"Their specialisation in the AEC space has absolutely impacted our business. There's no need to explain anything - they already know how it all works. They understand exactly what we need and they come with recommendations about how things can work together. They provide that expert knowledge that we don’t have in house”
RMA Engineers is a multidisciplinary engineering firm with offices in Brisbane, Toowoomba, and Bundaberg to service both urban and regional areas of Queensland. When we first met with RMA, they had concerns about their existing IT Support Services company and felt that they had no control in what was happening in terms of IT for their business.
While they had been promised a high performing system located in a centralised datacentre - which could facilitate services across their three locations - they found that systems were performing poorly. They were advised to invest further in hardware that would improve performance, which they did however the result was ineffectual.
Our audit highlighted the following issues:
- Paying a premium for sub-standard IT support service and equipment
- Receiving poor advice from an inexperience, non-specialised IT provider
- Servers were running on shared infrastructure, resulting in significant slowdowns which impacted staff productivity throughout the day
- Privileged accounts were loosely managed and have passwords that are never/rarely changed
- Only one week worth of retention points for backup
Key outcomes for RMA Engineers:
- All infrastructure is 100% owned by RMA Engineers
- Saving of approximately $150-200,000 over the next three years
- Reduction of internal time spent resolve IT issues each day
- Remote support and proactive maintenance for all 3 sites
- Entire transition project completed under budget
- No downtime or impact to the business throughout the transition
Transitioning to PKCG
After receiving the results from the audit, RMA decided to begin a confidential transition to our services. To do this, we
replicated their existing setup, yet with the appropriate devices and specifications that we knew would give them the results they needed.
The challenge was to complete the entire transition without the existing IT company or their staff becoming aware of the change. Interestingly, even though the staff were not informed of the changeover date, it was easily seen through the stark reduction in end user tickets and performance complaints.
Managing all their IT service requirements, RMA now have more time to do their designated roles knowing that they have the expertise to guide them on all their requirements.
Direct feedback from Jillian Glasby, Associate - Corporate and Business Services Advisor
In early 2020 we were frustrated with our IT services provider. We were cautious about changing over to a new IT company, but we knew our IT was in a bad way and it only got worse throughout that year. PKCG provided an audit, and through that process, they confirmed all the fears we had – we were haemorrhaging money, we had no in house expertise, and no way of validating our concerns. We had grand expectations of PKCG, but they were able to provide a lot of comfort. We quickly found that they understood our business and the programs we use.
When we first met PKCG, we had a very open conversation. They spoke with us in plain language, not the technical IT speak, and it was very clear. They were also willing to be patient with us while we transitioned from our previous provider. We liked that they weren’t generic and that they were local; that was a big thing for us.
Moving IT providers is a big step, but PKCG knew the programs and were willing to work with us on what we wanted. Initially we were apprehensive about a fixed monthly fee, but when we knew what would be included - and the control and transparency we would ultimately have – we knew it was the right decision.
Our experience with PKCG is very different from our previous provider. We spend less per month for a greater level of support and equipment performance. Our equipment suits us better and is reliable. There’s always continuity with PKCG – there’s more than one person who knows everything that’s going on with our business. They’re transparent, they provide in person explanations and are easy to communicate with.
Prior to engaging PKCG, our staff were frustrated, and it was really affecting the internal culture. We gave them a long list of problems and they were able to solve all of them. They put themselves in our position and made each task a priority – no matter how big or small. They always acknowledged the problem and came in with a problem-solving attitude.
Now that we have PKCG on board, there are things we couldn’t do without. Their fixed monthly fees for their services provide a greater level of comfort in our business. We send anything and everything to them, and that’s resulted in gaining an extra 2hrs a day of my time. We have less tickets because our hardware is up to scratch and our internet connection is good. Overall, our profit as a business is much better in IT.
Their specialisation in the AEC space has absolutely impacted our business. There's no need to explain anything - they already know how it all works. They understand exactly what we need and they come with recommendations about how things can work together. They provide that expert knowledge that we don’t have in house.
Cultural fit was paramount to who we chose as our next IT provider. After meeting them, we knew they were people we could employ within the business, so we knew it was the right choice. While they’re mostly remote, they have come out to our Toowoomba office when needed. The access is good and it makes life easier.
PKCG have met all our expectations. We have felt like their single client and have been pleasantly surprised to see that continue. We engage with them daily and they’re always very responsive. They’re just really easy to communicate with.