Client

Our client is a quality pool builder based in Louisville, KY. This organization has stayed in business for over 35 years due to the staff’s commitment to hard work and exceptional customer experience.  Employing 50 people seasonally, the organization’s mission is to help folks increase their quality time with expertise, integrity, and a smile.

Challenge

Volta’s partnership with this company is truly homegrown. Our account manager, Rich Ledford, was visiting one of the client’s retail locations to learn how to operate a pool he’d just put in. The client found out he worked in IT and decided to reveal to him the challenges they were experiencing with their long-time MSP.  

The client’s biggest concern was the lack of transparency with their existing MSP engagement. They lacked an overall understanding of what was happening behind the scenes in their environment, and rarely received an explanation. There was a complete lack of autonomy or control. 

Another issue the client struggled with was a frustrating amount of downtime. This issue wasn’t necessarily with the MSP, but it was a problem the client never received any direction on how to fix or change. Since they do not have an internal IT team, they were leaning on the MSP to communicate important processes, which they were not effectively doing. 

To add to their stress, a significant challenge arose while attempting to install two-factor authentication. During the attempted implementation, all their systems went down. When we began our engagement with them, their systems were still down, and two-factor authentication hadn’t been implemented. We helped get them back up as quickly as possible.

Solution

After gathering information about their current environment, and how they envisioned their IT processes moving forward, it was clear that this engagement would be a full MSP implementation. The project was broken into two separate phases. The onboarding and transition of their systems and environment to Volta, and the ongoing management of the environment.

Phase 1: Deployment and Onboarding of Volta Managed IT Services 

This part of the project was focused on the initial setup and integration of IT services and infrastructure. This phase encompassed migrating to cloud services, setting up and configuring Microsoft Intune and EntraID (Azure AD), implementing network services, and transitioning to managed backups. This phase established a solid IT foundation, ensuring operational efficiency from the outset. Project components include: 

  • Cloud Services Migration  
  • Microsoft Intune and EntraID Setup 
  • Datto RMM Deployment 
  • Network Services Implementation  
  • Managed Backups Setup  
  • Microsoft Licensing Configuration  
Phase 2: Managed IT Services & Help Desk Services  

This phase of the project encompasses ongoing managed services for the client to ensure their IT infrastructure remains robust, secure, and efficient. Solution features include: 

  • Patch Management  
  • Microsoft lntune and Entra ID Management 
  • Managed Network Services  
  • Managed Backups 
  • Ongoing Microsoft Licensing 
  • Provisioning of New Laptops and Profile Setup 
  • OS Reinstallation and Imaging 
  • Cisco Duo Management 
  • Ongoing Meetings / Weekly Check-ins 
  • 24/7 Help Desk as a Service:
    • PC Maintenance
    • Email Client
    • VPN Set up 
    • Shared Drive Set up 
    • Server-based Password Resets  
    • Spyware/Malware/Virus Cleaning from PCs 
    • Adding users to existing File Security Groups or Group Policy 
    • File Restoration from Shadow Copy only 
    • File Sharing and Network Drive Mapping 
    • Blocking and Unblocking Websites/URLs in Firewalls 
    • Distribution List/Group Creation and Updates 
    • Open tickets with 3rd party vendors of business line applications when applicable. 
    • Printer-related issues; mapping, drivers, and connectivity 
    • New Active Directory and Email User Creation and Password Resets 
    • Employee Exit Support 
    • Email and Account Deactivation 
    • New Software Installation 

Results

From the moment our engagement began, we were able to provide a sense of relief for the client. In contrast to their previous MSP, we were immediately on-site, visible and available to them, which went a long way towards earning trust. 

The client expressed gratitude that we didn’t flood them with information when the project kicked off. They knew they had a ton of obstacles to overcome, but instead of giving them a four-page list of everything that needed to be executed, Volta’s Project Manager was careful to break the list into smaller, more digestible undertakings.  

Volta has provided detailed documentation to deliver on their need for transparency. The client is now able to execute certain tasks themselves. They know longer need to put in a ticket and wait for a response over minor issues they could fix themselves. 

Since engaging with Volta as their MSP, our client has better transparency into their IT processes and a higher amount of control. They’re staying online, and they’re able to engage with their customers to sell more products and services. Their IT operations are in a healthier place. Volta responds to them quickly and keeps their IT projects moving in the right direction with minimal downtime.