructure, and they hit all their targets. 

The team monitors our network, and we have 100% uptime on the SharePoint side of things. They communicate any Microsoft service elements to us. Dynamic Edge is really good at deploying hardware and software licenses — it’s their bread and butter.

How did Dynamic Edge perform from a project management standpoint?

We recently migrated all of our phone calls into Microsoft Teams, and the project manager is assigned to the liaison and communication with us. They are constantly communicating about what they’re doing and how through Microsoft Teams meetings and the software’s online environment. 

What did you find most impressive about them?

I’m impressed by Dynamic Edge’s responsiveness. They understand our requirements and respond to them very quickly. They’re a service-centered organization, and it shows. 

Are there any areas they could improve?

No, I wouldn’t say there’s anything they need to improve.

Do you have any advice for potential customers?

I’d recommend them. Dynamic Edge is very good with data security and any security needed on your standard infrastructure to support business. They’re also very good at creating bespoke support if you need it for relevant users, whether it be on- or offsite.