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Case Study

HR Owen

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‘ROLLS-ROYCE’ IT SERVICE SUPPORTS LUXURY CAR DEALER

With an influential and demanding clientele, expecting high levels of service and responsiveness, Britain’s leading luxury motor dealer HR Owen recognised a need to support its own staff’s flexibility and service values with an IT system to match.

Choosing Technique

Choosing Technique

After a lengthy tendering process to identify potential support partners, HR Owen selected Technique to provide reliability, continuity and efficiency across the business, as it moved through an unprecedented and important period of growth, from 250 to more than 600 users based at more than 20 separate sites.

“We gave all five of the companies who applied for the tender, temporary access to our network so they could see the practical issues that they would be dealing with.” said Mike Hotard Group IT Manager, HR Owen.

“Straight away Technique identified a couple of problems that we were aware of but hadn’t yet been able to fix. They’d clearly understood both our technical requirements and our business ethos. They knew they’d have to work closely with our other support partners and were happy to do so and then they provided a compelling and comprehensive package that we were convinced was the way to go.”

HR Owen wanted to provide its staff with the flexibility to work seamlessly across all sites, but with the reliability and security of a centralised solution. Working within a set budget, Technique was able to recommend and then install an infrastructure that leaves HR Owen’s team with the freedom and peace of mind to focus on what it’s best at, without ever worrying about whether the IT infrastructure underpinning the business can cope.

Having installed the new solution using high end, high quality equipment designed to stand the test of time, Technique provides ongoing first line IT support where in the vast majority of cases they are able to resolve user issues remotely by connecting directly to the affected computer.  When a more involved technical fix is required, perhaps due to a third party software issue, Technique’s team takes complete ownership of the problem working it through to resolution with minimum impact on the customer and all in line with pre agreed service levels and fix times.

Today, Technique is not just responsible for the smooth running of existing equipment, but also in the procurement, unique configuration and roll out of new kit including laptops, desktops, servers and tablets in line with the demands of a business which now boasts annual revenue of over £400 million.

“We need all our partners to share the values of HR Owen and to be able to react with the same urgency and professionalism as our own staff when we need it. I know that if I had a critical issue, even outside of normal hours, that I would be able to reach someone at Technique and that they would do everything possible to fix it.”

“But it’s not just their reactiveness that we value. Technique know our business and the technology that supports it. If there’s a potential problem, or room for improvement and they have a solution they’ll let us know and proactively work with us to make it happen.”

But it’s not just their reactiveness that we value. Technique knows our business and the technology that supports it. If there’s a potential problem, or room for improvement and they have a solution they’ll let us know and proactively work with us to make it happen

Mike Hotard

Group IT Manager

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