Case Studies » Qualcom Managed Support Service Case Study – Control & Information Management (CIM).
Control and Information Management (CIM) Ltd is one of the leading system integrators in the area of industrial automation in Ireland. CIM offer a full spectrum of related services including system development, upgrades, technical support, project management and validation consultancy.
Selecting a partner
CIM’s clients expect a high level of professionalism so it was important for them to choose a Managed Service Partner that could deliver a high quality of service. CIM is accountable for the services they provide to their clients so in turn it was important for any potential MSP partner to be accountable the Service they have promised.
Level of Expertise
CIM hire and work with professional staff so they needed to choose a partner with a similar ethos, and they found this in Qualcom. They needed a partner that could deliver the same high-level expertise that their own Clients have come to expect. They needed a partner who understands the particular needs of a System Integrator with all its legal and compliance obligations. CIM is a company that relies heavily on IT to deliver its services to their clients and Qualcom staff understand what these business needs are.
The Benefits of working with Qualcom
The main difference between other MSP’s is the high level of interest, the quality of engagement, the willingness to work with CIM to understand not only where CIM’s business is now but also what the future needs will be. When it comes to problem solving, after Qualcom digests what the business needs, they go away and work on a solution and then come back explain what this is in a way that makes it easy to understand.
Proactive rather than reactive Support
One thing that really stood out when making the choice as to which MSP to go with was Qualcom’s ability see things before they happen. Qualcom are very proactive when it comes to looking after the IT environment that CIM operates on. In addition to the Service desk Qualcom has a team dedicated to monitoring and managing CIM’s environment. It means Qualcom can identify potential issues before they happen. So, looking at the infrastructure, the capacity, memory, back-ups etc. making sure that CIM’s set up is fit for purpose.
In addition, Qualcom would often make recommendations for changes to improve CIM’s working environment and be ready for the future. Based on CIM’s experience so far, Qualcom have both the tools and expertise to deliver a highly secure and managed IT service.
Technical Programme / Project Manager at CIM