Who are Shadforth Financial Group?
SFG Australia Limited is a leading non-aligned client focused financial advice and end-to-end wealth management firm, listed on the Australian Securities Exchange (ASX: SFW).
SFG provide a full range of wealth management services to high net worth clients, including strategic financial advice, portfolio services, insurance solutions, stockbroking, accounting and tax services.
Where they were
With multiple offices around Australia and a history of growth from acquisition, SFG had a large in-house IT support team spread around the country. This distributed nature was neither efficient nor scalable. In-house staff were either under or over utilised depending on the number of staff in each branch and the projects that happened to be running at the time. When in-house IT staff took leave this also left the business exposed to IT problems.
With a series of major business expansions and infrastructure upgrades planned an improved solution was needed and SFG went to tender.
What we did
First Focus’ combination of best practise processes, nationwide coverage, responsiveness and cost effectiveness was a perfect fit for SFG’s requirements.
Steve Karagorgovski, SFG’s Chief Technology Officer said “With over 600 users spread around Australia, we need an IT provider with a professional and disciplined inter-state service approach, and First Focus delivers just that.”
We tailored a support package that consisted of 24 x 7 ITIL based service desk for end users, a schedule of regular site visits to each of SFG’s capital city offices, and an SLA based dispatch process for ad hoc support.
In consultation with SFG we clearly defined the delineation of scope between our engineers and the SFG in house application support team. This involved extending our ticketing system to SFG’s in-house staff to deliver end-to-end SLAs.
Working alongside SFG’s in-house team we created a number of new processes to free them up from a number of existing support processes thereby giving them more time to focus on higher value specialist support to the business.
SFG now have a cost effective solution to provide a consistent level of high quality support across multiple branch offices around Australia. First Focus’ large team of field technicians are able to scale up to handle any volume of support as required and our team of engineers are available to assist with a variety of projects.
Our internal cross-training and backfill means that coverage for leave is no longer a problem and our central service desk has brought ITIL compliance and the ability to efficiently handle call volume peaks and troughs.
“We have been through enormous business and IT change over the last couple of years and First Focus has been very flexible and responsive in meeting our changing needs, often with very little warning.” said Karagorgovski.
Since engaging First Focus overall end user satisfaction with the service team has increased significantly across the organisation.