Morgan Hunt Creating an IT service desk resulting in 98% customer satisfaction and reducing client costs by 60% Client: Morgan Hunt Sector: Recruitment Services: IT Service Desk, IT Consultancy, Managed Infrastructure Location HQ: London, UK – Large recruitment firm Morgan Hunt needed to run their business more productively. They realised that managed IT could be a real enabler to help them achieve this goal. Learn how recruitment firm Morgan Hunt stabilized and improved end-user support by outsourcing their IT service desk and infrastructure management to Blue Saffron. The Client Morgan Hunt is an established multi award winning recruitment agency boasting a number of market leading propositions. Headquartered in London with offices in Manchester, Bristol and Birmingham, the company supports over 2000 clients in both public and private sectors through over 200 staff. The Brief Due to an increasingly complex IT infrastructure, lost knowledge through staff turnover, over demand for IT support and downtime – the challenge was set: stabilize and improve end-user support by outsourcing their IT service desk and infrastructure management to Blue Saffron. Our Approach Working alongside the in-house IT team, Blue Saffron worked to deliver a carefully controlled programme of change using our “roadmap”. Blue Saffron now acts as the first port of call for the Morgan Hunt IT users, taking on First Line support. We Blue Saffron have also been requested to extend their mandate to full infrastructure support including server and network management. Significant improvements have been made to Morgan Hunt: Reduced the investment required for high quality IT Support Increased the availability of highly skilled resource Reduced the workload for the in-house team Improved the support experience for the users (95% satisfaction ratings) Improving speed of resolution and response times Reduced lost productivity due to IT down time Delivered accountable support Increased the quality of data recorded in support interactions Providing easier triage means expedient resolutions allowing the in house team to focus on business application support Access to resource within Blue Saffron to support ad hoc projects accelerating time to value. Great Client Feedback “We had to get out of the fire-fighting mode and find a way of creating time and space for the IT team to start tackling the bigger and more complex issues. Not only did Blue Saffron help take the burden of this fire-fighting activity, they were able to put the systems in place that have enabled us to take decisions and prioritise based on real support data. The ability to share support data is critical in this environment. We have complete transparency which means that collectively we are able to act and react, creating a very dynamic and collaborative support environment – continuous improvement is at the core. We don’t look at this as outsourcing the help desk or infrastructure support, Blue Saffron are an intrinsic and important aspect of the Morgan Hunt IT team.” Andy Crow | Head of Support Services | Morgan Hunt Further Information All Case Studies More about IT and the Recruitment Sector More about our IT Service Desk Managed Service We don’t look at this as outsourcing the help desk or infrastructure support, Blue Saffron are an intrinsic and important aspect of the Morgan Hunt IT team. Mark Dooley | Head of IT | Morgan Hunt A quick reminder of what we do Blue Saffron is not your average, award-winning provider of communications and technology. We have worked hard to earn a 98% customer satisfaction rating. This is based on our belief that it’s your business needs which must lead our solutions and delivery. Our passionate and professional team has worked together for more than a decade to make sure we are one of London’s most progressive, independent suppliers. Our name is built on reliability, efficiency and making our customers lives easier. Whether you are looking for fixed or mobile telecoms, internet access, or services such as data backup, security, email, or desktop and server management, we can help. We can supply all your technology services or happily fill gaps which can optimise your business functions. We package, price and bill our services clearly and directly, with a commitment to intelligent customer service. Our independence means we are free to leverage our stable of world-class suppliers and partners to perfectly meet your needs.