THE COMPANY
Thistle Help are a team of mobility and small aid specialists dedicated to supplying mobility equipment that truly reflects the needs of those who require support for care and mobility.
THE ISSUE
Thistle Help already had an IT provider in place however they felt service levels consistently fell short of expectations. Response times were slow which significantly impacted operations given the critical role of IT infrastructure within the business.
In addition, despite paying a monthly retainer for IT Support, Thistle Help was frequently billed for additional time, leading to concerns around cost transparency and value for money.
The current provider also hosted a cloud server for them; however, the solution was perceived as both costly and slow to access. As a result, Thistle Help wanted to explore alternative options that could offer improved performance and better cost efficiency. Overall, the primary issue for Thistle Help was the lack of reliable and responsive service.
THE SOLUTION
As an existing print customer, Thistle Help was already familiar with DDG’s high service standard and approached us to review their IT support requirements. Following a comprehensive IT audit, we implemented a full solution tailored to their needs. This included a hardware refresh, upgrading devices that were not compatible with Windows 11 to ensure performance, security and future readiness.
To address concerns around speed and cost, we installed an on premise server. This provided faster access to business critical systems while also enhancing resilience through a dual back up: on premise and cloud based.
Service quality was a key priority for Thistle Help. To meet this, we provide a dedicated helpdesk available during working hours, supported by a structured ticketing system. This mirrored the service model they were already accustomed to on the print side.
In addition, responsibility for telecoms and broadband services was also seamlessly transitioned to DDG from the previous provider.
Managing Director, George Ruddick said:
“We contacted Document Data Group for a quotation to move our IT and phone system over to them, having already purchased our printers from them. They were very efficient in providing this quotation and at no point did they pressurise us into going ahead.
When we made the decision to go ahead, Document Data Group handled the full migration. There were some teething problems at the beginning due to it being a different set up from before however at no point did, they let us down and dealt with the issues efficiently and professionally. We are happy with our new IT and phone system and can’t recommend Document Data Group highly enough.”
