Working with R3 feels like you actually have someone behind you who supports you with everything you need.
Summary
Telligent Masonry, a family-owned construction company with over 60 years of history,
faced significant IT challenges due to its rapid growth and evolving needs. Dissatisfied with its previous MSP’s slow response and ineffective solutions, they sought a reliable partner to streamline their IT operations. Referred by a happy R3 customer, the Telligent Masonry team engaged with R3’s MSP and MSSP services, seeking enhanced IT support, helpdesk assistance, strategic consulting, and robust cybersecurity measures.
The goal was clear; to provide the Telligent Masonry team a streamlined helpdesk support infrastructure with first-touch resolutions through our Tier 1 helpdesk engineers and to respond to tickets promptly so as not to interrupt operations both in the office and in the field.
Faster Ticket Response Time
Reduced IT Waste
Increased Security Protocols
Challenges Faced
Telligent Masonry struggled with inefficient IT management, exacerbated by a prior
MSP’s unresponsiveness and ineffective patchwork solutions. The lack of expertise and poor helpdesk support hindered business operations.
One specific challenge Telligent Masonry faced was discrepancies in the account
onboarding process, resulting in operational challenges. Their previous MSP’s
patchwork solutions led to user confusion and system inefficiencies, impacting
productivity. Furthermore, the absence of departmental access controls posed security risks and operational hurdles, highlighting the need for tailored solutions.
On a strategic level, R3 has collaborated closely with leadership at Telligent Masonry to identify and implement cost-saving initiatives. By conducting a thorough audit of their IT spend and leveraging our expertise, we identified low-hanging fruit and eliminated unnecessary expenses from their budget. Our proactive approach to cost management, coupled with ongoing communication and collaboration, has empowered Telligent Masonry to optimize their IT investments and maximize the value derived from their technology stack.
The communication from R3 is almost too good. Our support team has responded to me even when they are on vacation.
Solutions Provided
R3 addressed Telligent Masonry’s challenges comprehensively, beginning with
restructuring their account onboarding process to ensure consistency and efficiency. By training their team and customizing our SOPs, we resolved discrepancies in username conventions, ensuring seamless integration with their existing systems. Our solution directly addressed the issue providing a uniquely tailored approach to their specific needs and has allowed for a streamlined onboarding process.
R3 also implemented robust access controls tailored to their departmental and job
function requirements, bolstering security measures. Our helpdesk support underwent a transformation, with skilled engineers providing prompt resolutions, ensuring minimal downtime and optimal user experience. These solutions directly addressed Telligent Masonry’s concerns about inexperienced helpdesk support and the need for knowledgeable engineers for first-call resolution.
Our IT support extended beyond traditional office settings to Telligent Masonry’s field operations, ensuring uninterrupted construction projects. We provided fast responses and accessible support, focusing on minimizing downtime and keeping their projects moving without delays. Our team’s dedication to addressing field-specific challenges and providing on-the-ground assistance resonated well with Telligent Masonry’s needs, fostering seamless collaboration and operational efficiency across all facets of their business.
Benefits to the Business and The Team
The partnership with R3 significantly benefited Telligent Masonry’s business and
team. By outsourcing IT management, IT leadership at Telligent, could refocus on core business activities, enhancing productivity and strategic decision-making. The smooth onboarding process, coupled with effective communication and support, resonated well with Telligent’s family business culture.
Additionally, through our dedicated team and tailored solutions, Telligent Masonry
experienced enhanced efficiency, improved security, and seamless IT operations,
empowering them to thrive in their competitive landscape while optimizing costs
effectively. Our focus on providing accessible and responsive IT support in the field
ensured uninterrupted construction projects, reinforcing Telligent Masonry’s reputation for reliability and excellence.
R3’s proactive approach, coupled with consistent progress and cost-saving initiatives, has instilled confidence in both Telligent Masonry’s leadership and operations teams that their technology can now keep up with their fast-paced business.
R3 has helped me become more efficient with our budget. We have eliminated a ton of waste and have right-sized out IT department without sacrificing security and operational efficiencies.
