A seamless transition for new customer, Weston Hospicecare

Blog post

CT understands that moving to a new IT Support provider is not something many businesses want to do on a regular basis. However, if your current IT support is not delivering the strategic approach you require, the sooner you onboard a new provider the sooner you’ll get the service you need.

CT are proud of the seamless onboarding service we offer to our new customers. We recently onboarded Weston Hospicecare from their incumbent IT provider. Weston Hospicecare provide palliative and end-of-life care for people living with a life-limiting illnesses in Weston-Super-Mare and the surrounding areas.

Having already onboarded a number of hospices and charities, the team here at CT had a strong understanding of the common challenges faced as well as how best to ensure a swift, seamless and simple transition for all those involved at Weston. With our own unique onboarding process, CT’s Sales, Service Management and Project Engineering teams all worked closely together along with spending time with the Weston team to investigate the current IT environment. Our engagement with key members of their team to understand their existing issues and frustrations forms part of the service.

Prior to the final switch over of IT providers, the CT Project Engineering team attended Weston for four days service preparation to roll out CT’s remote management and monitoring (RMM) tool to enable CT to proactively support Weston. A risk assessment of their systems was conducted to ensure Weston and CT could prioritise the biggest areas of immediate risk. The team visited all of Weston’s retail outlets to roll out CT’s RMM tool to all devices and engaged with the staff at the shops to explain who CT while also covering how to contact us in the event of requiring assistance. Back at CT HQ, all information and findings, plus lessons learnt, were fedback to the Service Desk so they were prepared to help with any problems raised by the Weston team. 

Switching providers should not be stressful and disruptive. Here at CT, we recommend that you don’t wait until contracts have been signed before finding out what your new IT provider’s on-boarding process is like! Make sure you review it as part of the tendering and selection process, so you know you’ll receive a smooth and professional service launch.

Weston Hospicecare team

"I didn’t experience any downtime or issues with the transfer. I also noticed that many of my appropriate e-mails that were going into my junk file, are now being delivered directly to my inbox – almost as though my marking them as safe senders has finally been implemented.  So I’m delighted!" Jen @ JBH 

"I have had to contact CT this morning, regarding emails not being received from outside organisations. I believe Maddie helped me and she was extremely helpful. After the problem had been fixed, I received a follow-up call from her where she had done further investigations into the issues and she found the course of a bigger problem which was resolved within seconds. It was great to have such fantastic, quick support from her!" Paris @ JBH 

 "I had to call CT this morning to get my printer up and running and I spoke to Josh who was fast and efficient and sorted my problem out there and then. Great service from them" Vicky @ Burnham-on-Sea 

 "Charlie from CT was really helpful when moving us across and set us all up perfectly. Since the migration on Friday last week, CT have managed to get everyone back up and running and able to print – service is spot on and they are very helpful." 

 "I have had contact with CT today and was impressed with the service. They kept me informed several times and I was back up and running within an hour." Jill @ Donation Centre 

Your new IT service provider should have an onboarding process of their own to ensure a smooth transition either from an internal service desk or from another IT outsource provider. But don’t wait until contracts have been signed before finding out what their new client onboarding process is like! Make sure you review it as part of the tendering and selection process, so you know you’ll receive a smooth and professional service launch. Get in touch today if you would like to hear more about how we can support you and your business' IT needs.