Rebuilding Trust to Make Technology an Enabler Again

Recently, we onboarded the world’s most influential body of professional accountants. With an extensive global footprint and a mission to advance the profession worldwide, they rely heavily on robust, secure, and reliable IT infrastructure to support their members and staff across every continent.

IT WAS TIME FOR A CHANGE

As the three-year agreement with their IT incumbent neared its end, cracks in the partnership were impossible to ignore. What started off as a promising collaboration had deteriorated dramatically. Users were increasingly frustrated, and outdated systems slowed their work and stifled innovation.

Meanwhile, the ongoing transition away from the incumbent brought mounting legal and technical complexities. Confidence collapsed. By this point, the customer had lost faith in IT providers altogether.

FIRST THINGS FIRST: IMMEDIATE HELP, RAPID IT REVIVAL

The challenge was urgent and complex: deliver a fast, secure IT transition under intense time pressure. Moving swiftly, we deployed a large team upfront to guarantee a smooth, high-quality onboarding experience from day one. Speed was critical, so they launched the service desk immediately, giving users instant support while driving a phased, agile transition behind the scenes.

Within just eight weeks, Acora delivered an MVP comprising a fully operational service desk, onsite support, and baseline security compliance. This restored confidence and brought stability to the IT environment.

A PHASED APPROACH TO TRANSITION

The transition followed a phased process:

• Rapid Control Grab: Focused on end-user devices and infrastructure, with tens of thousands of patches deployed to enhance security quickly.
• Immediate Service Desk Activation: Support was live on day one to resolve pressing user issues.
• Batch IT Asset Processing: Devices and services were onboarded in fortnightly sprints.
• Staff Transition: Onsite personnel from the outgoing provider were successfully integrated into Acora’s team.
• Toolset Deployment: Acora introduced a modern, sophisticated toolset to manage, monitor, and secure devices.
• Close Collaboration: Acora worked hand-in-hand with the customer’s IT team to ensure a smooth transition and build long-term trust.

FOCUS ON THE USER EXPERIENCE: FROM COLABS TO COMMS

From day one, the mission was clear: It wasn’t about ticking KPI boxes; the focus was rebuilding trust and putting users back at the heart of IT. From the get-go, Acora immersed itself in knowledge-sharing sessions with the incumbent provider and internal IT teams. The entire service team rolled up their sleeves, transforming dense, complex runbooks into sharp, actionable knowledge articles.

Next came communication. Every interaction, whether a ticket or a phone call, was redesigned for clarity and confidence. Acora introduced structured ticket notes, clear ownership, and seamless escalations across EMEA, APAC, and infrastructure teams.

On the phones, the energy shifted. Analysts were trained through scenario-based roleplay, learning how to troubleshoot fast, handle tough conversations, and keep users informed every step of the way. These sessions sparked team-wide engagement and raised the bar for support quality.

One of the biggest cultural shifts was the collaborative model introduced between the service desk and infrastructure teams. Rather than passing tickets between silos, the teams worked as a single unit. This collaboration created a united bond between the two teams, resulting in a sense of “one team”, a major change from the previous supplier relationship, which felt fragmented.

IMPACT: CONFIDENCE RESTORED, SECURITY LOCKED IN

The results were nothing short of transformative. User satisfaction soared, with scores turning green and trust in IT fully restored. At the same time, security risks plummeted thanks to rapid patching and a modernised infrastructure that closed critical gaps fast.

Behind the scenes, Acora’s flexible, bespoke approach ensured every element of the transition was tailored for success. By working hand-in-hand with the customer, the partnership didn’t just stabilise IT, it unlocked the ability to refocus on innovation and strategic goals, putting technology back where it belongs: as an enabler, not a barrier.

A Partnership That Continues to Evolve

Since onboarding, neither side has stood still. Together, we’ve ensured that as objectives evolve, strategy evolves too, strengthening cyber security with the right platforms, expanding support for mission-critical applications, and integrating ticketing systems to create a seamless, connected user experience.

Now, we’re looking ahead: continuing to refine defences, deepening application support, and building on integration to deliver even greater transparency and collaboration. Every step is about enabling ambitious goals, maintaining exceptional service, and driving innovation and growth, together.