Solution Benefits

  • Improved collaboration for teams
  • Enhanced user experience
  • Cost-effective
  • Scalable

Customer Profile

  • Mental Health and Social Movement
  • For young people aged 11-25
  • Bristol and South Gloucestershire

About Off The Record Bristol

Off The Record Bristol (OTR) is a mental health social movement by and for young people aged 11-25 in Bristol, South Gloucestershire and North Somerset. They offer a variety of projects to promote good mental health and wellbeing and empower young people to support themselves and their communities. However, they’re not just a charity providing mental health services – they’re a mental health social movement mobilised to support, promote and defend the mental health, rights and social position of young people. OTR is free, confidential and self-referral – they give young people a choice and a voice.

After benefiting from Agilico’s Connect product – a cloud-based VoIP telephony solution that helps teams stay connected – OTR asked Agilico to support their IT infrastructure and help improve how their teams collaborate across locations.

Challenges

As a charity, OTR operates within strict budget limits, so any IT solution must be cost-effective and reliable. After migrating from Google Suite to Microsoft 365; a change managed by a third-party provider, they needed ongoing IT support to keep both central office “Hive” users and remote workers, volunteers and counsellors running smoothly.

”We found the support provided by Agilico during the onboarding process to be first class. Inevitably we had a few hiccups during the migration, but Agilico engineers being on site helped to smooth that transition. During our first couple of weeks on MS365, they have continued to provide support and reacted promptly and patiently to our many requests. We are extremely pleased with the service we have received.

The Solution

Agilico’s IT services provide reliable, secure, and scalable technology solutions to keep businesses running smoothly. Our Managed IT Services deliver continuous support, security, infrastructure management, and application assistance to minimise downtime and ensure efficiency.

For teams working remotely, our Agile Working Solutions offer the tools and connectivity needed for seamless collaboration, keeping employees productive from anywhere. Our Information Management Systems help businesses capture, organise, and distribute critical documents and data, ensuring teams have instant access to the information they need.

Agilico collaborated closely with OTR to deliver a flexible IT support structure tailored to their specific needs.

Tiered Support Levels: Recognising the diverse requirements of OTR’s workforce, Agilico implemented a two-tiered support system:

  • Full Support: Comprehensive assistance was provided to the core office staff (“Hive” users), ensuring their critical operations remained uninterrupted.
  • Basic Support: Remote staff, including volunteers and counsellors, received essential support, with the Hive team acting as the first point of contact to field and filter calls, thereby reducing the volume directed to Agilico’s helpdesk.

Transition Assistance: While not responsible for the migration, Agilico supported the transition to Microsoft 365 by:

  • Developing instructional videos to aid staff adoption.
  • Being present on-site to respond quickly to questions and issues during the switchover.

The Result

Agilico’s tailored approach yielded several advantages for OTR, ensuring their IT infrastructure remains efficient, cost-effective, and scalable as their needs evolve.

  • Better collaboration: Teams adapted quickly to new tools, improving how they work together, wherever they are.
  • Enhanced User Experience: The combination of instructional materials and on-site support ensured staff adapted swiftly to Microsoft 365, maintaining productivity during the transition.
  • Cost Efficiency: By enabling the Hive team to manage initial support queries, OTR minimised reliance on external resources, aligning with their budgetary considerations.
  • Scalability: The flexible support model allows for the integration of additional services as OTR’s IT needs evolve, ensuring sustained alignment with their operational objectives.

With trusted IT support in place, OTR can stay focused on their mission; empowering young people and promoting good mental health.