How tailored tech solutions fueled business growth and operational efficiency
CLIENT:
Our client, IT services company, has carved out a niche by offering a more cost-effective and responsive alternative to Microsoft Support. However, as they grew, they encountered several hurdles that threatened their ability to deliver on this promise.
This is the story of how REW stepped in to provide the support they needed, resulting in significant growth and strengthened capabilities on both sides.
CHALLENGE:
Client’s business was expanding rapidly, but they faced some critical challenges:
- Resource Shortages
Client needed engineers with deep expertise in a variety of technologies, from Azure and Microsoft 365 to DevOps and PKI. These roles were crucial to providing the high-quality support their clients expected.
- Complex Projects
They also had several intricate projects on their plate, including health checks for PKI, Active Directory, and SQL, followed by the necessary fixes and improvements.
- Pre-Sales Technical Support
Client’s sales team needed technical experts to join pre-sales calls and provide the credibility that could close deals.
- Engaging Potential Customers
To drive further growth, they wanted to host a series of webinars to attract new clients and demonstrate their expertise.
SOLUTION:
REW provided the skilled resources and strategic support that Client needed to overcome these challenges:
- Expert Engineering Team
We assembled a global team of 20 top-tier engineers with expertise in all the necessary technologies, from Active Directory and Azure to advanced security and infrastructure management.
· Successful Project Execution
Our team managed and executed several key projects, including critical health checks and remediation efforts. Even when one project was initially underestimated, we adapted and delivered results that left Client fully satisfied.
· Pre-Sales and Webinar Support
We didn’t just provide back-end support; our engineers also joined Client’s pre-sales calls, helping to secure new business. Additionally, we worked with them to design and deliver webinars that effectively engaged potential customers and showcased their strengths.
RESULT:
The collaboration between REW and Managed Service Provider led to impressive outcomes:
- Team Growth
The client’s team expanded significantly, growing from 5 to nearly 20 engineers, while also advancing in technical knowledge and skill. Through close collaboration and knowledge transfer from REW’s experts, their engineers gained deeper expertise in Azure, DevOps, and PKI, positioning the client to better serve their customers and tackle more complex projects independently.
- High Customer Satisfaction
Our commitment to quality was reflected in our SLAs and customer satisfaction scores, with our engineers consistently receiving excellent feedback.
- Ongoing Partnership
What began as a straightforward vendor-client relationship has evolved into a strong partnership. We continue to support Managed Service Provider’s day-to-day operations, ensuring they can meet their clients’ needs and grow their business.
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