Case Study 3: Neetek handles all the IT headaches for a software scale-up so they can focus on their next phase of growth

INDUSTRY: Software
CLIENT DESCRIPTION: A VC backed software company in social networking
NEETEK SOLUTIONS DEPLOYED: IT Outsourcing

Overview

The IT department is the unsung hero in many businesses where many think of IT as the person that occasionally stops by to install new software. And while this is one of IT’s responsibilities, it’s just the tip of the iceberg. There are hundreds of little things that employees need to remain productive every single day. Fast and reliable network connectivity, a reliable PC or laptop and operating system, a working email account, password resets, access to printers, functioning monitors, network security and much more. The truth is, the IT department does much of their work behind the scenes, and is integral to a company’s success when deployed correctly.

The incredible advances in IT systems and software have created a double edged sword: productivity has increased as employees can now achieve more each day, yet that productivity grinds to a halt when there are IT issues. By default, IT efficiency drastically impacts the productivity of employees.

Whether you are a 5 person start-up, a 300 person scale-up or an established company, you will eventually be faced with one of these two questions:

  • Is it time to have an official IT department?
  • What do I really need my IT department to do?

These were the questions facing our client, a VC funded software company where the straw that broke the camel’s back was this:

The DevOps Lead Engineer spent over 2 hours helping an employee troubleshoot a frozen computer monitor!

Clearly, painful and expensive. While they knew it was time to bring on an official IT department, they needed help to identify what they really needed an IT department to do. And they had a 3rd question: in-source or outsource?

The case for IT outsourcing: value versus cost

While cost savings has traditionally been the main driver of decision making, the business case we presented to our client was that costs would actually be on-par with hiring an in-house team. Instead of focusing on cost, we shifted the conversation to value by highlighting the following:

Focus on business priorities

If they could pay a monthly fee so that all their IT problems could be taken care of and existing technology resources could be redeployed to the core business mission, wouldn’t that make business sense? Additionally, instead of managing IT employees (including onboarding, training, payroll, PTO, career management, etc.), outsourced IT would provide “one throat to choke” and a single point of accountability.

Industry expertise that scales

As our client was in scale up mode, it would be a challenge to assemble an IT department with a broad spectrum of experience, and to keep them fully utilized. Additionally, keeping up with technological advancements would require a full time employee. To remain on the cutting edge of technology, Neetek hires a diverse IT talent pool representing a variety of IT expertise. This gives Neetek clients access to the best minds in the industry, at the forefront of the ever evolving IT landscape, capable of tackling their employees’ issues in a timely manner.

Solution and Approach

While many firms consider IT outsourcing to be a commodity with a set of a la carte IT services, Neetek took a different approach to help our client envision what they really wanted from an outsourced IT department.

Phase 1: Discovery and Planning

An IT outsourcing solution is as unique as each business. We sat down with the client to review their strategy, processes, and portfolio to determine which proven and emerging technologies would work best to boost employee productivity and revenue, meet evolving customer requirements, and ensure the security of their data.

Phase 2: Audit and assessment of current IT environment

Next, we evaluated their current IT environment to make recommendations for scaling up their IT without breaking the bank.For example, they had some internal business processes, particularly in Accounting, where we identified ways we could help by setting up some electronic forms automation with Google. We also identified some hybrid cloud and orchestration tools to help them achieve better compute and storage economics.

Phase 3: Customized IT infrastructure recommendations

Once their IT needs had been identified and prioritized, we identified the systems and applications to support their business goals and developed a plan for implementation.

Phase 4: Implementation and ongoing IT support

Finally, we rolled out their customized IT solution with minimal disruption. We rolled out a Slack-based trouble-ticketing solution. Users can now submit tickets via Slack, and the system also automatically pulls related Slack comms into the ticket history, and posts updates back to Slack.

Results

Four years into our IT outsourcing relationship with the client, their business has grown 200% in headcount, while doubling revenue annually. We’d like to think that it has to something to do with the fact that Neetek offers rapid response times to all IT issues, delivering a 30% decrease in tickets related to malware or security and a 50% reduction in tickets from new users after onboarding. In summary, day-to-day employee productivity remains high and teams can focus on mission critical business activities.