|
|
|
Case Study - How outsourcing to IBS has benefited
Community Enterprises
Like many companies, with their technology infrastructure expanding through the mid-90s, Community Enterprises hired an in-house Information Technology coordinator. However, they found that turnover in the position was quite high, and the lack of consistency lead to a myriad of problems with their technology infrastructure. In 1998, IBS was contacted to provide some oversight of the growing computer network in their Northampton headquarters. In addition, IBS was to provide on-site computer technical support as needed at all of their fourteen branch offices located throughout Massachusetts, Connecticut, and New York. Currently, Jason Leja, an IBS technician since 2001, supports CE roughly 3 days a week. This task entails, but is not limited to, break and fix repair or PCs and peripherals, planning for long-term computer upgrades or purchases, new hardware and software implementation, general software and application support questions, and supporting the IBS-designed on-line database application that CE uses.Due to the unique technology needs of the various CE offices, support can be challenging and ever-changing. “Each office is a little different – some have 2 PC’s and some have 30”, notes Leja. In the early days of IBS supporting CE, computers were donated, but as time has gone on, they continue to purchase new equipment so that they can run the operation effectively. CE normally purchases PCs and other equipment through IBS – from printers to scanners to networking equipment. Currently, there are a variety of email solutions being used in the different offices and IBS is working with CE to come up with a long term plan for this issue. To support the remote locations that are not in our normal support range, IBS currently uses a web-based application to remotely connect to machines at those location to do various troubleshooting and repair. IBS provides CE the knowledge and skills of a fully-staffed in-house department for a fraction of the cost. By outsourcing with IBS, continuing education costs, vacations, insurances, and additional overhead costs are avoided. Ed Preissler, Vice President and Chief Financial Officer of CE noted in a recent interview that he doesn’t worry about technology issues with IBS on board – “they keep us current”. |