London, 16 November 2012 – Calyx Managed Services has achieved a seamless changeover in the provision of IT user support BDP, despite cutting around one month from the usual implementation time. Calyx’s Service Desk handles around 800 calls a month from BDP’s 850 employees around the globe.
BDP is a major international, interdisciplinary practice of architects, designers, engineers and urbanists, known for its work on high-profile projects such as Liverpool ONE shopping development, the refurbishment of the Royal Albert Hall and Aintree racecourse. When its contract for IT user support expired, it decided that it would prefer to work with a smaller provider than previously. “We looked for a business that fitted more closely with our own philosophy – one that would be flexible, responsive and work to our own requirements rather than providing a standard service,” explains IT director, Alistair Kell.
After a careful selection process BDP decided that Calyx fitted the bill, especially as the managed services provider’s Network Operations Centre is based in Manchester, close to BDP’s UK headquarters. Because of a compressed timeline for implementation, Calyx provided an on-site transition manager to help smooth the process and which meant it was able to begin work immediately – literally to the minute when the previous contract came to a close.
Now BDP has a dedicated user support desk during UK working hours with 24/7 cover for straightforward fixes. “From the very beginning the Calyx team sat down with us, listened to what we needed and adapted its service accordingly – even within the tight timeframe. We appreciate their consultative approach as it gives us the potential to change and grow as time goes on,” says Kell.
Neil Ball, account director of Calyx explains how the service desk has adopted a triage system to help deal with the incidents and requests concerning BDS’s approximately 300 software applications. “This ensures that we can quickly refer any issues with some of the more specialised software to an expert or the appropriate vendor, while still maintaining control and ‘ownership’ of the problem to ensure we achieve the fastest possible response,” he says.
“The architecture and construction industry is going through a time of increased competition and we can’t afford excess downtime due to IT problems,” adds Kell. “It’s clear that Calyx understands our business and the importance of a speedy resolution to any issue.”
About Calyx Managed Services
Calyx Managed Services is the business of transformation, delivering managed services, connectivity, cloud services and technology infrastructure management, hardware maintenance and support. We are trusted by our customers to help them achieve what is important to them; providing service to their own customers and strategically transforming their business, rather than investing time and resources in managing their core technology infrastructure. We enable this by maximising the useful life of existing investments and taking advantage of new technologies, while simplifying the complex by integrating multiple technologies into a single service agreement. Our approach releases customers from technology constraints – IT can be problematic; we just sort it out.