Partner Success Story

A Case Study Interview with JEM Computer Systems’ Operations Manager, Matthew Smart

Company Name:

JEM Computer Systems


Managed Service Provider

Technology Solution(s):

  • SIP Trunking
  • Wholesale Internet


Castle Hill NSW, Australia

Based in Sydney, JEM provides Information Communication Technology (ICT) management and support for small to medium-sized organisations across Australia.

JEM’s promise is to provide IT services that meet the highest standards of operation while providing 24/7 availability, security, and performance. This might sound like the too-good-to-be-true standard promised by just about every IT company out there. You know what sets JEM apart? They actually do it. They work hand-in-hand with clients to find cost-effective solutions to meet their needs instead of shaking on a deal with one hand and stealing clients’ wallets with the other.

The Problem with Big Carriers

Although JEM sees some benefits of working with big wholesale carriers, it isn’t all it’s cracked up to be.

“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,” – Matthew Smart, Operations Manager of JEM

Providing Solutions

Problem-solving is a way of life at Hosted Network, which JEM saw firsthand when an issue with their incumbent provider arose.

“In working with Hosted, we quickly identified the problem with our incumbent carrier. And I think the thing that we’re most thankful for was that 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.” – Matthew Smart

The Ever-Evolving Landscape

Technology has changed drastically throughout the years and will only continue evolving at a faster rate. JEM knows this. Naturally, flexibility was one of their major considerations when it came to finding a wholesale carrier.

Want to know more about JEM and their MSP journey with us?

Download the full case study below.