Littlefish

About the author

Littlefish: Littlefish is an award winning and rapidly growing Managed IT Services Provider.



Share via:

Farrow & Ball IT goes from good to great

20/07/2016


Farrow and Ball are devoted to producing unparalleled paints and wallpapers that transform homes around the world. They are an iconic UK company and a rapidly growing global brand that differentiates itself by creating unmatched paint colours using only the finest ingredients and age-old methods which have withstood the test of time. Farrow and Ball are based out of their corporate and manufacturing headquarters in Wimborne, Dorset and have a fast growing estate of showrooms across the world.

Why Littlefish?

Littlefish were amongst a long list of potential IT suppliers ranging from medium-sized, global Managed Service Providers, to smaller, niche support providers. Falling into the latter category Littlefish understood Farrow and Ball’s need, as a first time outsourcer, to be flexible in service design and engaged with the senior Farrow and Ball IT team to tailor a managed IT support offering.

The Solution

Littlefish designed a support brief for Farrow and Ball that would:

  • Enhance and extend service coverage
  • ‘Own’ all Support Requests as a single-point-of-contact
  • Reduce ongoing Incident volumes through Problem Management and Root Cause Analysis
  • Promote more appropriate IT governance structures
  • Adopt a continual service improvement methodology and mentality

Farrow and Ball internal IT team now squarely focus on improving line-of-business processes and projects, IT strategy, and delivering core business goals, safe in the knowledge that the IT users and underlying infrastructure are taken care of by Littlefish.

 

“Littlefish have proved to be a great IT partner. they are responsive, flexible, honest and genuinely focused on improving our IT service. We have also been impressed with their comprehensive, tailored KPI reporting pack.”

– Farrow & BallHead of IT, Paul Dryden

 

Transition

As with all Littlefish transitions the goal is to create an excellent first impression and hit the ground running. This is especially important for a first time outsourcer like Farrow and Ball. Through a blend of on-site knowledge gathering and remote service configuration the transition was successful and Littlefish were able to attain and exceed SLAs from month one.

Professional Services

The Littlefish IT strategy workshops provide Farrow and Ball with valuable input into their overarching IT strategy. These quarterly sessions provide a key insight into product developments and other topics pertinent to their road map. Thanks to the positive working relationship developed with Farrow and Ball, Littlefish have been well placed to support Farrow and Ball with the delivery of some key projects including:

  • Worldwide Thin Client Replacement Project
  • vSphere Server Hardware Refresh
  • Citrix XenApp 8.5 Upgrade
  • PCI/DSS QSA Recommendation Remediation

Customer Service Improvement & Satisfaction

Despite over-performing against SLAin the first contract year, Littlefish has not rested on its laurels. In the two key areas of Telephone Call Answering and First Call Resolution (FCR)Littlefish has further raised the bar in year two, improving Telephone Call Answering by 5% and FCR by 15%in comparison with year one.

Through the various customer feedback mechanisms Littlefish have been able to demonstrate that whilst the service meets and exceeds the usual KPI objectives it has also delivered very strongly on customer satisfaction.

Farrow and Ball staff have rated 91%of their remote support experiences as Good or Excellent. In addition to this Farrow and Ball staff have also indicated through independent customer satisfaction surveys that on average they are very satisfied with the Littlefish service.

Client Outcomes

Farrow and Ball’s IT Managed Service Agreement has delivered the following improvements and enhancementsto its IT function:

  • Improved service levels for end-user support
  • 24/7 Service Desk (critical for the Farrow and Ball worldwide showrooms)
  • Enhanced infrastructure monitoring capabilities
  • A trusted IT partner

If you’re thinking about becoming a first-time outsourcer or want a more tailored approach to your IT services partnership contact us to discuss your current challenges.

 



Read More
Managed Service Providers SDi Awards 2018

Finalists in the Service Desk Institute Awards 2018

17/01/2018

Following on from our shortlist for the IT Service & Support Awards 2018, Littlefish is proud to announce that we ...


Read More
Meltdown Spectre Vulnerabilities Security Update

Meltdown & Spectre Vulnerabilities – Security Update & Anti-Virus Compatibility

08/01/2018

Now that the media hysteria appears to have calmed down, we’ve all been able to focus on the core facts ...


Read More
location independent working Food standards agency

Food Standards Agency Selects Littlefish for Managed IT Services & IT Support

05/01/2018

Littlefish to deliver a more flexible, innovative IT environment and provide location independent working to all FSA staff The Food Standards ...


Read More
Meltdown Spectre Vulnerabilities

Meltdown & Spectre Security Vulnerabilities

04/01/2018

You will have no doubt read this morning that two separate security flaws have been discovered by security analysts which ...


Read More
SDI Service Desk Institute Awards 2018 Shortlist

Littlefish Shortlisted For The Service Desk Institute (SDI) 2018 Awards

22/12/2017

Littlefish is delighted to have been shortlisted in The Service Desk Institute (SDI) 2018 Awards, in the ‘Best Medium to ...


Read More
IT Service Desk - Evolution Of The Service Desk

The Evolution of The Service Desk

04/12/2017

Humble Origins The early Service Desk (more commonly referred to historically as the Computer Helpdesk, or just Helpdesk) was a simple ...


Get in touch

Whatever your query or requirements, we’d love to hear from you.

Send us a message

  • This field is for validation purposes and should be left unchanged.


Contact Infomation

Sales: 0344 848 4440

Support: 0344 848 4441

info@littlefish.co.uk

Prefer instant messaging? Chat with us now by clicking this icon on your desktop:

Follow us for latest insights: