THE COMPANY
George Brown & sons was established in 1828 offering engineering services to a wide range of companies throughout the UK and overseas from their workshops in Leith, Edinburgh.
THE ISSUE
When it comes to IT support, efficient service delivery and clear communication between the provider and the customer are essential. George Brown & sons had become increasingly frustrated with their existing IT provider as response times were slow and inconsistent. After raising an issue, they often waited 24-48 hours just to receive an initial response without any resolution. This level of service did not align with the needs of the business.
THE SOLUTION
George Brown & sons had been a long standing print and photocopier customer of Document Data Group and had consistently been impressed with the high level of service provided. As a result, they approached us to explore IT support Services.
Following an initial audit of their existing set up, we found the IT infrastructure was fundamentally sound. The primary issue lay not in the technology itself but in the level of service and support they were receiving.
At Document Data Group, we apply the same proven service model used in our print division to our IT services. This includes a robust ticketing system that provides full visibility of all open issues, including response times, progress and resolution status.
In addition, we operate a fully manned helpdesk during working hours ensuring every issue is handled by trained IT specialists from the moment it is raised. Our team maintains proactive communication throughout, including direct phone contact when needed, so customers are kept informed at every stage of the process.
Charlotte Brown, Company Secretary & Director
“Our long-standing relationship with Document Data on a print and copy basis, meant that when it came time to review our IT contract we knew that we could rely on their expertise. Even still, we were very impressed by the way in which they successfully and seamlessly managed the migration of services, letting us focus on our day job in the process. We’ve since noticed tangible improvements across the business. Their friendly and timely communication is second to none but combined with knowledge and efficient systems, we couldn’t be more grateful for their ongoing services.”
