Proactive Support Model in Manufacturing IT
The Problem
A growing manufacturing business struggled with recurring IT outages, slow response times and inconsistent support from their previous provider. Critical production systems faced downtime weekly, costing thousands in lost output and delaying customer orders. Employees were frustrated and the IT bottlenecks threatened growth plans.
The Solution
We introduced a proactive IT support model, combining 24/7 monitoring, rapid response helpdesk and preventative maintenance. Key production systems were migrated to a more resilient infrastructure and disaster recovery protocols were implemented to minimise future downtime. We also provided on-site support during the transition to build trust and confidence with staff.
The Success
System downtime was reduced by 95% within the first quarter. Support tickets that previously took days to resolve were addressed in under two hours on average. With stable IT operations, the manufacturer accelerated production output and expanded into two new markets within 12 months confident their technology would scale with them.
