Frontline, LLC - Managed IT Services

BACKGROUND

Introduce your business and what you do there? 

I’m the former CFO of Spark44 in North America, a global end-to-end marketing communications company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Frontline, LLC?

We needed a partner to collaborate with our in-house IT team.

SOLUTION

What was the scope of their involvement?

Frontline, LLC integrated with our in-house IT team to build the company’s infrastructure and network on a global level. They provided consulting services, including selecting IT vendors, implementing troubleshooting and resolution, and conducting network maintenance. Moreover, they provided backup monitoring services, internet security services, and vulnerability scans.

On top of that, the team provided helpdesk services in Toronto, Los Angeles, and New York, which involved giving technical assistance to customers via email and phone. Currently, they’re integrating our IT structure and exporting and encrypting data. Moreover, they’re ensuring the data is good before sending them to the IT of the company Spark44 merged with a few months ago.

What is the team composition? 

Shane (CEO) is my main point of contact, but I’ve interacted with roughly five people. There is a helpdesk resource for Toronto and New York as well as an entire team in Los Angeles.

How did you come to work with Frontline, LLC?

The founder of Spark44 hired Shane.

What is the status of this engagement?

We began working together around June 2018, and it’s ongoing.

RESULTS & FEEDBACK

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

85%–95% of the issues that are brought to the attention of the helpdesk get resolved within 24 hours. They’ve never caused delays by not finishing tasks, and they’re key in setting up our IT infrastructure in four countries. They continue to provide a broad range of services, varying from minor to major.

How did Frontline, LLC perform from a project management perspective?

They act as part of our team, but they don’t implement any project management for us. We use a ticketing tool for the helpdesk and we communicate with Shane via phone.

What did you find most impressive about them? 

They take time to truly understand their client’s business needs and the reasoning behind them, in order to help their clients achieve their goals. They go above and beyond, providing feedback and input, even on issues that aren’t directly related to their requirements.

Are there any areas they could improve?

No. They’ve been able to provide all of our needs.

Do you have any advice for potential customers?

Be honest and transparent.