Enhancing Efficiency and Streamlining Operations

Waterware’s previous IT provider proved to be difficult to work with on a day-to-day basis, leading to numerous challenges and frustrations. The provider was characterised by a reactive approach, where issues would arise, but resolutions were not delivered promptly or efficiently. Waterware found themselves constantly logging support calls and experiencing a lack of proactive support. Over the years, the accumulation of these issues strained the relationship and hindered the company’s ability to operate smoothly.

The turning point came when Waterware encountered a specific incident around the middle of the previous year. There were discussions about a potential server upgrade or necessary adjustments due to Microsoft changes. However, the company realised that before investing further in their existing IT infrastructure, they needed to explore alternative options. As their contract with the incumbent provider was up for renewal, Waterware took the opportunity to evaluate their IT requirements and seek out more reliable and proactive support.

Driven by the need for a better level of service and the desire to address upcoming changes, a key stakeholder at Waterware reached out to multiple IT providers to assess their capabilities and solutions. Eventually, the project gained momentum, and Waterware’s leadership became actively involved in exploring alternative options and finding a partner who could deliver the desired proactive approach and support.