Customer QA: Foster and Kinship NT
Before engaging with Area9, Foster and Kinship faced significant challenges transitioning from a server-based infrastructure to a new cloud-based CRM solution. We kept the Foster & Kinship team involved throughout the process, clearly communicating all potential risks and associated costs.
We were keen to understand the impact of our work, so we sat down with Louise Lasker, Finance Officer Foster and Kinship Carers Association NT Inc to discuss the changes we've made.
A9: What specific IT services or solutions did you acquire from us?
We have engaged Area9 to manage a comprehensive range of IT services for our organisation. These services include:
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Network Mangement: Area9 handles the management and maintenance of our network infrastructure.
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Cloud Services: They provide us with cloud-based solutions, helping us transition from on-premises servers to more cost-effective cloud resources.
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Cybersecurity: Area9 manages our cybersecurity measures, ensuring the protection of our digital assets.
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Software Development: Additionally, we are working with them on an ongoing project to migrate our current server setup to a more suitable cloud-based CRM system. This migration is expected to be more efficient and cost-effective.
A9: How have we helped improve your organisation’s efficiency or productivity?
Although our ongoing project with Area9 is yet to reach its final stage, we have already experienced significant improvements in our organisation's efficiency and productivity. One of the initial phases of the project involved upgrading our phone systems. We transitioned from traditional desk phones to headsets and implemented the 3CX phone system. This change has provided several benefits:
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Hands-Free Communication: The 3CX phone system allows our team members to engage in hands-free conversations, enabling them to multitask efficiently. This is particularly useful when needing to move away from their desks or access their computers while on a call.
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Distraction Reduction: The use of headsets has helped reduce distractions in the office environment, allowing our employees to focus better on their tasks.
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Mobile Accessibility: 3CX also offers a mobile app, making it convenient for our staff to install and use the system on heir work mobiles. This feature is invaluable when working remotely or needing to stay in touch with the team while on the go.
While our project is ongoing, these initial improvements have already had a positive impact on our day-to-day operations, and we look forward to further enhancements as the project progresses.
A9: Were there any challenges or issues you faces before using their services, and how did they address those challenges?
Yes, we encountered significant challenges before engaging Area9's services. Our primary challenge was the inability to seamlessly transition from our previous IT supplier to a new cloud-based CRM solution, as we were still reliant on a server-based infrastructure.
Area9 provided a well-thought-out solution to this challenge. They explained that they needed to build a new server for us initially, laying the groundwork for the eventual transition to a more stable CRM outside the server environment. Throughout this process, they proactively communicated all potential risks and associated costs, ensuring that we had a clear understanding of each step.
Dealing with our previous IT supplier, who was uncooperative, added complexity to the situation. However, Area9 took charge of all communication with the previous provider and kept us informed at every stage of the project. Their professionalism and responsiveness in addressing our questions and concerns were commendable, making the transition from the server environment to a new solution a seamless and reassuring experience.
A9: How responsive has Area9 been to your support requests or inquiries?
The IT service provider has been exceptionally responsive to our support requests and inquiries. We've experienced near-instantaneous responses from their team, which has greatly contributed to our overall satisfaction with their services. Their prompt attention to our needs has been instrumental in ensuring the smooth operation of our IT infrastructure.
A9: Can you desecribe any significant IT-related problems your company encountered during the engagement, and how did they assist in resolving them?
While our engagement with Area9 has been relatively smooth, we did encounter a significant IT-related challenge when our previous IT provider suddenly advised us of a two-week deadline to shut down our server. This unexpected situation left us in a state of panic. Fortunately, we reached out to Area9 for assistance, and they responded with exceptional readiness.
Area9 took charge of all communication with our previous IT provider, copying us into all emails to ensure transparency and reassurance throughout the process. Thanks to their swift and well-prepared response, we successfully transitioned to Area9's services within the two-week timeframe without any hiccups. Their efficient handling of the situation demonstrated their commitment to delivering effective solutions in critical moments.
