Traditional core IT support hours are no longer enough for the modern working environment
Managed services provider eacs has launched a 24/7 service model, responding to the growing demand for comprehensive IT support from its customers.
Founded in 1994, eacs has become the leader in supplying practical, innovative and cost-effective Managed Services and IT Solutions to mid-market businesses across all sectors.
The company has seen increased demand for 24-hour support, particularly since the Covid-19 pandemic accelerated plans amongst many of its customers to explore ways to digitally transform operations and more flexible ways of working. The final catalyst for the move came as a result of the company’s recent refinancing deal. Over the past 18 months the company has reported a 37% growth in its managed services business which it is hoped will continue to grow with the launch of this new service.
Kevin Timms, Chairman and Chief Executive of eacs, commented: “The world of work has shifted, and the expectations of businesses have transformed dramatically over the past few months. The driver here has been COVID and many of our clients are now beginning to investigate new ways of working, as exemplified by the rise in working from home. However, with greater flexibility in operations and working hours come additional challenges to many businesses as they seek to support their staff both operationally and personally. For example, as more and more of our client’s employees are working remotely, they have found that their staff are choosing to work longer hours.
“As a consequence, our customers are telling us they want us to do more for them to support them in the future. A switch to a 24/7 service model has always been a long-term aspiration and target for the business and has now become much more important to us. Traditional core IT support hours are simply no longer sufficient to support the modern employee or working practices as expectations have changed drastically as a result of the recent pandemic. By providing our customers with a more comprehensive level of support, we can ensure we are satisfying the increasing demand for and optimisation of our services. Our objective has always been to provide even faster responses and improved continuity of service to our growing portfolio of customers, and allowing the business to move to the next level for our clients.”
Despite Covid-19, eacs has recently completed a successful refinancing deal, which saw the company raise debt to not only refinance an existing facility, but to upsize the debt on more favourable terms to support the growth of the company. The deal has allowed the company to adapt and further invest to provide additional capabilities and services to its clients, and the shift to a 24/7 model is the first step in the next planned phase of growth.
Mr Timms concluded: “The decision to move to a 24/7 model has our customers and their interests at its very core. However, it will also enable eacs to provide our employees with even more flexibility, allowing them to work the hours that they want to work and support a work-life balance choice. Supporting our personnel during this time has been at the top of our agenda. Whether you are trying to home school a child or care for a vulnerable relative, we have understood that people have been suddenly thrown into different and often challenging situations. This switch to a 24/7 model will only serve to augment the level of support we are giving to our current and future employees. 24/7 is well and truly the new eacs.”