From 6 IT vendors to one: infrastructure overhaul for a UK professional services firm
The Challenge
A 45-person UK professional services firm had accumulated six separate IT vendors over several years — helpdesk, networking, email, backups, printing, and telephony all managed independently. When something broke across vendor boundaries, resolution stalled as each provider deflected responsibility. Average ticket response time sat at six hours. Monthly IT spend was fragmented, unpredictable, and consistently over budget. The firm needed a single accountable partner.
Our Approach
BPro IT conducted a full environment audit across all six vendor areas, mapping dependencies, tooling, and contracts. Over a four-week structured transition, we absorbed all vendor relationships, standardised tooling across endpoint management, remote monitoring, helpdesk, security, and backup, and migrated everything into a single managed service agreement. Each transition phase had a rollback plan. Staff were briefed before any changes went live. The firm had one contract, one point of contact, and one monthly invoice from day one of the new arrangement.
The Outcome
Ticket response dropped to under two hours under SLA. Monthly IT spend fell 31% through consolidation and elimination of overlapping services. The firm now has full environment documentation — network diagrams, configuration records, and credential vault — accessible by their operations team at any time. Zero disruption during the transition period.
- 31% reduction in monthly IT spend
- Response time cut from 6 hours to under 2 hours
- Six vendor relationships reduced to one contract
- Full environment documentation handed to client
- Zero unplanned disruption during transition