Before Ripple
Pardot were reliant on their increasingly busy developers to help with IT problems as they occurred. Employees that brought business value to the company were consistently interrupted to help their co-workers with unrelated issues.
The Challenges
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Network Issues
Pardot’s in-office wifi network had connection issues and was difficult to manage. At times, this was preventing employees from getting online or even checking their email. -
Rapid Growth
When new hires arrived at Pardot, there was no specific process in place to get them up and running. Their email accounts weren’t yet setup, and in some cases their workstations had yet to be ordered. People had to wait for the technically-inclined developers to breakaway from their own tasks to help new employees, install software, or address any IT issues. This was having an increasingly negative effect of productivity as Pardot continued to grow.
Our Solutions
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Upgrade WiFi Network
Pardot’s previous in-office network simply didn’t support their growing workforce. We recommended an overhaul that included adding commercial-grade access points and installing new software which would allow Ripplers to fix problems remotely. -
Create New Hire Process
Ripplers worked together to create a streamlined process which would get new hires up and running right away. This included maintaining a pool of ready workstations and the creation of an online form through which Pardot’s HR department could enter all available information for new employees. -
Complete Support
Pardot employees needed to get help in a timely manner. With Ripple’s fully managed IT service, getting it is as easy as sending an email or picking up the phone. Response time for any critical issue is within 15 minutes during business hours, allowing people to get back to doing their jobs right away.
The Results
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Reliable Network
Taking our recommendation, the Pardot office got six new access points, which have made problems like dropped connections a thing of the past. New software allows Ripplers to monitor speeds, fix most issues remotely, and be alerted if a server goes down, even after hours. -
Increased Productivity
The streamlined new hire process allows Pardot to continue growing without the large chunks of downtime that had previously plagued new employees. Workstations can be customized and ready for them on their very first day. Developers are no longer responsible IT issues, allowing them to get back to doing their jobs. Best of all, every employee can get the help they need when they need it. -
A Top Workplace
Pardot reached over 200 employees by the end of the first quarter, 2013. They were named the 2012 Top Small Workplace in Atlanta by the Atlanta-Journal Constitution, and their marketing automation software is included in Dell’s Cloud Business Applications service. Things Founder David Cummings says were a whole lot easier to achieve thanks to Ripple’s managed IT support.t
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