Monitoring and Support

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It’s difficult to imagine the impact on your business if your IT systems failed which is why it’s critical to know what’s going on across your technology environment. TSG SystemCare combines network monitoring, automated fixing and live-fix technology with regular reporting, help-desk support and proactive services to address your IT requirements day-to-day and help you to plan for the future.

Lyon & TurnbullIT Support and Infrastructure

By Appointment to Her Majesty The Queen

Information Technology Services Technology Services Group

Newcastle upon Tyne

Case Study

The Customer

Lyon & Turnbull was established in Edinburgh in 1826 and is Scotland’s oldest firm of auctioneers. In more recent years the auctioneers’ has grown significantly with the help of innovative marketing and has become the fastest growing auction house in the UK, with offices and representatives throughout the country. Lyon & Turnbull is now becoming identified on an international stage, and deal in continental paintings along with jewellery, silver, furniture, ceramics, books and decorative arts.

The Customer Objectives

The Auctioneers realised that in order to maintain their growth and communicate easily with their regional offices they needed a robust and reliable IT support package in place.

Alex Dove, Operations Manager at the Auctioneers explains, “We were looking for a more comprehensive IT system care/ support package and an updated, more streamlined communications system. Our regional offices are very important to us and it was vital that the users in these locations could work at the same level as those in the main base.”

TSG’s relationship with Lyon & Turnbull began back in 2007 after we were selected to support their Pegasus Opera II system. Subsequently in 2011 TSG managed the Auctioneers’ upgrade to Pegasus Opera 3.

With the success of the upgrade and strong relationship with TSG, Alex Dove explains why they approached TSG for a new IT project, “In 2011 it was decided that a complete review of our IT support was required. TSG were top of our list as they offered a comprehensive support package that would cover all our communication needs, not just in our Scottish head office but for our network of regional offices across the UK.”

The TSG Solution

With a full audit of Lyon & Turnbull’s infrastructure, TSG specialists soon discovered that it was overcomplicated and in some areas appeared to be unsafe.

TSG installed a new server platform offering safe and reliable backup centrally. It was important for the business to have immediate access to key applications both at head office as well as regional offices – an EFM circuit was therefore implemented to ensure a fast broadband connection was achieved.

TSG’s IT support solution SystemCare also provides the Auctioneers with the stability it needs to provide an exceptional service. With SystemCare, Lyon & Turnbull can rely on TSG to spot any issues with their IT system before it would have an impact on their business.

The Benefits to Lyon & Turnbull

The Auctioneer business is delighted with the results of their IT project with TSG. Alex Dove comments, “Our

TSG were top of our list as they offered a comprehensive support package that would cover all our communication needs.”

“

central communications system is now faster, more reliable and secure. We are a very deadline driven business and being able to rely on a fast response from the helpdesk in times of urgent need definitely takes the stress out of high-pressure situations!”

Continuing with the benefits to the business, Alex says, “Following the installation of our new servers we are now able to offer our clients throughout the UK and beyond, a higher level of customer service. A majority of our business is carried out online and via email; so fast communications are integral to achieving the best results for all our customers.”

With a steadfast relationship, Lyon & Turnbull would readily recommend TSG’s services to other businesses with Alex confirming, “We most certainly would; the level of support provided at all levels has been fantastic – from the most basic of user queries to major technical issues. The technical knowledge of all the staff, in whichever field they specialize in, has been very refreshing.”

The Future for TSG and Lyon & Turnbull

“From day one TSG were always very forward thinking and have already established a 5 year plan that will allow our system to grow and develop with us as a company, allowing us to offer the best possible service to our customers.”