Case Studies

Future Directions

Founded in 2015, Future Directions is a values based high quality social care provider. They drive a personalised agenda so that each individual who they support has their own support package to meet their individual support needs. They currently provide services across the North West and plan to expand further. 

They support people with complex needs who require additional support including adults and young people with: 

  • Mental health needs
  • Learning disability
  • Autism
  • Forensic history
  • Complex health needs
  • Acquired brain injury
  • Older people
  • Dementia
  • Profound multiple disabilities
  • Young people in transition 

The Problem

The Problem

Future Directions carry out a multitude of important operations which sees them working with vulnerable people. Therefore, data security and data protection are of paramount importance to them. With Future Directions being a large CIC (Community Interest Company). 

They were utilising the Cloud through hosted desktops provided by another provider but were unhappy with the level of service they were receiving from that provider. They were experiencing multiple issues such as regular extended periods of downtime often on a weekly basis, improper data segregation and high response times to support requests. 

More disconcertingly there was no sovereignty in force, every user having access to all the data held on the provider’s platform, no segregation of data was in place with no user access rights in force. 

Future Directions have around 190 computer users in total. They were regularly experiencing downtime each week which simply was not acceptable. To add to this, their provider did little in regards to providing a reasonable level of support either remotely or on-site. On most occasions they were looking at a 2-day turn-around for staff to have their tickets acknowledged and looked at, the actual resolution being a different story entirely. To rectify these issues, they decided to switch providers and took their intended works to tender, ultimately won by Venom IT.

The Outcome

The Outcome

As with many companies, Future Directions rely heavily on their IT system to provide crucial support to vulnerable individuals and any disruption in their IT could potentially impact the support these individuals receive. Since moving to Venom IT, Future Directions have experienced no downtime when using their new hosted environment. Support levels have not seen a single SLA breach, the average first response time as of this moment currently stands at less than one hour with an average resolution time of less than 6 hours for all onsite and hosted tickets raised since they went live with Venom IT. Hopefully, the latest feedback received from Future Directions reflects how they feel about their move from their previous supplier to us.

"Our former IT issues have been resolved by Venom and we now receive a great service from a local and very effective partner.”

Andy Alcock

Operations Director

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