Secure, reliable, hosted virtual desktops make economic sense
A ProcessFlows Managed Services solution has helped Thintech, a remote desktop solution provider, grow their business from start-up, to a customer base of 152 clients, within a year.
The Customer:
Thintech, based in Chatham, Kent, is a provider of secure online ‘pay-as-you-go’ remote office solutions, delivered to users via the operating brand Thintech Online.
Since its launch in 2009, Thintech has focused on developing a cost effective range of virtualisation and cloud computing services for small to medium sized businesses; primarily those who don’t have the budgets for, or who don’t want to take the risk of, investing in an office IT infrastructure and the additional staff required to support business growth – you simply pay for applications and storage when you need it.
Thintech’s hosted virtual desktops exactly replicate the PC in your office to provide unlimited and remote access to the programs you use everyday – whether that is Microsoft Office or bespoke third-party software – as well as secure backup and search and retrieval functionality for all your saved/stored data and documents. Thintech’s hosting facility is based at Kent Science Park in Sittingbourne – a secure high technology business park. Thintech currently has a customer base of 152 clients across the South East of England and London, with users in the business advisory services, recruitment agencies, property maintenance and training providers.
The Challenges:
Many new businesses, such as Thintech, start with just one or two key people, who usually are the ‘knowledge base’ of the company. Thintech needed to keep costs to a minimum and any early revenues had to be reinvested in the business. Inevitably, the key people ended up doing everything – sales, marketing, accounts, support, customer service etc. As the customer base grew, the level of support calls and queries increased and it became a struggle to respond to these in a timely manner as well as processing the everyday paperwork efficiently – purchase orders, invoices etc – and focusing on strategy.
“We often thought; Why are we wasting time not adding value to the business? Implementing some basic business systems and taking on some extra staff would help free us up to focus on what we do best; finding new customers, dealing with any mission critical service support issues and business development. But there was no budget!” David Bibby, MD of Thintech.
The Solution:
David Bibby said; “Our business is founded on technology that remotely delivers functionality. It therefore seemed logical to apply this concept to our own business by outsourcing our frontline helpdesk services to a specialist Managed Services provider such as ProcessFlows, who could provide us with a cost effective, alternative solution to dealing with it ourselves.” ProcessFlows’ flexible and scaleable outsourcing and managed services (remote IT department) provide 24/7/365 support from its EU Service Desk based in Bulgaria. Services are designed to help clients improve their frontline IT service delivery and improve customer experience; with the added bonus that it reduces risk and enables clients to cut costs.
“We now have full support for our systems and users, without the hassle or expense of an in-house IT department.” said David Bibby.
It works for Thintech customers too. Paul Wookey, who is the Chief Executive of Locate in Kent, a Council sponsored investment promotion agency which helps businesses to expand into, or relocate to, Kent and Medway, said; “Enabling our staff to access our IT systems whilst on the move and from anywhere in the world is essential and Thintech Online provides this capability. With a round-the-clock support service, it doesn’t matter when and where we work – help is always at hand. We get a very professional and flexible IT service at a cost effective rate and this has helped transform the way we operate.”
The Benefits:
- ProcessFlows remote IT department Services has significantly reduced expenses, whilst still allowing Thintech to retain direct management and control of all activities
- Delivers a frontline, round-the-clock Service Desk to all customers – adding real value and enhancing customer service with no investment
- Queries are being dealt with by an experienced and skilled team of IT professionals with a broad knowledge base, who can solve 95% of Service Desk incidents with no reference to Thintech
- A fixed monthly fee – which can be scaled up or down as the business needs and SLAs change
- Eliminates the need to purchase expensive hardware and software and any ongoing repair, upgrade or replacement costs
- Thintech now have the resource to grow their business, as they no longer have to spend time performing activities which interfere with this
- Did not need to invest in skilled IT staff
More information
For information on any of our solutions or products, please call us on 01962 835053 or email sales@processflows.co.uk.
