Glasgow City Plumbers are a trusted team of experienced plumbers providing service to both domestic and commercial customers in Glasgow and the surrounding areas. They have been providing plumbing and gas services for more than 20 years.

Glasgow City Plumbers were referred to NovaBytes by our client Glasgow Property Letting to whom we provide Business IT Support, Business Telephony, Cyber Security and Cloud Services.

Although not actively looking to make any changes at the time, Glasgow City Plumbers met with NovaBytes and took onboard the suggestions for improvements that could be made with regards to how they were currently managing their in-house business IT support in Glasgow.

On an almost daily-basis, the team at Glasgow City Plumbers were facing IT-related issues that they were trying to trouble-shoot by themselves. A lot of the time a member of staff would stop what they were doing in order to assist one of their colleagues and try to help them resolve their IT issue.

Since some of these issues were relatively technical and involved having to know the solutions in quite a lot of depth, the time spent trouble-shooting was quite high. We’d like to highlight that the Glasgow City Plumbers team are actually very technically-minded people (their industrial work is amazingly difficult to implement and is so thoroughly, highly-spec’d).

So instead of spending time focusing on activities that were there to drive the business forward, the staff were spending a lot of time trying to get things to work. For example, they were coming across PDF files on their on-site server that were not opening for some reason and also needed an email password reset by one of the Directors and had to wait until they were free to do this.

They were struggling with their in-house business IT support efforts and found it was having a fairly negative impact on productivity.

Dave Bell, Director at Glasgow City Plumbers mentioned that “the team were spending too much time trying to solve random IT problems that were stopping them from working but NovaBytes put an end to that”.

NovaBytes started the business IT support journey for Glasgow City Plumbers with an initial meeting where we went over everything we needed to know about the IT estate including the software and hardware they were using.

Understanding how each staff member works and the problems the team were facing was key to this part of the process.

Once we knew what problems the team were facing and had gathered an in-depth knowledge of the make-up of their IT department such as their cloud services, applications and hardware, we put a proposal to the Directors which was accepted on the same day. The plan was detailed to their specific needs and requirements such as the devices they are using.

It was decided that, because of the nature of the work the team at Glasgow City Plumbers carry out, it was going to be best to set them up with a NovaBytes x Glasgow City Plumbing “Business IT Support Glasgow” WhatsApp group.

For them, a WhatsApp group was much better than having to email or call in to the NovaBytes Business IT Support helpdesk or sending an email. If they were on-site and found they couldn’t access their emails, being able to WhatsApp the NovaBytes team is just so easy for them. They get a real reply from a real human within a 10 minute period and the service desk analyst at NovaBytes also determines if the problem can be resolved without having to involve the member of staff from Glasgow City Plumbers. 9 times out of 10 this can happen.

Dave Bell, Director said “the fact that we can just WhatsApp NovaBytes means we can get on with what we’re supposed to be doing. We pop them a message with what we need done and it gets done within the hour. It’s great!”

Glasgow City Plumbers were previously facing some real issues when it came to managing their in-house business IT support in Glasgow but since joining forces with NovaBytes, these issues and burdens have been alleviated.

David Bell, Director said:

“Now we have the IT support in place with NovaBytes we can focus on running the business. They do the hard work trouble-shooting the IT side and we get to do our jobs.”