Black Duck Seatcovers is a WA-based company that has grown from humble beginnings of two workers in a small rural town. They have a clear vision of being an industry-leading manufacturer and supplier of high-quality, 4WD seat protection for commercial vehicles, backed by innovation and a culture of integrity.
Executive Summary
R-Group was chosen by Black Duck to be their local Managed Services Provider for both IT support and telephony. With clear short-term goals at the forefront of their business operations, Black Duck has started to grow their IT Team which provides level 1 and 2 support for the company.
With over 20 years experience of providing managed services and being a certified Telecommunications carrier through ACMA, R-Group was chosen to provide telephony and level 3 support when required. This ongoing support means acting as an extension to Black Ducks IT team alongside the implementation of R-Groups Microsoft Teams Calling solution allows for Black Duck to focus on meeting their business objectives.
Business Objectives
- Improved support for key business areas including telephony, networking, and projects.
- Improved security infrastructure for business systems.
- Improved user experience for both internal IT support and customer service.
The Challenges
Previously, an East Coast-based managed services provider was used for the provision of Black Duck’s IT support and telephony networks. The lack of support, given the time zone difference, made the engagement a frustrating process for Black Duck.
Their previous managed service engagement meant that, given the time zone difference, was often a pain point for Black Duck who were not able to access critical systems or resolve issues after hours when required.
Black Duck found that customers were hanging up before reaching an operator, this was because of issues with the main phone line. This resulted in poor customer service.
Consequently, R-Group’s approach alleviated Black Ducks’ frustrations by providing local support to allow for business operations to run seamlessly.
The Solution
Having R-Group as their local MSP meant that Black Duck had access to their systems when required. This engagement sees R-Group acting as an extension of the IT Team. R-Group installed enterprise-grade security infrastructure to ensure that the company’s network was suitable for its future business operations.
As a Microsoft Solutions Partner for Modern Work, R-Group was the implementation partner of choice. This included the configuration of a Microsoft Teams environment with calling included. With the calling add-on, this allowed for collaboration and conferencing of all users. As a licensed telecommunications carrier, R-Group commissioned a new Perth-based number range, hosted within the Microsoft Teams environment.
Because of R-Group’s proven track record, we were confident that our proposed solution would be able to meet Black Ducks’ expectations.
The Results
- Increased reliability and performance of telephone services for high-quality customer service.
- Measurable improvement in local support and service response times.
- Enterprise-grade Microsoft Teams calling with redundancy to allow for a central hub of teamwork and seamless collaboration.
- Enterprise-grade firewall equipment for future support and security.