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
IT Support Aberdeen

IT Support Aberdeen

13/11/2018

IT Support Aberdeen, from Littlefish, the UK’s market leading Managed Service Desk provider since 2010. Providing global 24/7/365 availability, across multiple languages ...


Read More
Littlefish Shortlisted CRN Channel Awards 2018

Littlefish Shortlisted For 25th Channel Awards

05/09/2018

Littlefish has been named in the 2018 ‘Managed Services Provider of The Year’ shortlist at the 25th CRN Channel Awards. Littlefish ...


Read More
Service Desk Engineer Roles Nottingham

The People Driving The Future of Business

02/08/2018

In today’s rapidly shifting landscape, Service Desk roles are a solid IT career foundation. 9:32pm on a Friday evening in the ...


Read More
Nottingham IT jobs

Meet the giant slayers

27/07/2018

There’s good reason for jobseeker optimism in Nottingham’s flourishing tech industry. Despite Nottingham having the lowest employment rate in the UK ...


Read More
Customer Experience Awards Finalists Littlefish

Littlefish Named 2018 UK Customer Experience Awards Finalist

05/07/2018

Littlefish is proud to announce it has been named a finalist in the 2018 UK Customer Experience Awards ‘Customer Centric ...


Read More

The Littlefish Digital Transformation Survey: Healthy Habits: Common IT issues

29/06/2018

In this increasingly digital world, where big business is data driven, IT is supposed to inform strategy and help reach ...


Get in touch

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

Support: 0344 848 4441

Send us a message

  • At Littlefish we take your privacy seriously and want to be transparent about how we will use your data. We will process your personal information to provide you with services and information you request from us and to deal with your enquiry.

    By completing this form and providing us with your information, we believe you’re expressing an interest in our services: therefore we’d like to contact you in the future with other information, and about other services we offer, that we believe will be relevant and of interest to you and your organisation in a legitimate capacity.

    Read our full Data Protection & Privacy Statement here.


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