Our client is one of the world’s leading investment management firms, and a valued ExcelRedstone client for over 15 years. Founded in New York in 1869, the company’s offices occupy major financial centres around the globe. In an age where international markets are always awake somewhere, the firm needed a support contract help them stay ahead.
Their previous Monday to Friday, 7am-7pm arrangement couldn’t keep up with the industry’s legendary pace. The client approached ExcelRedstone to create a new 24×7 support contract that would make business-critical services work as hard as they do. The proposal extended far beyond transitioning to longer hours. We were tasked to refresh and expand the reach of a range of services: from infrastructure management and break/fix support, to telephony, network hardware and ICT project management.
We helped our client operate around the clock.
To keep budget holders happy, as well as technical staff, we responded with a transactional 24×7 support contract and a full transition strategy.
Using a credit system tailored to their requirements, our transactional model gives the client full 24×7 support. It’s an efficient way of ensuring that they get the support they need, without paying for services they aren’t using.
Our transition strategy was able to minimise business disruption. We retaining key staff in line with TUPE and added additional expertise to ensure a high delivery standard 24×7.
The project’s success is shown in the subsequent growth of our relationship with our client. We have successfully added 2 additional data centres to the 24×7 model, migrated a datacentre in Switzerland, and delivered our largest ever weekend migration. As a result of the latter, over 450 traders were able to seamlessly use new systems without missing a minute.