Palmers Pallets IT Case Study

Posted on 16th March 2021 at 09:57

IT Maintenance Contract

Palmer Pallets are a family run business based in Daventry who manufacture and repair pallets, they can also manufacture bespoke new pallets.

Palmer Pallets contacted us in 2016 as they were looking for an IT partner, as they were aware that their IT infrastructure was becoming outdated.

Initially we supported them with their IT requirements on an Ad Hoc basis, but within a year they signed up to one of our IT maintenance contracts as they could see the benefits. By paying a regular monthly cost, they no longer had to pay any IT Support labour costs when they experience an IT issue, which also helps with cash flow.

We asked them, how their IT maintenance package had helped their business.

It is so reassuring that we can pick the phone up and receive a call back within a couple of hours with one of their IT technicians to help resolve the issue. It is also nice that it is the same people that we speak to, which means that we build up a rapport, as opposed to a stranger at the end of the phone. What we like as well is that the same technician deals with an issue from the start to resolution, which means we don’t have to keep explaining the problem with multiple people.

Keba also set up and manage our Office 365, our antivirus and our back-ups, they always let us know when anything is coming up for renewal and offer cost effective solutions.

We have had a few major issues during the time that Keba have been supporting us, but they have been brilliant in resolving them.

One instance we couldn’t access the data or emails on one of our computers, which for our business is critical as most of the orders we receive are via email. Within the same day, they took the PC away, fitted a new hard drive and uploaded all of our data and programs back on, you wouldn’t have known that a new hard drive had been fitted.

Another time, we had a problem when a system update didn’t worked correctly and the computer was really slow, within half an hour it was all sorted and running fine again.

We also appreciate the proactive service we receive, one day we received a call to advise that our back-up hadn’t been able to upload to the server, so they asked if they could remotely log in and correct it, we weren’t even aware there was an issue.