Providing a support team for a growing truck dealership

MULTI LOCATION REGIONAL CASE STUDY

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Situation

East Coast International Trucks is an authorized International® dealership with locations in Moncton, NB; Dartmouth, NS; Millbrook, NS; and Charlottetown, PE. They employ over 150 people across all their locations.

 

East Coast International originally started with their own internal IT resource. As their business grew, one internal person wasn’t always able to meet their IT needs in a timely fashion. Southampton originally started working with East Coast International to provide auxiliary IT support to their internal IT resource.

 

Similarly, they also had an internal resource that administered their enterprise level software system. Over time, this person also required additional support to meet the demands of the growing business. We provided administrative support as well.

 

As each of these employees left, they turned to Southampton to help determine how to fill these resource gaps.

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Experience in...

  • CDK

  • Navistar

  • Karmak

  • Microsoft 365
    (Office, Mail, etc.)

  • Remote Backups 

  • Disaster Recovery 

  • Multi location issues

More Services >

MULTI-LOCATION-REGIONAL-SHC.png

Experience in...

  • CDK

  • Navistar

  • Karmak

  • Microsoft 365
    (Office, Mail, etc.)

  • Remote Backups 

  • Disaster Recovery 

  • Multi location issues

More Services >

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Solution

After evaluating all their needs, Southampton was able to replace one internal IT support person with a team of varied skilled professionals (from solutions engineers to network and technical specialists). Furthermore, with a larger team, we were able to address multiple issues at different locations simultaneously. One person was replaced by a team.

 

At the time, we moved three of their locations to new IT infrastructure for increased reliability as well as provided ongoing support for their server, desktop, wireless, and emails. Network firewalls are supported through their enterprise industry service.

 

Recently, we’ve supported two large office relocations to more modern office space. We fully supported the IT design, purchase and implementation of these new offices, providing vendor support and consultation for other third-party services they required.

 

We have trained our staff on their enterprise level software to provide ongoing support. Again, having a team approach to support means knowledge isn’t limited to one person’s availability. We also took over user management for their different software systems giving then the high-level of support they needed.

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Results

East Coast International now has a full team to lean on instead of one individual to support their significant IT needs. Same for their enterprise level software system.

 

Issue resolution time decreased significantly because of a team approach to addressing issues, offering simultaneous resolutions instead of one-offs. As multiple team members were trained on the IT infrastructure and software administration, that knowledge wasn’t closely held to one individual.

 

It also removed human resource issues for these positions such as no more worrying about vacation time, sick days, or worse, a key person leaving and having to hire and train a replacement. With Southampton, the knowledge is captured and transferred across the team as the team regardless of any turnover that occurs.

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“Scaling your IT with your business is a skill and an art that Southampton have mastered. We’re thankful for the support they provide to keep us running smoothly.”

David Balser, CPA

CFO | East Coast International