A9: In terms of communication and collaboration, how would you rate your experience?
In terms of communication and collaboration, our experience with this company has been excellent. Their prompt and transparent communication, coupled with their willingness to collaborate effectively on IT projects, has greatly contributed to our satisfaction with their services. They have consistently demonstrated a high level of professionalism in their interactions with our team.
A9: Have you found their team to be knowledgeable and experienced in the IT services they offer?
We have found their team to be extremely knowledgeable and experienced in the IT services they offer. Their expertise has been instrumental in addressing our IT needs effectively and efficiently. Their depth of knowledge in various IT domains has consistently exceeded our expectations and has been a key factor in our ongoing partnership.
A9: How has Area9 contributed to the security and reliability of your IT infrastructure?
The IT service provider has significantly enhanced the security and reliability of our IT infrastructure through a combination of knowledge, professionalism, and effective communication. Their expertise in cybersecurity measures and best practices has helped us fortify our digital defenses, ensuring the safety of our data and systems. Their professionalism and commitment to delivering reliable IT services have minimised downtime and interruptions, contributing to the overall stability of our IT environment. Moreover, their proactive communication keeps us informed about potential security risks and system improvements, fostering a strong sense of trust and confidence in their services.
A9: Can you comment on the flexibility and scalability as your business needs evolved?
Area9 has shown remarkable flexibility in accommodating our evolving business needs. Their ability to adapt and tailor their IT services to our specific requirements has been instrumental in supporting our growth and changing demands. Additionally, their experience and expertise have made it seamless to scale our IT infrastructure as our business has evolved.
A9: Were there any unexpected costs or billing issues, and if so, how were they handled?
We have not met any significant unexpected costs or billing issues with Area9. However, following our phone system upgrade, there were some user-related problems, primarily stemming from a lack of technology knowledge on our end. Area9 was diligent in addressing these issues and always transparently communicated any costs associated with addressing these challenges, which were minimal in the grand scheme of our engagement. They were very transparent about any extra costs involved outside the scope of work.
A9: Have you experienced any downtimes or disruptions in IT services, and how were these situations managed?
Yes, we did experience some downtime during the transition from our previous IT provider to Area9 when the server was changed. However, Area9 proactively informed us about this two week in advance and provided a clear timeframe for the transition. This allowed us to plan our work tasks accordingly.
During the transition, Area9 diligently worked within the specified timeframe and remained available for support throughout the following week. While we encountered a few minor hiccups, they were promptly addressed, with minimal impact on our work. Their responsiveness and commitment to resolving issues quickly helped us navigate the transition smoothly.
A9: Would you say that the IT service provider has been a proactive partner in anticipating your IT needs?
Yes, without a doubt, Area9 has been a proactive partner in anticipating our IT needs. Their proactive approach, combined with their local presence and a team of experts, has been invaluable to us. Knowing that we have a dedicated team of experts in various IT fields at our disposal gives us peace of mind. It ensures that we receive expert advice, timely solutions, and the assurance that our IT needs are not just met but anticipated and addressed proactively. Their commitment to staying ahead of our requirements has been a significant asset to our organisation.
A9: How would you describe the overall value you received compared to the cost of their services?
The overall value we have received from Area9 aligns well with the cost of their services. Their services have been well worth the investment. We feel that the benefits and the quality of service we've received align closely with the cost, making it a mutually beneficial partnership. Their commitment to delivering value-added IT services has been evident throughout our engagement.
A9: Did the IT service provider align with your organisation's goals and contribute to your long-term IT strategy?
Yes, Area9 has shown strong alignment with our organisation’s goals and has made a significant contribution to our long-term IT strategy. Their services have been tailored to fit our specific objectives, ensuring that our IT infrastructure supports our overarching business goals. Their expertise and proactive approach have been instrumental in shaping and executing our long-term IT strategy effectively. We view them as a valuable partner in our journey towards achieving our IT and business goals.
If you have a similar project in mind, contact Area9 today to see how we can help transform your IT infrastructure.