What People Say About SymVolli

"...has helped us to be... proactive in the delivery of our IT support services to our clients"

Key Issues Addressed:

Support

SLA Monitoring - Timer and back to back SLA tracking
Traffic light system for quick review of support queue
Ability to carry out cost based analysis for client support time usage
Asset register used to track faulty client equipment and monitor when replacement needed
Workflow for automation of simple tasks such as notifying client when an update is available to their support ticket

The Company

Established in 2003 within Serviced Office Group to be retained as the IT organisation for the group and its customers, and in October 2013 became an independent technology services company. To date, Streamwire has provided contiguous support to 24 serviced office sites and over 600 individual clients across the UK and continental Europe.

Streamwire provides fully managed and integrated IT and Technology Services across.

Networks and Telephony
Hardware
Software Management and Development
Cloud Services
Procurement
Programme and Project Management
Compliance and Audit
Business Process Optimisation
Business BCP and DR planning
Environmental Management
Rapid Programme Deployment
Service Aggregation

To organisations in the construction Industry, software development sector, recruitment, media, manufacturing, retail, financial services, and charity sector.

Streamwire’s client list includes Costain, Network Rail, Chiswick Business Centre to name but a few.

Website: www.streamwire.co.uk

The Challenge

To deliver a proactive and top class service in an ever more demanding IT support arena whilst being able to keep a keen eye on operational cost.

The Solution

SymVolli is at the heart of many of Streamline’s key processes – in particular, it is used to manage and monitor support operations keeping on top of customer SLA response times.

“SymVolli has helped us to be proactive in the delivery of our IT support services to our clients as well as being able to produce management reports whenever they are required in an instant instead of taking on average one and half hours at the end of week. A discipline has also been instilled into our operation due to the simple fact that everybody is using a standard best practice help desk process that meets our needs. The due diligence I have personally done, having run two of the largest and most successful divisions in two of the industry’s IT giants, means that risk and reputational damage are always at the forefront of any decision as to which partner to work with. In SymVolli I know that my business - and indeed my clients - can benefit from working with a company that is truly focussed on the industrialisation of Lean Process without the onerous cost and governance associated with achieving such status.”

Anne Stokes, Managing Director - Streamwire

Testimonials

"We now have a system that logs customer calls, book appointments, and a price book that holds the products the system design specification is built from. We had around 20 template documents, now half a dozen. Benefits, the time saving in producing the customer ‘package’ (around 3 hours plus, now 20 minutes from start to finish for a large complex job) plus we have a central database of products and a flexible system that can grow & adapt."

Neil Jones, Frontline Automation
"Prior to using the system, our sales planning and forecasting was somewhat subjective with sales people creating a pipeline based upon their personal opinion. Using the system has ensured that all opportunities were qualified and quantified against a specific set of criteria that immediately changed the perception of the sales team. Accountability became the norm and within three months an improvement of 15% in predictability was apparent."

General Manager, Security Products Manufacturer
"SymVolli has helped us to be proactive in the delivery of IT support services to our clients as well as being able to produce management reports whenever they are required in an instant - instead of taking on average one and half hours at the end of week. A discipline has also been instilled into our operation, due to the simple fact that everybody is using a standard best practice help desk process that meets our needs."

Anne Stokes, Managing Director, Streamwire