There were two big motivators behind TSG’s decision to introduce IT Glue’s documentation solution to the business. One, Simon and the team wanted to increase their operational presence in the market. Two, they wanted to improve the working environment for staff, improvements that would then be passed on to the customer.
“We wanted to start working on more complex projects with larger companies. While unstructured files are ok for working with smaller businesses, if you want to work with a FTSE 250 company you need to be prepared for the capture and storage of complex data.”
“We’re always on a look out for a project that will have a real world impact on customers and staff. With IT Glue, 75% of the workforce is technical so this means 200+ people have an improved working environment, something we can then pass on to the customers.
“This isn’t just a marginal improvement, but a significant improvement that has an impact on 1000s of user actions every single day. From the customers’ perspective, they are delighted when our team responds quickly and resolution is completed promptly,” says Simon.
Customer data is, understandably, seen as the ‘Crown Jewels’ of the business, and knowing it’s secure without the consistent need for the monitoring his team previously undertook is a substantial benefit.
“In order to protect the customer information there was a big demand to consistently research, check and audit security. Doing that in-house is very challenging and takes the focus away from other items such as deploying new systems. Thankfully, since we’ve implemented IT Glue all the security is taken care of,” he says.