Metflex Case Study
16 February 2005
Metflex and Willow Starcom came to work together through the intermediary; Computer Users Information Services. Metflex’s IT requirement was for a whole new network to be designed, installed and maintained, which included elements such as web access, file and print sharing and support of PCs.
This is the first time Metflex have ever had to deal with an IT company, so they obviously had reservations. Their main concerns were of hard selling tactics and unreliable IT support providers.
The Process
The selection process was lengthy, and Willow attended a number of meetings and presentations before Metflex selected them. The initial meeting took place just before Christmas 2003 with a Willow Starcom consultant; this meeting highlighted exactly what they required. The process continued between Metflex and Willow Starcom as they discussed different solutions to solve the problem; this was all part of the selection process.
Willow then went on to be selected down to the last two companies. Willow finally won the selection process due to our great wealth of experience in the industry, and that the portfolio we offered did not just include IBM. Representatives from Metflex also came to a ‘meet and greet’ style induction at Willow’s Headquarters to actually see how the office is run and meet the
service delivery team, which proved invaluable to their final choice decision.
David Hudson, Director of Purchasing & Facilities said, “I wanted a local firm, who were a one stop shop that could meet my requirements now and in the future. Protection of our network and virus attacks was a major concern, but Willow gave us reassurance that we had a robust infrastructure to protect our data.” Hudson continues, “Willow managed a pain free separation from our previous company, we lost no visibility with the website or emails. The solution they provided was far more faster and controllable than we could ever have expected.”
After the final meeting, the order was placed within a week and so Willow’s patience and perseverance paid off.
Metflex’s biggest fear regarding outsourcing their IT was that they were fearful as to whether there would be a return on investment with a new system, and whether the spend could be justified. Willow’s consultants highlighted the risks that they left themselves open to if they didn’t get up to speed with technology, at a level that was suitable for them.
Willow In House Support
A key factor Metflex were concerned with was that they only had one in-house IT Manager, who has a basic knowledge, so Willow Starcom offered to support the company with a package, tailored to suit their needs. Due to Metflex’s limited in-house support, they opted into a maintenance contract, which allows them to have a dial in service. They have so far found this service to have been of significant value, yet have only had to use it for teething problems with their new system so far.
Relationship Building
Willow now has a very strong bond with the staff at Metflex. It is a relationship, which is based on trust and results. Metflex are already continuing to buy off Willow Starcom, and have recommended the company to other businesses.
