This case study looks at how our managed IT services helped an accounting firm in southern Maine protect sensitive data and improve its productivity.
NOTE: client name excluded due to the private nature of some details
Why PCG was contacted
Replacing your IT provider is a big decision. This accounting firm reached out to us after having some issues with its current managed service provider (MSP), and one of our other clients recommended that they call us. During our first call, they were focused on the struggles with these IT-related issues:
1. Slow Response Times
Their MSP had been recently acquired by two different companies, and their customer service suffered after those acquisitions. The accounting firm wasn’t getting the attention they needed, and they were frustrated with slow response times.
2. Software Performance Issues
They were also having issues with the functionality of their accounting software, and when we looked into the situation, we discovered that their software was using old-style SATA drives, instead of solid-state drives (SSD). We know making that change would instantly address the performance issues.
3. Security Concerns
The firm wanted to ensure that their internal and client data was as safe as possible, and they were concerned about potential risks based on who had access to the data and where the data was stored and backed up. Security is critical to accounting firms because they deal with a lot of sensitive information, and they are legally obligated to maintain a certain level of security.
4. Inconsistent PC Setups
Based on their performance concerns, we were able to assess that they had inconsistent PC setups, and the lack of standardization meant that some users didn’t have access to the tools they needed or were forced to deal with more downtime than necessary. To mitigate this issue, we implement a PC setup template that outlines which applications, shares, printers, etc. that each new PC user needs.
5. Need for More Guidance
The accounting firm also wanted more guidance from their MSP. They wanted help planning and budgeting for new tech purchases, but they also just wanted someone to take the reins in the tech department so they could focus on tax season and accounting.
Network Audit and Security Assessment
After talking with the accounting firm about their concerns, we sent a tech to do an onsite network audit. They looked at what was in place, checked the firewall, confirmed the company’s data backup strategy, and basically just assessed what was working and what needed to be improved. We also touched base with the accounting firms’ software vendors to see what they had and how it was supported.
To perform the security assessment, we went through a checklist of security essentials, assigned the company a risk score, and outlined the steps for improvement. With this client, we looked at issues such as the last time they did a security inspection, their password policy, security training or campaigns, and the use of personal phones on the company’s public or private WiFi networks.
As indicated above, we updated the SATA drives to SSD drives, and that instantly helped with performance issues. We also assessed the speed of data transmission from the PCs to the switches to the servers, and we discovered that some of the PCs needed help, the switches were fine, and the server was creating a bottleneck.
We also looked at the company’s backup strategy, and we talked with them about their data recovery objectives. If something went wrong, how quickly did they want to be able to access their data? In two hours, four hours, eight hours, two days, or another timeline? We worked with them to identify their optimal recovery time to ensure that we could meet their expectations.
To ensure they had access to their backup files, we put in a backup server and a Backup Disaster Recovery (BDR) system, and we also uploaded their images to the cloud. We felt confident that if something went wrong, we would be able to help them get back on track quickly.
Tactics PCG Used With This Accounting Firm
After doing the original assessments, we worked with the accounting firm to identify what needed to happen next and ensure it was in line with their priorities and budget. Then, we worked through the following processes.
1. Onboarding
When replacing an IT provider, onboarding can be a daunting prospect. PCG’s onboarding blueprint ensures it doesn’t have to be. When we become your MSP, the transition from an old MSP to us is a seamless one.
We helped the accounting firm provide the existing MPS with a 30-day termination notice. Then, we were there on the cut-off day to help the client deal with any issues. Because this was an accounting firm, we made sure not to schedule the cut-off during the busy tax season, and we planned it for the middle of summer. We also scheduled the cutover to a Friday, their slowest day of the week, to minimize disruptions.
During the first few months with any client, we learn as much as we can about their network and processes, educate ourselves about industry concerns, and document absolutely everything.
2. Security Plan
Based on the results of the security assessment, we identified the firm’s security gaps and vulnerabilities, and we helped them determine a direction and create a plan and budget to get there.
3. Improving the Server
We had already determined that the server was creating a productivity bottleneck due to being under-specked, but luckily because it could take SSDs, the client didn’t need to go buy a new server. We were able to keep the box and increase performance by switching to SSD drives.
4. Strengthening Backup Strategy
The firm was using a product called Carbonite for its backups. It was only storing their data in the cloud. It did not have the ability to store their tax software. In other words, if they lost access to their accounting software, they had the data backed up, but they didn’t have a way to access or engage with it.
5. Scheduling a vCIO Meeting
After the onboarding is complete and we’ve really gotten to know the client, we schedule a VCIO meeting. VCIO stands for Virtual Cheif Information Officer, and this meeting gives us an opportunity to get feedback from the client and create a high-level plan of what to do going forward. We wanted to ensure that we were meeting their needs and create a roadmap and budget to address their concerns.
Outcomes of Working With PCG
At the time of writing, we’ve been working with this accounting firm for just over three years. They are very satisfied with our services, but in particular, they really appreciate our communication.
They have a dedicated phone number they can call to reach us, and we have a tech who visits their site quarterly for IT strategy reviews. Similar to our VCIO meetings, these reviews go over the big picture and ensure the clients’ needs are being met.
The #1 IT Solution for your accounting firm
PCG has worked across multiple industries including accounting firms and we’re committed to ensuring our clients have the support and guidance they need. To get help with your accounting firm’s IT needs, contact us today.
