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BBs Coffee & Muffins
09/02/2007
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Profile
80 outlets, UK-wide
30 headquarter end users
Services received
- Virtual IT team
- Break/fix maintenance
- Helpdesk
- Hardware and software support
- Pre-emptive equipment health checks
- Member of Servo team on-site once a month, guaranteed
BBs Coffee & Muffins operate an 80-strong nationwide chain of coffee shops. When reviewing their IT strategy, they realised that with just 30 end users within head office they couldn’t justify the expense of an in-house IT department. It would not have proved cost-effective.
Having received external investment, one of the company’s priorities was to improve the IT infrastructure. They were working with old platforms, their security wasn’t up to scratch, and none of their systems were standardised.
The company has now been working with Servo for 14 months. Servo provide them with hardware and software support, maintenance, a helpdesk and pre-emptive health checks’ on their equipment, catching potential problems before they take effect. Servo has remote access to the company’s systems, enabling them to fix the majority of problems without an engineer even having to visit. BBs holds monthly account meetings and quarterly support meetings with Servo, and a member of the Servo team visits the company a once a month to proactively deal with issues, ensuring they don’t become critical. Servo also provides them with consultancy and advisory services.
BBs Coffee & Muffins’ IT Projects Manager Louise Hanks discussed how happy she was with the new system. Service levels are now met, and Louise is free to concentrate on developing the company’s IT strategy. What’s more, the company is saving on headcount costs, whilst receiving a better level of service.
BBs originally appointed another managed service provider, but they failed to meet the contracted service level agreement. Louise’s main advice now is to fully research the company you choose to work with, as you need to be able to place your faith in them: “If you’re going to outsource, you need to be very careful about the company you use. Working with Servo has meant that I can be sure we’re up-to-date with new technology, without retraining staff. And with a four hour fix or replacement service built into our contract, I know we’ll never have to be without a part or PC.”
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