An Orbits IT Case Study
An Orbits IT Case Study
Testimonial
Simon Ellington, Director at Caerphilly and Blaenau Gwent Citizens Advice Bureau, says: “We began using Orbits IT in 2013 on recommendation by another Citizens Advice Bureau. We had experienced a series of disappointing and, in one case, disastrous contracts with other IT support companies.
“Orbits IT has provided us with an excellent level of support. They have always taken the time to properly understand the needs of our business and to provide services that address those needs.
“We employ staff with a range of IT skills from competent to fairly rudimentary and Orbits are adept at providing support at the correct level for the individual. The views of frontline IT users are a significant indicator of satisfaction with IT support and our staff are unanimous in their praise for the support they receive.
“We have made use of Orbits for input into our future ICT development on both a formal and informal basis. We have found their sharing of expertise to be both generous and useful in helping to shape planning.
“I am aware this reference may sound impossibly positive but it is a fair indication of the level of satisfaction we have with Orbits IT.”
Jim adds: “The reasons for our success with the Bureaus are the same as with all our clients. We build a relationship which is based on trust, understanding and proactivity – and we offer a service that’s fairly priced, responsive and always has our client’s best interests in mind.”
Simon Ellington
Director at Caerphilly and Blaenau Gwent Citizens Advice Bureau
How Orbits IT supports the Citizens Advice Bureaus
The Citizens Advice Bureau is run by 338 local charities. Having discovered that Orbits IT specialises in working with charities, in 2012 the Swansea Neath Port Talbot branch commissioned Orbits IT to redevelop its website. Satisfied with this service, the branch later commissioned Orbits IT to take over the provision of its IT support.
Orbits IT Managing Director, Jim Lewington, explains: “We provide all the local onsite IT, support, installations and maintenance to Swansea Neath Port Talbot. We also liaise with the Bureau’s other IT providers who work on a central/national basis. Our understanding of what the other parties are responsible for, and the way we work with them is a really important aspect of our successful service delivery for the Bureau.”
On the back of the successful relationship with Swansea Neath Port Talbot, Orbits IT is now providing a similar IT support service to several more local Bureaus. These include those for Newport, Caerphilly and Blaenau Gwent, Rhondda Cynon Taff and Cardiff and the Vale.
Jim says: “The growth of our IT support across the Bureaus has been driven by word of mouth recommendation. The Bureaus were either unhappy with their IT provider or unable to access the service they needed.”
Providing tailored IT Support to each client
While the Bureaus are all part of the same national charity, they are local charities in their own right. They each have between 30 and 60 staff and some have multiple sites. Some also have experienced in-house IT staff to make decisions while others prefer to leave all the IT decisions to Orbits IT.
Jim explains: “A lot of the Bureaus’ basic requirements are the same but the way in which we meet them is different. We assess the needs of each Bureau and implement the solution we know will be right for them.”
Testimonial
Simon Ellington, Director at Caerphilly and Blaenau Gwent Citizens Advice Bureau, says: “We began using Orbits IT in 2013 on recommendation by another Citizens Advice Bureau. We had experienced a series of disappointing and, in one case, disastrous contracts with other IT support companies.
“Orbits IT has provided us with an excellent level of support. They have always taken the time to properly understand the needs of our business and to provide services that address those needs.
“We employ staff with a range of IT skills from competent to fairly rudimentary and Orbits are adept at providing support at the correct level for the individual. The views of frontline IT users are a significant indicator of satisfaction with IT support and our staff are unanimous in their praise for the support they receive.
“We have made use of Orbits for input into our future ICT development on both a formal and informal basis. We have found their sharing of expertise to be both generous and useful in helping to shape planning.
“I am aware this reference may sound impossibly positive but it is a fair indication of the level of satisfaction we have with Orbits IT.”
Jim adds: “The reasons for our success with the Bureaus are the same as with all our clients. We build a relationship which is based on trust, understanding and proactivity – and we offer a service that’s fairly priced, responsive and always has our client’s best interests in mind.”
