IT Support Augmentation | Klik.Solutions - MANAGED IT SERVICES

CASE STUDY

IT Support Augmentation & Infrastructure Service

IT Support Augmentation & Infrastructure Service

  • Klik.Solutions IT Support enabled firm to promote IT Manager to leadership role in firm operations
  • End user satisfaction remained high
  • Infrastructure upgrade solution below budget, improved performance

Client Profile

Klik.Solutions knows that each client is unique with their own specific requirements. We were hired to temporarily support a 43 person law firm with a single IT Manager who was scheduled to be on leave. The level of support, responsiveness, and technical know-how impressed the Managing Partner to the extent that the firm ultimately moved the IT Manager to leadership and entrusted Klik.Solutions as their IT team.

  • 43 Person Law Firm
  • 2 Offices
  • 1 IT Manager
  • SEC, SOX, PCI-PDI, HIPAA
  • Compliance

The Challenge

The firm’s IT Manager on leave would have very limited access to communications with the office and outside support was required quickly. The support team needed to have the agility to understand the firm’s end user culture and focus as well as infrastructure, applications and technical background.

The Solution

Klik.Solutions Co-Managed IT enabled the firm to engage our team to support their technology and people in the IT Manager’s absence. Our Tech Ops team integrated our remote monitoring & management tools into the firm’s environment while providing visibility to the IT Manager to monitor tickets. All users were personally contacted by our Help Desk to advise them of how to submit tickets temporarily and minimize impact to their routines. Management was provided with periodic performance updates to reassure them that there was zero degradation in support during our engagement. Prior to the engagement, the IT Manager requested a technology recommendation for a hyperconverged refresh. Given our knowledge of the environment, users, and compliance requirements, the Klik.Solutions engineering team was able to size and recommend a hyperconverged solution using a new platform at a tremendous cost savings.

The Results

Management, end users, and the IT Manager were impressed by the level of support and responsiveness by the Klik.Solutions team. The personal touch by our help desk techs, ability to resolve issues quickly in a relatively unknown environment, and seamless transition convinced the firm that outsourced support was possible. The cost of our services and the value of enabling the IT Manager to focus on implementing an IT strategy was confirmed by our proposed hyperconverged solution including deployment. As a result, the firm became a permanent Co-Managed IT client and the IT Manager was promoted to a leadership role heading firm operations.

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“I love that the techs get right to work! And most times a resolve is completed immediately. I’ve always been greeted by someone professional and eager to assist. Austin did a great job and also educated me in the process! can’t beat that. Great job!!”

Margaret – CIO, Law Firm

Klik.Solutions
COVID-19 Update

Klik.Solutions continues to monitor the latest ongoing updates regarding COVID-19 “coronavirus”… 

Klik.Solutions has put our well planned, thoroughly tested internal contingency plans into action, maintaining our high level of client services without impact. 

As of this update, our SLA’s for ticket resolution are holding at 98%. This is considered excellent especially in light of the elevated ticket volume as clients adapt to a mobile workforce.

Essential client projects are also proceeding as planned with no disruption from the Klik team.

We are proud of the efforts of our entire team and are standing by to help you navigate these unprecedented times. Please continue to email help@kliksupport.com for any assistance.

For more information contact info@klik.solutions or call 888.959.1196.

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