IT Support Case Study: Rex Gooding, West Bridgford Estate Agent
Rex Gooding is a 20-user estate agency in West Bridgford, Nottingham. It moved its IT support to Cloudworks from another provider that worked on an ad-hoc contract with no guaranteed response times. Onboarding took one week: we spent a day fixing every open issue and documenting the agency’s systems, then moved straight into support. Eight years on, the team knows it can call us about any IT issue, and our knowledge base of their setup means problems are resolved faster.
At a glance
- Client
- Rex Gooding, estate agents
- Location
- West Bridgford, Nottingham
- Size
- 20 users
- Service
- IT support under a formal contract with guaranteed SLAs
- Previous setup
- Another provider on an ad-hoc contract, with no guaranteed SLAs
- Onboarding
- 1 week, starting with a day fixing every open issue and documenting their systems
- Results
- Support available whenever they need it, faster resolution from a documented knowledge base, and a client for 8 years
Overview
The client
Rex Gooding is an estate agency in West Bridgford, Nottingham, with 20 users. Like most estate agents, its team relies on its systems all day, so when something stops working, it affects clients straight away.
The challenge
The agency’s IT was supported by another provider on an ad-hoc contract, with no guaranteed SLAs, so there was no commitment on how quickly problems would be picked up. As Chloe Gooding puts it, they didn’t think there was an issue with their previous support company, but after moving it soon became clear that the provider was not always acting in the agency’s best interest.
Why Cloudworks
Rex Gooding met Cloudworks at a local networking event. The agency liked the idea of a more formal contract with guaranteed service levels, and of working with a local business.
Objectives
- Replace an ad-hoc arrangement with a formal support contract and guaranteed response times.
- Work with a local provider the agency could get to know.
- Clear the backlog of existing IT issues.
- Get support from someone acting in the agency’s best interest, with clear explanations and cost-effective options.
How we onboarded Rex Gooding in one week
Day 1: Fix and document
We spent a day resolving every open IT issue the agency had and documenting its systems.
Rest of week 1: Into support
With the backlog cleared and everything documented, Rex Gooding moved onto our service desk under a formal contract with guaranteed SLAs. The whole onboarding took one week.
Ongoing: Support backed by a knowledge base
Everything we learn about the agency’s setup goes into our knowledge base, so whichever engineer picks up a call already knows how their systems are configured.
Results
- 1. Support whenever they need it
- The team knows it can call us about any IT issue, at any time, instead of waiting on an ad-hoc arrangement.
- 2. Faster resolution
- Because the agency’s systems are documented in our knowledge base, engineers start with the full picture, and issues are resolved much faster.
- 3. Guaranteed response times
- A formal contract replaced ad-hoc support, with SLAs covering how quickly issues are picked up.
- 4. Advice in the agency’s interest
- Clear explanations and cost-effective options, from a provider the team found approachable throughout.
- 5. An 8-year partnership
- Rex Gooding has been a Cloudworks IT support client for 8 years.
What the client says
“Cloudworks have been a great choice for us to move our IT support to. Whilst we didn’t think we had any issue with our previous support company it has soon become apparent that they were not always acting in our best interest. Paul and team have been approachable throughout, happy to offer explanations and cost-effective options. We look forward to progressing our business with them.”
– Chloe Gooding, Rex Gooding
Considering a move? We can arrange a reference call with Rex Gooding before you commit to working with us.
Frequently asked questions
Why did Rex Gooding change IT support provider?
Its previous provider worked on an ad-hoc contract with no guaranteed SLAs. After meeting Cloudworks at a local networking event, the agency wanted a formal contract with a local business.
How long did onboarding take?
One week. We spent the first day fixing every open issue and documenting the agency’s systems, then moved straight into the support phase.
What difference has it made?
The team can call us about any IT issue at any time, and our knowledge base of their systems means issues are resolved much faster. They have been a client for 8 years.
Does Cloudworks support estate agents and other small offices?
Yes. We support small businesses across Nottingham and the East Midlands, including a 20-user estate agency in West Bridgford.
Looking for IT support you can rely on?
If your IT support is ad-hoc, slow or doesn’t feel like it’s on your side, see how our IT support in Nottingham works, or read our guide to choosing and switching IT provider. For a fully managed service covering security and strategy too, see our managed services case study.
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