
THE PARLIAMENTARY REVIEW
Highlighting best practice
50 | AGILE ICT
»CASE STUDY
A large Federated School had 100 laptops and PCs.
They required one full day of support per week yet
the users were still unhappy with the performance
and reliability of the system. The school’s ICT is led by
an Advanced Skills ICT Teacher who has a high level
of expertise and is far more demanding than most.
We were invited in and were chosen to replace this
school’s infrastructure with our design. They now have
600 laptops, PCs and other devices on their network
- but only need a couple of hours of support per half
term and users are now happy – “IT just works…”
This has delivered a vastly superior platform for the
school along with a significant cost saving
By design, we choose not to impose
long-term contracts on our schools.
This means that every day our team
wakes up knowing that we must
recompete for every school’s custom.
This keeps us razor sharp in delivering
on our promise, and ensures we never
take our customers for granted or
become complacent.
We provide a “one-stop-shop” for
schools in respect of their ICT needs. We
provide everything from a single cable
through to a custom-built ICT suite,
and everything in between. We hold
ourselves out as being experts, so we
believe we should put our money where
our mouth is – we offer our services on
a “fixed price, money back guarantee”
basis so we reverse out the risk for our
schools. We are the only supplier who
has the confidence to dothis.
Cathryn Butcher, Head of Sales &
Operations, is relentless in her demands
of our team to ensure we always deliver
on our promise and the service, that our
customers expect from our brand. This
has been fundamental to our success.
We conceived a game changing
support service with clear
differentiation against our competitors;
we engineer our infrastructures and
servers in a unique way which means
they perform better and last longer,
thereby delivering the lowest possible
total cost of ownership for our schools.
Our account managers don’t have any
form of sales target, therefore there
is never any incentive for them to do
anything other than what is best for
the school. We believe that if we offer
the best solution at the best price, our
schools will ultimately choose to buy
from us whether it is this week or next
year. We are independent of all product
suppliers and rapidly become a school’s
trusted advisor helping them make the
right decision and extract the maximum
value from their limited budgets.
We place a huge emphasis on
customer service with our “Delight
the Customer” model. Our account
managers are often online late into
the evenings and weekends, engaging
with our schools, which is often when
teachers have the time to do this.
Being passionate about doing the right
thing for the customer is fundamental
for everyone in the company.
Left to right: Ryan Fletcher,
account manager,
Cathryn Butcher, head of
sales & operations, Karen
Hodkinson, account
manager, Joely Cooper,
purchasing manager
Part of the Agile ICT
technical team
It is not possible
to totally
outperform the
competition if
we do the
same things in
the same way
“
“