Overview
A leading engineering firm with a growing national footprint engaged our services to replace their Managed Services Provider. The client's expectations were not aligned with what the incumbent provider was able to deliver under their SLA, and the provider did not have the capacity to deliver a more bespoke outcome. The client's primary fear was that a change of providers would be highly disruptive to their business, because that's what happened the previous time they made such a change. Using our proven approach, we were able to deliver a frictionless transition within 4 weeks.
Challenge
The client required a full transition of IT services - including infrastructure management, helpdesk support, and cybersecurity oversight - within a tight four-week window. The primary objective was to ensure zero disruption to business operations during the transition.
Our Approach
1. Rapid Discovery & Planning
- Conducted a comprehensive audit of the client’s IT environment within the first 5 days.
- Collaborated with the outgoing provider to gather documentation, credentials, and system configurations.
- Developed a detailed transition roadmap with clear milestones, risk mitigation strategies, and communication protocols.
2. Seamless Transition Execution
- Established a dedicated transition team including a project manager, technical leads, and client success liaison.
- Implemented a parallel support model during the second and third weeks, allowing both providers to operate concurrently while we validated systems and processes.
- Migrated monitoring, backup, and endpoint management tools with no downtime.
3. Proactive Communication
- Held daily stand-ups with client stakeholders to provide updates and address concerns.
- Delivered weekly executive summaries to ensure transparency and alignment.
4. Hypercare & Stabilization
- Entered a two-week hypercare phase post-transition, offering elevated support and rapid response.
- Resolved minor configuration issues within hours, with no impact on end users.
Results
Transition Timeline
Service Disruption
Client Satisfaction
System Uptime
Support Ticket Resolution
Client Testimonial
“The professionalism and precision with which the transition was handled exceeded our expectations. We experienced no downtime, and our staff barely noticed the change - exactly what we hoped for.”
Conclusion
This successful transition demonstrates our ability to deliver fast, disruption-free onboarding for complex, multi-site organisations. Our structured approach, technical expertise, and commitment to communication ensured a smooth handover and a strong foundation for a long-term partnership.
