• Client:

    RWP Accountants LLP

  • Location:

    Quorn

Overview

RWP Accountants LLP, a well-established accountancy firm in Quorn, approached Varciti after experiencing ongoing frustrations with their incumbent IT support provider. Staff regularly faced system outages, slow machines, and unresolved issues, all compounded by poor response times and a lack of proactive support. These IT challenges were beginning to impact client service delivery and internal efficiency—key concerns for a practice built on precision and deadlines.

With no central monitoring or proper helpdesk system in place, issues were often overlooked or left unresolved. The leadership team recognised that the current setup was holding them back and sought a new partner to overhaul their IT support experience and restore confidence among users.

The Challenge

  • Unreliable Support – Slow and inconsistent response times from the previous IT provider.
  • Staff Frustration – Numerous complaints from employees about unresolved problems and poor communication.
  • Lack of Visibility – No monitoring or system for logging, tracking, or prioritising support issues.
  • Low Confidence – The leadership team lacked trust in the IT environment and provider to support business-critical operations.

Our Solution

Varciti deployed a structured and personal approach to turn things around from day one:

Step 1: Full IT Health Audit

We began with an in-depth site visit, auditing all equipment, network infrastructure, user endpoints, and software deployments. This process identified both technical bottlenecks and recurring pain points, forming the basis for a prioritised improvement plan.
 

Step 2: One-to-One Staff Consultations

Understanding that no two users face the same problems, we scheduled dedicated time with every staff member across the firm. By addressing their individual concerns on-site—whether slow login times, printing issues, or file access delays—we demonstrated immediate value and began rebuilding trust.
 

Step 3: Infrastructure and Monitoring Overhaul

To bring long-term stability, we implemented the following core changes:

  • Installed Datto RMM to enable real-time monitoring of all devices, providing alerts on hardware failures, updates, and performance trends.
  • Deployed ESET antivirus and endpoint protection to reinforce system security across all user devices.
  • Installed a ticketing solution directly accessible from each user’s desktop, making it easy to raise and track issues without lengthy phone calls or emails.
     

Step 4: Ongoing Managed IT Support

We activated our managed support service, including:

  • A manned helpdesk available Monday to Friday, 8:00 AM to 5:00 PM.
  • Proactive system patching, antivirus updates, and maintenance tasks performed during off-hours.
  • Monthly reporting and performance reviews to keep the firm informed and in control of their IT environment.

The Results

Reliability – With proactive monitoring and fast response times, system downtime and recurring issues have dropped significantly.

Happier Staff – Staff now feel supported and heard, with issues resolved swiftly and consistently.

Productivity – The improved IT environment has freed up staff time, allowing them to focus on their core work instead of chasing IT problems.

Leadership Confidence – Directors now have visibility over their IT systems and trust in the partnership with Varciti to support ongoing growth.

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