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CPiO - Channel Partnership

As a software provider, CPiO outsource their hardware maintenance to Montal, safe in the knowledge that their clients are always dealth with efficiently and professionally.

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The Organisation

CPiO designs and delivers complete business software solutions through strategic alliances with vendors, including Microsoft, IBM, Oracle and Informix, and with developers of third-party products.  CPiO are a Microsoft Gold Partner, a Strategic Partner of Sage UK and are one of the UK's leading resellers of Sage mid-range software.

With a 400-strong client base operating across major industry sectors as well as in niche markets, CPiO believe in the value of forging close partnerships with their clients.  These relationships can only be maintained if their key values of quality and integrity are shared by their support partner organisations.

The Business Need

In 2008, CPiO found the relationship with their IT support partner deteriorating.  Their increasingly unsatisfactory levels of service provision differed from CPiO's client-centric approach, where customers' expectations of exceptional support were welcomed and consistently met. 

This divergent work ethic posed a significant reputational risk to CPiO and threatened to undermine their ability to deliver a complete package of services to their own high standards.  Finding a new partner, and one whose values were more closely aligned with those of CPiO, had therefore become a strategic imperative.

Why Montal

It was critically important for CPiO to choose the right organisation to complement their integrated software and consultancy services.  They therefore decided to explore Montal's IT support capabilities on a trial basis for several months. 

Very soon, it became clear that Montal's services and approach were the perfect match.  Not only did they demonstrate significant technical expertise and a comprehensive range of services, but their steadfast commitment to delivering the highest level of customer service provided the reassurance the CPiO were looking for.

Gary Hardy, Support Manager at CPiO, could see that Montal were not only in a position to replace their existing provider, but would also allow them to offer far more to their customers. In addition to providing highly skilled technicians for traditional hardware maintenance, Montal's extended portfolio of services include Managed Support Services, proactive systems administration and monitoring, IT consultancy, email management and project management. 

With a team of engineers and consultants based across the UK, Montal's national reach also meant that CPiO's customers would be catered for regardless of where they were located.  Furthermore, Gary felt that Montal's culture mirrored CPiO's own commitment to customer care, giving him confidence that Montal would prove the perfect ambassador.

System Support

CPiO provide a front line support service based at their offices in Birmingham. They take initial helpdesk calls and often resolve issues over the phone.  When dealing with more complex problems that necessitate on-site or specialist support, CPiO turns to Montal who then either send a skilled engineer to site or pass the call to a helpdesk technician for remote resolution.  Once the call is in Montal's hands, CPiO know that problems will be dealt with professionally and efficiently, and that they will be kept up to date by email as the call progresses.

Building the Perfect Partnership

In order to ensure a close collaboration that would deliver against both organisations'expectations of customer service levels, CPiO and Montal drew up working arrangements and put in place systems to maximise efficiency and create optimum working protocols. 
This not only allowed Montal to gain a complete understanding of CPiO's requirements, but also provided a seamless support transition from the previous support partner, and 'going forward '

reassures customers that the two are working in perfect harmony.

Gary Hardy commented, "Montal has perfectly filled the gaps that CPiO were unable to due to their coverage and thanks to their customer ethos of going that extra yard for us".  CPiO customers who have opted for Montal's Proactive Managed Services now have the peace of mind and complete confidence that systems are secure and running efficiently at all times. 

An Unbeatable Result

Gary Hardy was pleased to tell us that the partnership with Montal has helped streamline CPiO's business.

"Customers are not trying to chase you down to get updates. We are emailed regularly with information, which allows us to know exactly what is happening. If I had to sum Montal up in one word I would say it's reliability."  

This has allowed CPiO to focus on other areas of the business without having to worry about the IT service their clients are receiving from Montal.

"We have never had any negative feedback regarding Montal's engineers. We know that we can fire and forget with Montal. We can leave everything with them and it's as good as done.  Montal will always find a solution; there's never an "I don't know" or "we can't do that" - I know that whatever the issue, it will be resolved and this means less stress for me!"