The Bristol-based managed services provider will support and manage the Top 100 law firm’s IT portfolio with a 24/7 dedicated service delivery desk, located in the heart of Bristol next to Clarke Willmott’s headquarters.
Clarke Willmott selected ITEC after a thorough tender process because of their customer-first approach, service mentality and demonstrated track record in technology & service solutions.
Breakdown of the Managed IT Service for Clarke Willmott
ITEC’s dedication to improving Clarke Willmott’s enterprise infrastructure and the end-user experience matched Clarke Willmott’s desired outcomes. This includes running root-cause analysis to develop plans that will reduce recurring issues and the number of raised tickets month by month, as well as a detailed plan to help with ongoing transformation.
Managed IT Service at a Glance
Detailed plan for ongoing transformation
Cloud-based Monitoring Platform
Service Delivery Manager
Assigned Chief Technical Architect and Technical Account Manager
As part of the ITEC solution, a cloud-based monitoring platform was deployed rapidly to provide visibility into Clarke Willmott’s IT estate. It has provided both ITEC and the Clarke Willmott IT team with detailed metrics to anticipate demand as well as provide enhanced forecasting to avoid performance bottlenecks as well as anticipate the need for expansion
The Managed IT Service also includes a Service Delivery Manager who will work onsite at Clarke Willmott. They will co-ordinate with the IT Hub and be an extension to the firm’s internal IT team. They will be responsible for improvements to end-user involvement and interactions.
An assigned Chief Technical Architect and Technical Account Manager will identify opportunities for innovation and maintain best practice regarding Clarke Willmott’s future technology developments and deployments.
ITEC’s new IT Hub in the centre of Bristol reflects the company’s dedication to its customers when providing bespoke IT services. The central location will enable ITEC team members to visit customer sites quickly if issues arise.
Quotes from the Main Parties
Joe Shackell, Account Director – Corporate at ITEC, said: “Having worked with Clarke Willmott on their Managed Print Service, which ITEC has provided for more than 16 years, I was thrilled they selected ITEC as their Managed IT Service Partner. This further demonstrates ITEC’s capability and the commitment to the legal sector.
“I’m confident ITEC’s excellent service levels that Clarke Wilmott have enjoyed with our Print service will extend to the IT Service. I’m excited to further develop the ITEC-Clarke Wilmott partnership.”
Jon Whiteman, Head of IT at Clarke Willmott, said “We chose ITEC because their capabilities and values aligned closely with our requirements. They would bring solutions to problems and their customer-first approach was evident. They clearly understood what we expected of them, and their dedication to driving service excellence was evident from the outset. Their desire to become a long-term partner to help deliver transformation was also refreshing. So far, ITEC has exceeded expectations and has provided the proactive, dedicated support we were promised.”
Andy Taylor, IT Service Transition Manager at Clarke Willmott, said: “There has been an incredibly smooth transition from our previous provider to ITEC. We set ITEC the goal that our end users would not notice changes were taking place. ITEC absolutely nailed it, and it’s clear our users not only saw no change or interruption to service but have already started to see improvements.
"The Clarke Willmott IT team has worked extremely hard over the recent years to build an IT service to be proud of, and the complementary support and fit of the ITEC team makes this a formidable combination going forward.”
Nick Orme, Managing Director at ITEC, said: “ITEC and Xerox see Bristol City Centre as a strategic growth area and believe that investing in our new office presence will greatly benefit not only Clarke Willmott but also all our other Bristol-based clients.
"I am delighted Clarke Willmott recognised ITEC’s growth and ambitions in the IT sector by choosing us to provide their Managed IT Support Service. It fills me with pride to see the dedication members of ITEC has put into supporting Clarke Willmott and backs up our customer-first approach. We will advise, support and deliver whatever technology Clarke Willmott needs to make sure they meet their goals.”
About Clarke Willmott
Clarke Willmott LLP is a national law firm with seven offices across the country in Birmingham, Bristol, Cardiff, London, Manchester, Southampton and Taunton.