Littlefish

About the author

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



Share via:

Money Advice Service Saving money while improving IT service

20/07/2016


Money Advice Service saves £900,000 by slashing the cost of their Managed IT Service while improving User Outcomes.

Money Advice Service (MAS) is an independent service offering free, unbiased advice on financial issues. The service is delivered by phone, the internet and face-to-face through a nationwide network of centres. With 22 million customer contacts in 2015, the organisation relied on their IT infrastructure more than ever before. Littlefish are proud to supports MAS during this time of ever increasing demand for financial advice and deliver world class IT support.

Previously MAS outsourced IT from one of the largest Managed Service Provider often chosen by public sector organisations. Due to their position on the market the previous provider was costing the company £1mln for year. MAS decided to break the status quo and look for more agile and competitively priced Managed Service Provider through G-Cloud framework.

Having met all necessary requirements – Littlefish was awarded the contract.

Solution

MAS trusts Littlefish with IT support of 175 users as well as management of 44 Servers and 10 network devices. Littlefish works closely with MAS’s internal IT department while acting as a single point of contact on average resolving 85.92% of enquiries during the first point of contact.

Engagement

Littlefish engineers visited MAS’s site to introduce themselves and set up all communication tools. All users were able to contact their dedicated team of Technical Engineers through Live Chat, telephone and email – 24 hours, 7 days a week.

Client outcomes

Partnership with Littlefish saved MAS £900,000 per year but it was the reliability of the service the organisation was provided to their customers that really made the difference.

In 2016, Littlefish were able to answer 99.7% of phone calls from MAS users within 20 seconds, far surpassing 85% of industry standard each year as the rate improved. User’s issues were also resolved during first point of contact over 85% of the time. This allowed MAS to provide an uninterrupted service to customer seeking financial advice and handle ever growing demand for their service.

Moreover, 95.8% of interactions between companies are rated by MAS users as “good” or “excellent”.

Positive customer experience contributed to ever stronger relationship between MAS and Littlefish which developed into a synergetic partnership.



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: