Case Study

How Talk Works Put the Right IT Foundations in Place for Growth

Talk Works

Overview

Talk Works was founded in 2014 by two psychologists who saw the need for employers to offer evidence-based mental health support to their staff. With clinics in Newcastle, Gateshead, Sunderland, Newton Aycliffe, Darlington and Stockton, its counsellors, CBT therapists and psychologists provide one-to-one therapy, training and expert advice to organisations across the North East and beyond.

The Challenge

Talk Works' IT had served the organisation well, but with demand for its services rising and ambitious growth plans ahead, the leadership team wanted to invest in the future.

As more staff joined, support requests increased and took longer to resolve. Talk Works wanted a local partner that could be on site quickly, was approachable and experienced, and was genuinely committed to helping it grow.

Our IT infrastructure is a major component of the organisation and is something that the business cannot function without.

Kathy Bevan, Managing Director, Talk Works

The Solution

We took the time to understand Talk Works' goals, then built a fully managed service around them.

Telephone, email, remote and on-site support from our dedicated helpdesk
Management of Microsoft 365, networking equipment, websites and security software
Access to our secure client portal, so any member of staff can log and track tickets in real time

Customer Feedback

I believe we have put the right foundations in place for our future plans. From day one I felt confident in Smart IT’s ability. Smart IT has given us peace of mind. Knowing our IT is taken care of allows the leadership team to focus on our roles and on developing the business further.

Kathy Bevan, Managing Director, Talk Works

The Result

Talk Works now has the IT foundations to support its growth. Staff log tickets directly, reducing the load on internal resources, and the leadership team has a single real-time view of every outstanding issue.

The portal allows us to monitor tickets, update tasks and then check statuses in real time. It provides a central place to review all outstanding IT issues, which gives useful insights to the organisation as we continue with our growth.

Kathy Bevan, Managing Director, Talk Works