Project Description
The Challenge
CTM Equipment Ltd are a specialist engineering and manufacturing business, designing and supporting advanced polyurethane processing equipment used across a range of industrial sectors. With a growing team and increasing reliance on technology, the company reached a point where they felt it was time to review their IT support arrangements and invest properly in their infrastructure. They were managing separate providers for different services — IT support, accounting software, and telephony — and wanted to simplify, modernise, and get everything consolidated under one trusted partner.
The decision to move wasn’t taken lightly. Simon Pepper, Business Unit Director, was understandably cautious about switching providers given the length of the existing relationship, and wanted assurance that any transition would be managed carefully and without disruption to the business.
Key issues identified:
- Fragmented IT provision — different suppliers for support, software, and telephony with no single point of contact
- Ageing server rack infrastructure in need of replacement, with insufficient network points
- Outdated phone system with limited functionality — no IVR, restricted call routing, and poor user control
- A VoIP project had been partially initiated with another provider but had stalled with no progress made
- Sage 50 updates incurring additional costs with the existing provider
- SonicWall firewall subscription approaching renewal — cost concerns and a split network management setup
- Nervousness around switching after a long-standing relationship with the incumbent provider
Our Solution
Softext worked with Simon and the team at CTM to map out a clear, phased plan of action that brought together all of their IT requirements under one roof. With multiple contract end dates and service handovers to coordinate, careful planning was essential to ensure a smooth transition without any overlap in costs or gaps in cover.
The onboarding process was structured to work around the terms of the existing contract. Simon waited until he was fully satisfied that all systems were live and stable within our remote monitoring and management (RMM) platform before serving notice on the previous provider — a decision that reflected the level of confidence he had in the migration process.
With Managed IT Support, Sage 50 accounts software, and a brand-new VoIP phone system all moving across, Softext managed the scheduling and sequencing to ensure each element went live at the right time and aligned with relevant contract renewal dates.
What we delivered:
Managed IT Support
Full managed IT support was put in place via Softext, including Microsoft 365 licence management, endpoint antivirus protection, and cloud-based backups covering both Office 365 and Sage data. All machines were enrolled into Softext’s RMM system, giving the team proactive monitoring and fast remote support.
Sage 50 Accounts
Moving the licence under Softext’s Sage Platinum Partner status brought the account software and technical support together in one place — and included free version updates as part of the support agreement, removing the additional update charges they had previously experienced.
VoIP Phone System
CTM’s previous phone setup was an older system with limited functionality. A previous attempt to move to a modern VoIP solution had stalled with another provider before any work had been completed. Softext built a new RingCentral VoIP system from scratch for 15 users, including full project management and system configuration as a one-off piece of work.
The new system gave CTM capabilities they had never had before — including IVR (interactive voice response), flexible ring groups, and far greater user-level control.
Network Infrastructure & Recabling
Once all managed services were in place and stable, the next phase focused on the physical infrastructure. Softext coordinated with their specialist data cabling supplier to replace the old, oversized rack system and install additional network points throughout the premises — giving CTM a cleaner, more capable network foundation to build on.
Network Security — SonicWall to Unifi UDM
CTM already had some Unifi kit in place — a switch and two access points. When the SonicWall TZ370 firewall subscription came up for renewal, rather than simply renewing, Softext proposed replacing it with a Unifi Dream Machine (UDM). This brought network management onto a single, centralised Unifi platform instead of maintaining a split setup between the SonicWall and existing Unifi hardware. The switch to Unifi also delivered a meaningful cost saving compared to the SonicWall renewal cost, whilst maintaining the same level of network protection.
The Results
CTM UK & CTM Equipment Ltd now have everything they need managed through a single, trusted provider. From day-to-day IT support and Microsoft 365 through to Sage 50 accounting software, a modern phone system, secure cloud backups, and a refreshed network infrastructure — all of it sits with Softext.
The transition from their previous provider was handled smoothly, with Simon’s measured approach to the handover ensuring there was no disruption to the business. The new VoIP system has given CTM functionality they hadn’t previously had access to, and the move from SonicWall to Unifi has simplified network management whilst reducing ongoing subscription costs.
With a refreshed rack, extended cabling, and all services under one roof, CTM are well-positioned for the next stage of their growth — with one number to call when they need support.
Working with Rob & the team at Softext has been a breath of fresh air. Their proactive approach and expertise meant we stayed focused on our work, while they managed the entire transition behind the scenes.
