How Synergy Technology uses Autotask to deliver premier league IT support
RICHMOND, ENGLAND - June 27, 2012
Autotask Corporation, the world’s leading provider of hosted IT
business management software, today announced how its software has been
used to support the continued success of Manchester City Football Club.
In addition to winning the Premier League, Manchester City Football
Club is an ambitious organisation with a state-of-the-art football
academy and a programme of high profile concerts from the likes of
Coldplay, U2 and Take That.
Synergy Technology, a leading IT outsourcing and business solutions
provider, has been working with Manchester City Football Club for over
ten years. However, the plans and investment of the club’s Abu
Dhabi-based ownership – have increased their demands on IT and
infrastructure into the premier league.Manchester City is a football
club looking to compete at the highest level, anoperation that employs
350 staff worldwide and welcomes nearly 50,000 fans every matchday.
Synergy Technology supports Manchester City Football Club’s IT from
back-office to front-of-house on a 24/7/365 basis. In addition to
call-centre support, the company has 5 staff on-site to support the
club’s Directors, players and operational support. Synergy Technology
partners with the club to ensure current needs are met and adequate
preparations are made to support future growth.
Sanjeev Katwa, Head of IT at Manchester City Football Club has
increased focus on monitoring performance against a service level
agreement covering data reporting and analysis. The focus on data
extends to capacity planning and prioritising investment. The club
demands data and insight to ensure they make targeted strategic business
decisions.
Tony Poole, Managing Director of Synergy Technology; “In order to
support Manchester City Football Club and Sanjeev Katwa’s ambitions to
monitor current performance and predicting future needs, we wanted a
solution that could evolve and flex to different scenarios. We knew our
needs and the needs of our customer were going to change significantly
over time.”
The role of a managed service provider (MSP) software platform in service delivery
To meet the needs of customers, a high-performance business like
Synergy Technology needs be able to collect and analyse a range of data
about its service delivery and its customers’ IT. In order to guarantee
service delivery and make informed decisions, this data needs to be
accurate, timely and visible.
Synergy Technology needed a system that would collect data giving a
holistic view of service provision and effectiveness. This visibility
would enable Synergy Technology to provide information to Manchester
City Football Club to enable the client to make well-informed business
decisions when focusing their investment to support future operations.
An effective MSP software platform was required to help improve the
user experience of the company’s service, streamline issue reporting and
management, maximise uptime, resolve issues quickly and report with
greater clarity.
During its procurement process, Synergy Technology reviewed 10 systems
before selecting Autotask. The key decision factor was Autotask’s
ability to develop and adapt to real-world situations.
“We were impressed with the vision behind Autotask, their approach and
understanding of our type of business – managed service provision,"
confirmed Tony Poole. “We were impressed with the ‘Autotask Ecosystem'
and felt that it was a platform that would allow us to grow business
success. As our customer requirements evolve, our use of Autotask can
evolve.”
Autotask’s customisable workflow means that it can be adapted to suit
each customer, reflecting their business, their processes, their
helpdesk set-up and their customers. “Autotask is a purpose-built
platform specifically designed for managed services providers,”
commented Mark Banfield, Managing Director International at Autotask.
“We’ve built a dynamic solution that grows with our customers and is
strongly positioned worldwide. With over twenty-five staff in Richmond
supporting accounts, implementation and support, our clients receive an
outstanding level of service from initial implementation to ongoing
training so that they can grow their business profitably.”
The model has certainly worked well for Synergy Technology and MCFC - both have provided excellent feedback on the service.
About Autotask Corporation
Autotask
Corporation provides the world's leading hosted IT business management
software to streamline and optimize business processes for technology
solution providers. The software integrates a broad range of critical
business systems, including customer relationship management (CRM),
service desk, tech scheduling, project management, billing and
reporting, and provides real-time service delivery intelligence to help
users understand the factors that drive their business and their
profitability.
Autotask is accessible from virtually any computing
or mobile device connected to the Internet and features a world-class
API that seamlessly integrates with the other systems and tools that
providers rely on to run their businesses.
For more information about Autotask Corporation and products, please visit http://www.autotask.com or call 518-720-3500 Ext. 1
