As a call centre, we have a large number of PCs and servers that support our business and we had been using ProNet’s services on and off for minor issues and problems for some time. Following a strategic review of the business and our plans for the next five years, it was apparent that our IT infrastructure would not support our intended growth. Although we had some IT skills in-house, the implementation of an IT project would be beyond our capability to resource.
ProNet assisted us in specifying our hardware and software needs and continually insisted on “best practice” approach. Their unwillingness to cut corners was refreshing and instilled greater faith in their capabilities. The overall project involved updating the network speed, replacing our main network server and configuring this for our users, reorganising how we approach data storage, designing and providing two mission-critical SQL servers to act as clustered database solution. Add all this to the fact that we’re a 24hr x 7 day business, using equipment that is unique in the UK, meant a considerable planning headache. On paper it didn’t seem much: in practice it proved a major upheaval.
We had major problems moving the main network server. It died and the replacement machine refused to take the install. ProNet quickly provided a replacement for the new hardware and stayed working until 11pm to get the new server up and functioning. As we’re working in a 24×7 environment, this server had to be back online as soon as possible and ProNet staff willingly stayed late in the office to get it functioning for the overnight period.
When one piece of equipment (a network storage device) failed to deliver its promised performance, the decision was made to change over to an alternate server. ProNet took back the original equipment for performance testing and provided a replacement server in its place. All this was done willingly by ProNet who accepted that, for some reason, the original equipment was unable to cope with the demands of our particular application.
During the entire project, which has lasted some six weeks from start to completion, we have not had any downtime on the call centre- not a single minute. If that is not a measure of the planned approach to implementation, I don’t know what is.
Mike Burkinshaw, Managing Director
