Providing first and second line IT Support for 35+ sites across the UK
Country Court Care Ltd are a multi-award winning care home organisation with care and nursing homes in Sheffield, London, Peterborough and many other locations across the UK. They are passionate about their residents’ well-being and take great pride in providing personalised care services with expertise and compassion.
Problem Statement
The Country Court Care group is growing fast, acquiring a new care home or building a new care home every 6 weeks. Growth is unabating!
Their experienced IT Manager was getting swamped in minor tasks and pulled in many different directions, only intermittently available to the end users for helpdesk issues, plus he was leading the rollout of IT for new sites. The user base was suffering as new site on-boarding took a priority.
Solution & Benefits
To allow the IT Manager the time and capacity to focus on strategy and growth, ctm IT Support were asked to provide first and second line helpdesk from 7am to 9pm Monday to Friday. All issues are tracked, logged and fed into our Intelligent Analytics & Reporting platform allowing the IT Manager and senior staff visibility on helpdesk performance.
With a better than 80% same day issue resolution rate, things are now fixed quickly allowing the end users to focus more on the critical care they provide.
We monitor the servers and infrastructure 24/7 only escalating critical issues to the IT Manager when required.
Regular onsite visits by our team remove all travelling deadtime, further freeing up the IT Manager and providing a regular proactive onsite IT presence.