The Challenge

Marthall Tree Products is a family-run timber and fencing merchant near Knutsford in Cheshire, and they’ve been trading since 1990. They supply timber, fencing, aggregates and related products to contractors, landscapers and DIY customers across the North West.

Their IT support wasn’t keeping pace with the business. Tickets were slow to get a response and slower to get resolved, communication was inconsistent, and the invoices came with charges nobody could make sense of. Nobody had much faith in the backups either.

Dave, their internal point of contact, ended up filling the gaps. More and more of his own time went on being IT support for the rest of the team.

Key issues identified:

• Slow response and ticket resolution times
• Poor communication
• Invoices with unexplained charges
• No confidence in the data backups
• One member of staff carrying the IT burden for everyone

Our Solution

When Marthall started looking for a new provider, the personal touch was a big part of the decision. From the first meeting with Kirie, and then the wider Softext team, Dave and Tom felt welcome and part of the family.

“We were made to feel very welcome and part of the family, instantly from the first meeting.”
Dave Clowes, Marthall Tree Products

We carried out a full technical scope on site, worked with Dave and the team to put together a managed support proposal, and set a project timeline to take everything over from the previous provider.

What we delivered

• Full managed IT support
• Microsoft 365 licence management
• Endpoint antivirus protection
• Cloud backups covering both Microsoft 365 and Sage data
• Every machine enrolled in our RMM system, for proactive monitoring and fast remote support
• One itemised invoice each month, with no surprise charges and no jargon

The results

Marthall now know their systems are secure and running smoothly, and that their backups are managed for them.

Response times are fast, issues get fixed quickly, and every conversation is in plain English. There’s one itemised monthly bill, so they can see what they’re paying for.

Staff now contact support directly when they need help. Before, every IT question went through Dave.