Professional Services · Marketing Agency · Mississauga, ON
From a 3-Hour Wait to a 12-Minute Fix
A Mississauga marketing agency's old provider billed by the ticket and took hours to respond. Unlimited support changed the math.
Their previous provider billed by the call, so nobody had a reason to rush. A locked account or a crashed export could sit for hours while creative work stalled.
The agency's IT budget swung month to month depending on how many small fires came up, making it hard to plan around.
Moved them to unlimited helpdesk support covered under one predictable monthly rate.
Set up 24/7 monitoring on their servers and network so issues get caught before staff notice.
Gave the team a direct line to support instead of a ticket queue with no priority.
Documented their creative software stack so fixes happen on the first call.
Average response time dropped from three hours to twelve minutes. The agency's IT costs are now the same every month, whether they submit two tickets or twenty.
