onlinesupport

Harcourts Cooper & Co

CASE STUDY

Operating from 16 locations Cooper & Co is an award-winning team in the Harcourt's group, for the Northern region and nationally. Harcourt's is the largest Real Estate Company in New Zealand with a trusted history dating back to 1888

PROJECT INCLUDED:

Our staff demand prompt and effective responses to any technology challenges they may face. Intellium delivers this and through enforcing best practise IT principles, they have helped us reduce risk in our business. Intellium are our trusted advisors on all ICT matters.

Martin Cooper - Managing Director
Harcourts Cooper & Co

Photo of Martin Cooper - Managing Director from Harcourts Cooper & Co

Highly responsive service with proactive monitoring

The Situation:

Cooper & Co went to market with a Request for Proposal (RFP) covering all of their Information and Technology requirements. Cooper & Co operate a business model that employees a high proportion of contracted sales staff (“agents”) so, it was essential that the IT Support Proposal catered for both the businesses internal requirements but also delivered tangible value to the agents.

The Solution:

Two key deliverables in the RFP were fixed pricing, for budget certainty and highly responsive service levels, minimising staff inconvenience. This was achieved by delivering IntelliumCare Premium, a fixed price support service and scheduling regular onsite Engineering time. With more than 300 staff members, proactive management of issues was essential to minimising disruptions in the business. IntelliumCare’s proactive monitoring software provides a centralised and auditable mechanism to support all users. IntelliumCare Premium’s unlimited remote support at a fixed price meant issues could be directly communicated without the risk of ad hoc charges spiralling out of control.

Deliverables/Technology:

  • Fixed price, unlimited Server & Desktop support
  • Server hosting – Data Centre colocation
  • Auditable service levels and detailed tracking of performed tasks
  • Wide Area Network and hosted firewall services

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