Before engaging with BlueZeon over 10 years ago now SPWP had self-managed its IT systems, including the setup of laptops, updates and patching, anti-virus and the management of printers scanning and copying; all of which are vital to a financial services business to keep it safe and functioning efficiently. Whilst these tasks were initially managed well in-house, as the business grew, IT issues became more time consuming; these issues included such things as problems accessing One Drive, lost documents, password issues and performing updates and patches. As these functions were being performed in-house, they were consuming valuable business hours, with unqualified staff, so it became critical to the business to get some outside, expert support so that as financial experts SPWP could do what they do best, with peace of mind that there IT systems were in good hands and would perform reliably.

Stefanie, Principal of SPWP, had met Ian Winsor the Managing Director of BlueZeon at a local networking event, Ian was approachable and agreed to take a look at what support SPWP needed.

BlueZeon now provides SPWP with fully Managed IT Support designed to provide seamless, end-to-end IT management. The benefits of the fully managed IT service come from proactive monitoring, enhanced security, and 24/7 support, ensuring systems are always optimised and protected, and that staff have immediate access to problem solving technicians. This comprehensive service has allowed SPWP to reduce downtime, improve efficiency allowing it to focus on its core operations while leaving IT complexities to BlueZeon.

In addition to the above BlueZeon has guided SPWP to the Cyber Essentials Plus certification for the last two years which is a pre- requisite for doing business within the SJP Partner program.

With BlueZeon’s proven expertise and commitment to excellence, SPWP has gained a reliable partner dedicated to their success.

SPWP say that they cannot fault the BlueZeon team, no problem is too small or too much trouble; BlueZeon slot in nicely to fit around the staff and act as a part of the SPWP team. BlueZeon makes sure that no question goes unanswered, the ongoing relationship with SPWP is on a personal basis with BlueZeon having a good understanding of the SPWP business, how it works along with its priorities.

BlueZeon provide 24/7 Support – SPWP can call the office or raise tickets online whichever is more convenient at the time, BlueZeon always provide a first-class service and SPWP also know that if they have any major issues with their IT that all these issues are normally solved with 24 hours. On the rare occasion that an engineer needs to attend their office they know someone will be there to help within the hour.

BlueZeon has guided SPWP through the Cyber Essentials process helping them initially to become accredited, which is one of the essential criteria to become and remain an SJP Partner Practice.

One of the things that SPWP really appreciates is that BlueZeon keeps all tickets live until SPWP decide that the issue is solved to their satisfaction and not closed by BlueZeon to meet any completion targets.

Kris Richardson, SPWP Office Manager said that the relationship between the businesses is such a trusted one, SPWP knows that if a visit is required then a BlueZeon engineer will be on site within an hour, but that the engineers always look to work around SPWP’s priorities, their business need and of course their clients. For example, if SPWP were attending to a client the engineer would wait until an appropriate time after the client meeting has finished, keeping disruption to an absolute minimum.

Since BlueZeon and SPWP began their collaboration BlueZeon has resolved 100% of issues raised by SPWP staff well within the agreed SLA (Service Level Agreement) from when the call came into the BlueZeon support desk. SPWP have never had a problem not resolved to their satisfaction.

SPWP and BlueZeon have continued to work closely together over their 10-year business relationship. The communication between the two businesses is highly effective, with regular communication, ensuring that the support provided can be maintained at the highest level.

Some elements of SPWP’s operations—such as their website, MS Office365, their multifactor authentication system and compliance —are provided by their umbrella organisation, St. James’s Place (SJP). This occasionally requires BlueZeon to collaborate with SJP’s IT support team to resolve technical issues; while this kind of setup could easily lead to communication gaps or delays, that hasn’t been the case at all; in fact, their Office Manager says the process runs exceptionally well. BlueZeon handles all coordination with SJP seamlessly, keeping communication clear and efficient. As a result, SPWP can stay focused on their work, saving both time and effort, without having to get involved in the back-and-forth.