Exceptional Service Fuels Fast-Growing Motor Dealership

Ridgeway Case Study

Mirroring the exceptional service that Ridgeway delivers to its customers has created the ideal base for Optimising IT to create a relationship with the fast growing motor dealership that has grown from strength to strength.

From the outset, Optimising IT has been committed to delivering a different kind of service; one that is rooted in proactivity and outstanding service to ensure IT runs smoothly and is constantly evolving forwards.

For Ridgeway, whose premium car brands include Audi, Jaguar, BMW, Maserati and Mercedes-Benz, this approach has been vital as the business has grown quickly in recent years through acquisitions, new builds and organic growth.

Now ranked in the top 20 of the UK’s largest Motor Retail Groups, the rapid expansion had left it with a mix of IT managers and service companies all operating differently and independently of one another.

The challenge for Optimising IT was to help Ridgeway make a step change with its IT and deliver a consistently high standard of service for all 1200 employees across 28 sites and in five counties.

In getting started, the initial priority for Optimising IT was to review Ridgeway’s IT function and then recommend how best they could help the organisation move forward.

The Technology Review gave the team at Optimising IT the opportunity to better understand the business and Ridgeway’s plans for the future. This was done alongside an evaluation of day-to-day IT provision covering regularly occurring issues hampering productivity, the efficiency and reliability of equipment and software and the safety of data.

Immediate improvements introduced by the Optimising IT team included the delivery of consistent WiFi to all sites plus the migration of email services for all employees to Microsoft 365.

Vital to the transformation of Ridgeway’s IT service delivery was the introduction of a service desk to ensure every one of the company’s 1200 employees had access to a dedicated team of IT experts committed to solving as many issues as possible on the first call. Using one central number, Optimising IT was able to demonstrate the company’s efficient, seamless assistance on a consistent basis across all 28 sites.

“Our vision when we started the business was never to just have ticket loggers or scripted responses for our clients, we are committed to providing a dedicated and knowledgeable IT service desk,” explains Gary Smith, Managing Director of Optimising IT.

“That means an accountable and friendly team dedicated to getting to the root cause of a problem and solving it as quickly as possible. It’s an approach Ridgeway appreciates and one that our team loves to deliver.”

Dan Taylor, the Finance Director at Ridgeway said: “We’re a very busy company and we need our IT systems to run smoothly. With Optimising IT we know we’ve got a partner who shares the same values for their customers. That means, we can trust them to ensure our IT is the best it can be.

Working with Optimising IT has made a huge difference and leaves us free to focus on delivering the excellent customer service we’re renowned for.”

Following the Technology review and initial projects, Optimising IT now works with Ridgeway providing a full IT service covering technical, network and server support, procurement and ongoing consultancy and advice on IT strategy.

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