The Aircraft Restoration Company (ARC) are leading specialists in aeronautical engineering and are based at Duxford Airfield, Cambridgeshire (UK). ARCo provide a range of aviation services, including restorations for museums, collections and private owners. Kim Flack is the Financial Controller and also has responsibility for many of the business’ functions, including Information Technology, a business-critical operational aspect for ARCo.
What were the IT issues?
The recommended VoIP telephone system installed was problematic from the outset. Phones weren’t set up properly, not programmed correctly and there were issues with dropped calls. There were delays getting hold of the third party phone provider because messages were not being passed onto them. Training to use the phone system was inadequate with a representative quoted as saying, “I’m not sure it’s the system at fault – It’s the users’!”
There was a general lack of transparency and poor communication with regards to IT support, along with numerous delays. When emails were answered, there was a lot of hesitation with many further technical questions sent in reply to ARCo. When all employee computer systems were updated with MS Office 10, the staff at ARCo were not trained in how to use it, eventually with YouTube recommended as a ‘go-to’ source for self-help!
What impact did this have?
The ongoing IT issues caused a great disruption to the operational running of ARCo. When called upon to help, the IT support available to them was not efficient or helpful. Finally, and with great disappointment and frustration, ARCo decided it was time for a change.
How did CAMBITION help?
As the IT issues at ARCo were becoming unmanageable, the Managing Director’s PA received a brochure from CAMBITION IT Services. This was passed onto Kim Flack and she arranged a meeting with Jamie Stuart, the Managing Director at CAMBITION.
At the initial meeting, Jamie reassured Kim of CAMBITION’s knowledge, expertise and customer service. She immediately felt comfortable and at ease. Kim highlighted all of the IT issues and Jamie suggested practical solutions for these very quickly. Kim was confident CAMBITION could solve ARC’s IT problems and become the new IT services provider.
What has changed?
Six weeks on, Kim and ARCo staff are happy with CAMBITION’s service and appreciate how proactive CAMBITION is in dealing with queries and issues. Most enquiries go through Kim, but CAMBITION has addressed and solved IT problems directly with staff too. Previous MS Office 10 issues were completed swiftly and the move to Office 365 to aid communications has been welcomed by everyone including the Managing Director. A new, more reliable VoIP telephone system is planned with full training and its own dedicated broadband line, so there will be no more dropped calls.
Services provided to ARCo by CAMBITION
CAMBITION’s knowledge and customer service are noticeably different. ARCo employees have commented on how refreshing it is to work with an IT company that knows exactly what to do in a given situation. Kim has said queries have been answered on the telephone and on email in a logical and step-by-step manner. ARCo are considering moving to the cloud for all their data storage, as it will be more secure and cheaper than their current solution. When describing CAMBITION, ARCo staff use words like: “excellent”, “proactive”, “friendly”, “transparent” and “competitive” (regarding their pricing structures).