From IT Friction to Secure, Efficient Global Operations

The Challenges

With exclusive clientele such as Veritas’ and non-technical staff working from different - and sometimes challenging locations all the time – data and endpoint security as well as end-user support are crucial. A provider with in-depth IT knowledge who helps to resolve user queries as quickly as possible and answers questions imminently is essentially a key part of the extended Veritas team.

For this reason, the security services provider had previously been working with another managed IT services company. However, they had been having issues for a long time and especially after a buyout, they experienced a significant decrease in the quality of service: a hands-off approach with questions not being answered in a timely manner, resulting in constant chasing on Veritas’ part. Their team had also been using an app to access the filing system, which presented its own set of challenges by being very sporadic, challenging to use, and overall just not working well. For secure connections, they had been using a consumer-grade VPN but were also looking for an enterprise-grade alternative that does not rely on users activating the VPN, so they would be secure at all times. With the industry and high net worth profile of Veritas’ customer base, it is absolutely critical to keep their data ultra secure and prevent any threats to their clients.

"We’re incredibly happy with Innovate. We felt the old IT provider had taken their eye off the ball. When we moved to Innovate, we really felt that they came in. We liked the fact that they took over completely, told us what was happening, and improved all of our systems. The onboarding process and moving on couldn’t have gone any better.

Nobody else was as quick off the mark to come round and introduce themselves and what they could do, which Innovate did straight away. We like that personal touch, and it gave us confidence there and then that this was a company that we would like to do business with. 

There was lots of personal engagement. Gwynne from the Projects team came around a lot. She worked here and gave us a lot of confidence in what we were doing. She’s a can-do person and very knowledgeable. We've got no issues at all when she's working on something, as we know it will get done and well at that. This is especially important because we’re all former military and not IT professionals, and we need somebody to be able to manage that. Because if IT goes down and we've got multiple operations all over the globe, things cause challenges. So, the fact that we have people coming in, showing us what's going on, how to do things, and it's all now working seamlessly has helped us a great deal.”

Neil Strang, Managing Director for Veritas