Managed IT Services Case Study
Customer Snapshot
Founded in 1911, SGA Youth & Family Services “SGA” enables Chicago children, families and communities who face great challenges with few resources to see their potential and discover new paths to success. SGA provides a wide range of social services in some of Chicago’s most challenged and consistently underserved communities, and creates long-term and community-wide change. These services are currently supporting 86 schools in over 44 Chicago neighborhoods, having an impact in the lives of more than 15,000 youth.
Challenge
SGA has received multiple grants which require the rapid placement of staff and equipment. With no IT personnel on staff, SGA was encountering issues with their existing IT service provider meeting their needs. Regular day-to-day support was also suffering due to poor response times from the existing provider.
Solution
Peters & Associates was brought in to help evaluate the situation and provide a recommendation on the current state of the environment, along with an assessment of SGA’s true support needs.
Peters & Associates recommended some immediate updates to the SGA environment to resolve lingering issues which were causing repeated support issues. SGA was able to leverage our Managed IT Services solution which provided onsite technicians multiple days per week and remote support as needed. SGA’s staff has stated that there has been significant improvement in the day-to-day support that they have received.
Results
By using Peters & Associates Managed IT Services instead of in-house IT, SGA is able to utilize a broader skillset across multiple people while also cutting operational expenses. Our skilled technicians visit multiple SGA locations throughout the week providing on-hand technical support. In addition to on-site technicians, they also have engineering-level support from a wide array of technical disciplines, allowing Peters & Associates to support SGA with whatever needs may arise. With our Managed IT Services, SGA has been able to save over $12,000 per year compared to a time and materials billing structure.
SGA also has more visibility to inventory tracking of their hardware to forecast procurement needs. They gained instant access to incident tracking and support ticket analysis which allowed Peters & Associates to provide useful reporting to SGA’s management. This information is also utilized for strategic planning purposes and providing SGA with clear budgetary information so they can make thorough infrastructure decisions for short term or long term needs.
“We see Peters more as an extension of our organization vs. just a service provider.”
Quote from Lynn Lu, Director of Finance