EBC Group

BACKGROUND

Introduce your business and what you do there.

I’m the managing partner of Hallmarkhulme Solicitors, a firm of solicitors located in Worcester, UK.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with EBC Group?

We needed managed IT services.

SOLUTION

What was the scope of their involvement?

EBC Group provides us with network and IT services and support. They also handle our servers and hardware, including PCs, laptops, printers, and phones. Additionally, they’ve helped us acquire and install the software licenses needed for our business. Their services are both on- and off-site, but most of their daily work is done remotely.

How did you come to work with EBC Group?

EBC Group was a recommendation from another business. When we were looking for an IT partner, we looked at various companies, including them, but we ultimately chose them.

What is the status of this engagement?

We started working together around 2013, and our engagement is ongoing.

RESULTS & FEEDBACK

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

EBC Group’s service quality is how we measure the success of our engagement. Throughout the duration of our contracts, we measure how well they provide maintenance and support, and every time we need to renew our contract, we also look at their price and the upgrades we can make.

How did EBC Group perform from a project management standpoint?

We primarily communicate via phone calls through their support line, and we follow up on service tickets via email. When someone within our team needs individual support with their PC, they can always expect a phone call from someone on EBC Group’s helpdesk to help them sort the issue.

What did you find most impressive about them?

EBC Group responds to calls quickly and is proactive in solving challenges.

Are there any areas they could improve?

It would be great if EBC Group improved their proactiveness in looking into what’s new on the market and making us aware of upcoming software updates. Sometimes, they’re more reactive than proactive in that regard, so it would be very helpful if they improved that part so that we could plan these changes in advance.

Do you have any advice for potential customers?

Be clear on your requirements before meeting them so that you can evaluate if what they propose works for you. Knowing what you want is very important.