ADP Dental makes substantial savings while getting a more comprehensive service.
ADP is a rapidly growing NHS dental business with 132 practices across England and Wales, providing dentistry services to more than 1.5 million patients.
When the company started experiencing performance issues with its previous support provider, IT Manager Colin Kendrick started to look for a new partner who could also supply and install servers or provide cloud services.
Having already worked with IDE Group on a virtualisation project in a previous role and being impressed with how professional, competent and thorough the team was, he approached them and asked them to put together proposals for rationalising ADP’s 130 sites and a support contract.
Just before the new contracts had been signed, ADP’s legacy email system failed completely and the company was offline; this was a problem that Colin needed to fix as fast as possible. He contacted IDE Group and asked them to migrate the systems immediately. Within 24 hours ADP’s email system was up and running again with all user data migrated successfully.
“Our directors were over the moon. For IDE Group to implement the migration so fast without us having a contract in place was incredible customer service and made the awarding of the support contract a much easier decision.”
The new Microsoft BPOS system not only provided new email services but also gave ADP access to much-needed collaboration tools and an intranet for central document storage. This intranet has given all of ADP’s practices their own sub-sites, as well as access to a shared site for legal and compliance information.
Colin said that within months the intranet has gone from being a “nice to have” feature to becoming the company’s core tool for the management of all documentation.
After the success of the Microsoft BPOS implementation, IDE Group was awarded the support contract that Paul had proposed. The new service desk solution that IDE Group provided resulted in substantial cost savings compared with the contract that ADP had in place with their previous provider, while also including more comprehensive services. ADP now benefits from SLAs (service level agreements), break-fix, and on-site support, all of which immediately impacted on the time the in-house team spent troubleshooting.
“The response times are excellent – the SLA is eight hours for non-urgent calls and four for urgent but on almost every call we log, there is an engineer on site within four hours – no matter which of our 132 sites is affected.”
Paul Boyd also assists Colin when there is a need to present IT expenditure to the board for approval and Colin said that his help is invaluable: “Paul is honest, professional and always available – he provides a very good service.” Colin is moving on from ADP shortly and said he is already considering how he can use IDE Group in his new role as they provide a top-quality service from a dedicated, knowledgeable team.