Onboarding

Finding a More Proactive IT Partner: How Wilson Harle Switched IT Providers During the Pandemic

When COVID-19 started, Wilson Harle was forced to reevaluate their IT provider. They realised that they were receiving reactive support, rather than a proactive one. They decided to switch to a managed services provider that offers proactive support and one who understands their needs.

Company spotlight

Wilson Harle is a specialist litigation firm in New Zealand that offers unparalleled services to its clients. They have the depth of resources found in larger commercial law firms but with independence only available at smaller practices like theirs.

The firm’s services cover all aspects of commercial disputes, from initial advice and strategy through to final resolution by negotiation, mediation, arbitration or trial.

With a growing practice, Wilson Harle requires its IT to function seamlessly. That means proactive support from its IT partner to help them achieve its business goals.

iT360 recently interviewed Ruth Moxley, Office Manager at Wilson Harle and the primary person in charge of the transition to share her recent onboarding experience.

Wilson Harle logo
industry
Law
Year founded
2002
Services provided
Litigation services; legal advice

As with most New Zealand law firms, Wilson Harle was already working with an external IT provider. However, they weren’t providing Wilson Harle the level of support they needed.

According to Ruth, “We just felt that we were getting reactive support rather than proactive support.”

This is true for a lot of service providers. It’s also one of the things that clients often say when we ask them about the main reason why they start searching for a new provider.

Ruth goes on to say that “this is one of the driving forces for us to change providers…we wanted people to be proactive rather than reactive to the issues.”

The Search for Better

The decision to search for a new IT support company wasn’t one that the team at Wilson Harle took lightly. They wanted to find an IT partner that could provide them with proactivity, responsiveness, and value for money.

As they evaluated different companies, Ruth shared that “one of the turning points for me throughout the process is that being a small firm ourselves, we like to work with other firms that are smaller, rather than large corporations where we’ll just be another client in a long list of clients…”

The thought of working with a large corporation where they would be just another number was a turn-off for the team. They wanted to find a local IT company that would treat them as a priority, not an after-thought.

This, together with our flexibility and thoroughness, were the biggest factors why Wilson Harle picked iT360 to be their new IT partner.

Standing Out from the Rest

Looking back, Ruth shared several stories about the experience that made her think we were the right choice for them. But there’s one story that stood out the most—how we were able to complete the onboarding process during the lockdown at the beginning of COVID-19. 

“We went into lockdown the week of onboarding…Chris [Jordan] came on-site…he’d been on site maybe a day and a half asking lots of questions, taking lots of photos…I was quite impressed. It’s very comprehensive…He just got into the room and did what he needed to do…then the lockdown happened.” 

Two years into the pandemic, most businesses have adapted to remote work. But back then, there was a lot of uncertainty and businesses were just figuring out how to make it work. 

For a lot of IT companies, the lockdown would have caused delays in the onboarding process. But not for us. We were able to quickly adapt and finish the onboarding process remotely. 

Ruth shares that “I know Chris had to work probably a lot harder than he would normally because doing things remotely is very, very tough…it’s not that instant, you know. He can’t just walk in the office, sit down and do what he needs to do…it was video calls, it’s timing…it does make it a lot harder; however, it worked exceptionally well.”

Final Thoughts

The team at Wilson Harle is happy with the decision to switch to iT360. While there are still some projects we currently finishing up, Ruth says:

Considering the circumstances, it was pretty impressive how [the onboarding] happened…what I liked the most about the onboarding process was the communication…[Chris and I] talked many times a day…we chat a lot of times…he got online, found the right people to talk to…he made it work.

We’re proud of the work we did for Wilson Harle and we’re grateful for the feedback that Ruth has given us. 

If you’re looking for an IT partner that will treat you as a priority and not an afterthought, contact us today. We’d love to chat with you about how we can help your business achieve its goals.

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