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A Case Study Interview with Matthew Smart, Operations Manager, JEM Computer Systems
Based in Sydney, JEM Computer Systems provides ICT management and support for small to medium-sized organisations across Australia. Their promise is IT services that meet the highest standards of operation, with 24/7 availability, security and performance.
Plenty of IT companies make that promise. What sets JEM apart is that they actually keep it, working hand-in-hand with clients to find cost-effective solutions that fit their needs. To deliver that, the wholesale carriers behind them have to be able to move as fast as they do.
JEM saw some benefits in working with big wholesale carriers, but it wasn’t all it was cracked up to be. When something needed escalating, or simply needed action, getting anywhere took a lot of effort, and that time came out of JEM’s day and their clients’ patience.
For a business built on keeping high standards, a carrier that was slow to act on the things that mattered was a real drag on the service JEM could deliver.
“We had been struggling with some of the bigger carriers that we’ve got wholesale relationships with. And like any big carrier, it takes a lot to escalate anything or to get actions.”
Problem-solving is a way of life at Hosted Network, and JEM saw it firsthand when an issue with their incumbent provider arose. Instead of pointing at the other carrier and walking away, the Hosted Network team worked alongside JEM the whole way through, helping decipher what the incumbent carrier was actually saying and getting to the fix.
“The team didn’t just say, ‘Oh, it’s the other carrier, so it’s not our problem. You’ll have to deal with it.’ Instead, they worked with us the whole way through, deciphering what the incumbent carrier was saying.”
Working with Hosted Network gave JEM:
Technology has changed drastically over the years and will only keep evolving faster. JEM knows it, which is why flexibility was one of their biggest considerations in choosing a wholesale carrier, someone who can move with them rather than hold them back.
With Hosted Network behind them, escalations get actioned and issues get owned, so JEM can keep the high standards their clients rely on.
