How we supported our customers during the COVID-19 pandemic

Like many businesses, Impact IT Solutions faced some big changes to the way we worked as a business and the way we supported our customers following the lockdown that was implemented for COVID-19.

Our own internal infrastructure changed with the whole Impact team working from their own homes whilst supporting a huge increase in workload and support calls due to our customers all needing to work from home.   Whilst we would normally support one site or two sites per customers we were suddenly expected and needed to support hundreds of more remote sites and the infrastructure as each customers’ staff member set up from home.  Multiply this by the number of customers we look after and our support base increased overnight by over 2000%

An added complication was to ensure each individual users’ setup worked for them.   Almost every single customer bought new hardware for their staff to use, so the sourcing of laptops, headsets and webcams became a logistical challenge as worldwide stocks ran dry.

Our brilliant team pulled together and worked extremely hard to ensure our service didn’t falter for our customers.  Some new staff members joined us to strengthen the team during the lock-down period and have hit the ground running and have all been a great addition

We are extremely grateful for our customers and partners who have trusted us to support them before, during and after the lockdown period, it has been a fantastic team effort from the Impact team our customers and partners.