CASE STUDY Orchard in full blossom
business continuity is a growing concern. Orchard Computer Services provides its customers with advice and solutions to suit for a disaster recovery plan, which includes secure data back-up with offsite storage. Certified accreditations are another important part of the company’s service offering says Terry. “Our commitment to excellence has led to us achieving many of the key manufacturer accreditations including becoming a Microsoft Partner with three Silver Competencies and Microsoft Small Business Specialist,” he commented. “Maintaining these standards ensures that our customers receive the very best support. Our commitment to customer satisfaction means many of our first customers have been with us since the start.”
Ian Terry
Orchard Computer Services supplies a diverse range of IT products and services and its partnership with Spitfire
continues to blossom and bear fruit.
E
stablished in 1990, Orchard Computer Services is located in Yate just outside of Bristol and serves customers
throughout the UK. Customers range from small partnerships with one or two computers through to national companies with many hundreds of workstations spread over multiple sites. Ian Terry, Managing Director, elaborates on the company’s approach: “We serve and support a national customer base ranging from car leasing companies to solicitors and from magazine distributors to dairy products. Our investment in technology means that our technical helpdesk team can solve 80 per cent of problems by remotely accessing our customers’ systems, resolving issues as soon as they occur without the need for an on-site engineering visit. Where a problem requires an engineer to attend on- site our engineering team provides coverage throughout the UK.”
As almost all enterprises now rely on electronic data storage,
One-stop-shop Orchard Computer Services offers customers a full consultancy and project management service for all IT projects. The company can provide a total network infrastructure for customer premises that includes cabling, hardware and maintenance. This extends to cat5e, cat6 and fibre cabling installations that are fully tested and certified to the relevant standard. For customers’ external network connectivity Orchard Computer Services has partnered with Spitfire. “I was contacted by the Midlands regional office of Spitfire and following discussions selected the company as Orchard’s preferred partner for network services,” explained Terry.
Spitfire provides voice and data network services, employs around 100 staff and boasts an annual turnover of £18 million. Spitfire can supply a service for Orchard’s customers that extends from designing and implementing an integrated telephony and data communications network to providing line rental and call billing, with complete after sales technical support and customer service. Terry added: “Partnering with Spitfire meant that we could offer our customers a comprehensive range of external network services for telephony, data
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connectivity and broadband. We offer the services to our customers and Spitfire does the rest. But we have complete confidence that their service delivery will maintain and enhance our reputation with customers.”
With over 300 reseller partners Spitfire’s Authorised Partner Service aims to increase the range of network and broadband services offered by IT service providers. For channel partners Spitfire provides ongoing monthly commission paid automatically on all services including very generous call commissions, with no minimum targets.
“Our customers’ requirements for network services have become increasingly sophisticated.” added Terry. “Spitfire provides a range of broadband services and connectivity options including ADSL, SDSL, VDSL2 and Ethernet over copper and fibre. As EFM (Ethernet over the first mile) and Ethernet over fibre are both available in Bristol, we are a Spitfire customer ourselves, with a 6Mb Ethernet fibre link.”
Because Spitfire offers a wide portfolio of broadband and connectivity solutions, channel partners such as Orchard can rival competitors for business broadband accounts. Spitfire is also one of only a few Internet Telephony Service Providers with its own SIP Trunk solution. Spitfire’s SIP Trunks typically offers business quality secure telephony at up to 50 per cent less than the monthly rental cost of an equivalent ISDN service. This saving also incorporates the cost of the Internet circuit which carries the calls.
In terms of the support provided by Spitfire, Orchard Computer Services has found Spitfire to be especially accommodating. “Our engineers have direct contact with Spitfire’s engineers on a colleague-to-colleague basis,” added Terry. “We don’t have to go through the whole service desk ‘who are you, what’s your account number?’ stuff, as if they have never heard of us. They treat us like equals and as a valued partner.”
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