TL;DR
In less than one year, the 2-year abandoned ecommerce project is finally implemented when our client is engaged with us. Gaining more trust, we eventually manage their end-to-end IT operation. We started making their intranet networks better to support multi-branch operation. Then, we administer their servers which crucial operational activities were depended on. Most importantly, we bridge communication to tech-related third parties who already provide different IT services for our client. All of those make their IT operation brings even more value to the client’s business.
Holistic Approach
At that time, hardware and software were only minor parts to handle for our client although, later on, we also manage them. Reality started to kick in when we laid out to them that good communication with their tech-related servicing companies takes first priority.
There were 4-6 tech-related servicing companies that maintain our client’s IT systems. One of them is providing ecommerce solution. At one point in time, the ecommerce project was making very little progress and then our client engaged us for that particular responsibility. We quickly identified and cleared out the project’s bottleneck which was actually a communication challenge about implementing payment service. Having the main problem solved, we also gave suggestion on their ecommerce feature which they immediately agreed and had it done by their ecommerce provider. They were happy when the ecommerce was finally up and running.
Almost immediately after our celebration, we felt like we owed them broader explanation on why the project were progressing slugishly. Although they initially measured us by the success of the ecommerce project only, we took initiative to be involved in their overall IT operation. As the result, they trusted us to manage and grow their IT department.
Naturally, we contacted other tech-related providers who were already serving our clients. Together, we understand better about their services technically and we strategised on how to bring most value out of their services to the client’s business. For example, a provider was already providing server administration which we then requested an upgrade to include email management service on the same server. That way, our client’s server is fully utilised.
Shortly after our client saw their IT operation was progressing well under our responsibility, they took our suggestion and agreed to hire dedicated IT personnel. We shared our requirement to HR, conducted technical interview, and support the whole recruitment process. One candidate was hired and, then, we trained the staff on how to operate IT department.
One responsibility after another, we approach our client’s challenges thouroughly for its root cause.
Result
Today, our client has an in-house IT department that can handle broad range of subject, such as network, CCTV, server, operating system, software troubleshoot, and even bridging technical conversation to third parties. In its relevancy to business, our client can enjoy faster data transfer between branches, peace of mind knowing their CCTV is periodically maintained, operate software more efficiently with sufficient server capacity, and have comfort because each client’s personnel know that if they have IT problem, there is always someone to answer in their own company.