Confidential (Professional Services)
Managed IT transformation cutting downtime by 80% across a multi-site professional services firm
A national professional services firm was running on ageing infrastructure with no proactive monitoring, no documented runbooks, and a reactive break-fix model that was costing them in lost billable hours. Wisely took over as their managed IT provider, rebuilt the foundation, and delivered measurable reliability within 90 days.
This firm had grown through acquisitions and operated across four offices, each with its own ad-hoc IT setup. Staff were losing hours each week to slow systems, VPN failures, and a helpdesk that took days to respond. Leadership had no visibility into infrastructure health and no confidence that their systems were secure. They needed a partner who could own the problem end-to-end.
The challenge
The firm's infrastructure had never been properly unified. Each office ran its own local server, patching was inconsistent, and endpoint security policies varied widely. There was no centralised identity management, no monitoring tooling, and the existing IT provider operated on a time-and-materials basis with no SLA accountability. The result: reactive firefighting, recurring outages, and staff who had learned to work around IT rather than with it.
Our approach
Wisely began with a full infrastructure audit across all four sites, documenting every asset, mapping dependencies, and identifying the highest-risk gaps. From the audit we built a 90-day remediation roadmap, prioritising the changes that would deliver the fastest improvement to reliability and security. We then transitioned the firm onto our managed IT platform: centralised monitoring, patch management, endpoint security via Sophos, and identity management via JumpCloud.
Implementation
Over 12 weeks we migrated all endpoints to centralised management, deployed Sophos endpoint protection across every device, stood up JumpCloud for identity and access management, and replaced the patchwork of local servers with a hybrid cloud model using Azure. We established documented runbooks for every critical system, set up 24/7 monitoring with automated alerting, and introduced a structured helpdesk SLA with weekly reporting to the firm's leadership.
Outcomes
Within 90 days, unplanned downtime had dropped by 80%. Helpdesk SLA compliance lifted from 54% to 96%. Every endpoint was visible, patched, and protected. Leadership received a monthly IT health report for the first time, giving them genuine confidence in their infrastructure. The firm has since expanded the engagement to include cybersecurity monitoring under Wisely's MSSP service.
Project details
Client
Confidential (Professional Services)
Industry
Legal & Professional Services
Practice
IT Services
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