A Managed Outsourced Services Case Study – ProcessFlows Outsourcing is providing a 24×7 outsourced helpdesk, marketing and sales support for an IT Consultancy Company
Partnering with ProcessFlows to provide outsourced helpdesk, engineering and marketing services for their business, enables IT Consultancy company, Thintech, to fully invest their transformation and implementation skills on business development and new customers.
Secure, reliable, virtual desktops make economic sense
Thintech was founded by Brett Loveday in 2006. But the company has been designing virtual desktops since 1997, utilising Citrix Technology; carrying out work for businesses in the enterprise sector, including the London Stock Exchange and Bank of Tokyo-Mitsubishi.
During this time, they perfected their ‘build’ to deliver a Windows desktop that can outperform local PCs.
Business growth without the risk
In common with many start-ups, Thintech started with two key people – the ‘knowledge base’ of the company. They needed to keep costs to a minimum and any early revenues had to be reinvested in the business. Inevitably, they ended up doing everything – sales, marketing, accounts, support, customer service, etc.
As the customer base grew, the level of support calls and queries increased and it became a challenge to respond to these in a timely manner and deal with the everyday paperwork (purchase orders, invoices etc).
Brett Loveday, MD of Thintech said: “We needed to implement some basic business systems and take on staff to help us with the back office admin and field the support calls. We could then focus on developing and growing the business further, but we didn’t have the budget.”
Managed Outsourced Services
Brett said; “Our business is founded on technology that remotely delivers functionality. It therefore seemed logical to outsource the back office function to a specialist outsourcing provider.”
ProcessFlows initially provided helpdesk services for Thintech for their hosted desktop solution.
Outsourced Services were specifically designed around Thintech’s brief to ‘provide a frontline helpdesk which would support their systems and users improve the customer experience in relation to frontline IT service delivery, reduce their risk and keep costs under control.’
From start-up, to a customer base of 152 users in year one
Outsourcing to ProcessFlows immediately gave Thintech freedom from the distractions of budget plans, the procurement and implementation of back-office systems, employing new staff and training; so they were able to focus on business development. The decision paid off. By the end of year one, they had an impressive 152 new customers.
The relationship has grown
As well as providing 24×7 helpdesk support from dedicated engineering staff and support for Thintech’s clients, ProcessFlows are now dealing with new client contracts/SLAs and back-office processes, as well as providing marketing support – which includes direct marketing and social media interaction.
Brett Loveday summarises; “Transferring our back-office processes to ProcessFlows enabled us to concentrate on our core business activity, whilst at the same time, enhancing our services – all at a low cost and with no risk.”
If you would like more information on our outsourcing solutions, please call us on +44 (0) 1962 835053, or email firstname.lastname@example.org.