Business IT systems were down for 6 days. They had officially hit full-crisis mode.
The company’s CEO and executive team were growing increasingly frustrated with their IT team’s lack of leadership and innovative technology solutions to improve business productivity and growth. The executive team wasn’t getting accurate and timely reports that they could trust -- reports they needed to make smart business decisions. And when the executive team asked IT for something, the answer was usually a dispirited “no.”
You see, the IT department was consumed with fighting fires just to keep the system running. And despite working long hours, the team lacked efficiency. Users hated the system because it was cumbersome, and the company was simply stuck -- crippled by both its IT system and its internal/external IT people.
The CEO had learned of Lazorpoint, its PointMan™ system and its unique approach to information systems management a few years earlier. Only now did it become clear that managed IT services were surely a better, more strategic option than break-fix IT support. So, the CEO replaced his IT director with the Lazorpoint team; this prompted the IT director’s two direct reports to resign almost immediately. Initially, the CEO was concerned that the departure of all the company’s internal knowledge on information systems would hinder the company’s ability to serve its customers. But Lazorpoint assured the CEO that his company, like so many others in the past, would get through this and be better for it.
A Lazorpoint team was assigned. The PointMan™ immersed himself in the client’s business and systems, participating in weekly executive team meetings, as well as quarterly and annual strategic planning sessions.
Lazorpoint customized and implemented the processes, tools and practices of its strategic “Peace of Mind” framework: All user-support requests were routed to Lazorpoint’s support team for timely resolution, monitoring tools were deployed on all critical systems and key analytics were reported back to Lazorpoint.
The IT experts also thoroughly assessed the company’s IT/IS environment, identifying issues that were preventing optimum productivity and customer service. Along the way, they discovered that many of the systems’ issues stemmed from inconsistent business processes, lack of training among key users and multiple poorly conceived customizations made to the ERP system.
The PointMan™ created a long-term technology management vision for the company, developing an IS blueprint to guide the company over the next few years and assuming the role of “virtual” CIO.
Then added CRM for all customer-facing activities, a warehouse management system to automate many of the processes in the distribution centers and an integrated e-commerce system.
Confidence in IT/IS has been restored to both the company’s CEO and executive team. Users within the company are now more engaged, have 24/7 access to the data they need (whenever they when they need it) and enjoy the peace of mind that their information systems are equipped with the best, most innovative technology solutions for optimum service and company growth.