This case study focuses on the work PCG has done for a New Hampshire insurance firm with 20 employees. PCG has been working with this legacy client for about 18 years. Although the case study omits the client’s name, it shows the client’s benefits gained from a long-term relationship with PCG.
Client Background
When we started working with this client, the industry didn’t use the term managed service provider (MSP). Instead, we were called an IT provider. Back then, the focus was on break-fix projects. We didn’t offer help desk ticketing, and there wasn’t monitoring.
Initially, the client reached out to us because they weren’t getting the guidance they needed from their current IT provider and they had to wait days for a response if they called for help.
They heard about us from another insurance company and through referrals from people in the Rotary Club.
Assessing IT Needs
IT was different when we started working with this client in the early 2000s. However, as we do now, we started by looking at the client’s current IT environment to get a sense of what they have and what they need.
We assessed that their equipment was six or seven years old. At that time, there was a specific terminal and servers had remote offices leading to the main office which housed the main application. That room was not air-conditioned, and everything was in disarray.
We set up a network rack to organize the equipment. Then, we put in new switches and cleaned up the wiring. We also went to each of the remote sites to make sure they were in the right place, and we built a site-to-site tunnel. Following that, we put in new Cisco firewalls in the three remote offices and connected them to the main office.
Ongoing Support
After getting a client up to speed, we continue to provide ongoing support. Right now, that includes help desk services, remote monitoring, security training, and other essentials that clients need to maintain their IT. We also meet with clients and help them create IT roadmaps for the future. Initially, we weren’t providing all those services for this client, but as IT has changed over the years, we have added these services. Additionally, we were always helping this client to identify and plan for upcoming projects.
For example, after setting up their new server when they first came on board as a client, we planned to get a replacement in 2008. Then, four years later, we refreshed their server again. But in 2016 or 17, cloud technology was thriving, and we were able to move this insurance company to the cloud.
At that point, there were still using MS Exchange on-premise so we created a project to migrate to MS 365. This change improved their cybersecurity posture and compliance with industry standards. It also enhanced mobility for their employees.
When we started working with this client, compliance and cybersecurity were not significant concerns. But over the years, cyber threats have increased, and the legal landscape has changed. We have always helped this client protect itself and meet the compliance demands of its industry.
For example, this client needs to have cyber insurance. We helped them create a checklist of their cybersecurity efforts so they could show their insurance provider that they were up to par. The checklist detailed information about their firewall, their use of multi-factor authentication (MFA), and their security policy for remote workers.
Dealing With Fast Changes
During COVID, this insurance company sent a lot of employees home to work remotely, and reduced their five offices to two locations. Before COVID, they were using an on-premise version of Applied’s Agency Management Software (AMS), and they wanted more flexibility. They couldn’t rely on the centralized server if they wanted to support a remote workforce.
When our clients face a fork in the road like that, we help them assess the costs, options, and return on investment of both options. In this case, we helped the client analyze the pros and cons of staying on-premise versus moving to the cloud. Ultimately, we determined that although the cloud-based AMS was more expensive, it met their needs more effectively.
The Value of an IT Roadmap
By doing projects slowly over the years, we have helped this company become more nimble. This journey was easier and less expensive to handle incrementally.
Using our roadmaps, the client was able to predict costs and plan for changes. Now, this insurance firm can take care of its clients’ needs from anywhere.
IT Training
We have also provided a lot of training for this client. They understood how to optimize their line of business applications, but we helped them learn how to use programs such as MS 365, Teams, and OneDrive. We also helped them improve their work-from-home policy and provided them with security training.
For example, we do a lot of fake phishing campaigns. Essentially, we send emails that emulate the tactics used by the scam artists to look for areas of weakness. This isn’t about trying to trip somebody up. It’s about creating a secure cyber environment. Ultimately, we want the PC users at this insurance firm to ask for help before clicking on something that gets them in trouble.
When we talk with our point of content, we ensure that they move the message from the leadership team down to the staff. We want to ensure they know how to use technology in a way that helps them make money while also protecting their assets.
Benefits of Working With PCG
We have helped this client navigate IT and legal changes over the years. We have kept their IT costs predictable and helped them avoid unexpected capital expenses.
We also provide them with a dedicated engineer who understands their needs and how their network works. We’ve been with them for almost two decades, and they feel like family. We look forward to helping them continue to use technology to drive efficiency and profits.
Contact PCG for Your Insurance Company’s IT Needs
Is your IT meeting your business’s needs? Is it helping you to make money and improving the efficiency of your workflows? Do you have the guidance and support you need? If not, let’s talk.
At PCG, we provide managed IT services, cybersecurity, and more to clients in the insurance industry as well as many others. To learn more, contact us today.
