News

At R & G we pride ourselves on offering the best service and true partnership with our clients. Here are some comments from Belinda Edwards, Office Manager from Calibre Real Estate almost 12 months since making the transition to R & G Technologies Business Assurance Fixed Fee Support Agreement.

We could not be happier with the fantastic service we have received from the R&G Team since making the switch from our old IT “support” company.  Starting out as a husband and wife team and growing to a 2 office business with 13 employees in just over 18 months certainly gave us a few headaches in relation to managing our IT requirements.  We received no “service” from our previous IT company so the attention and commitment which the professional team at R&G has continually shown us since coming on board is certainly impressive – it makes us feel like we are getting value for money and support we can rely on.  I am sure the guys would agree that there have certainly been quite a few bridges to cross with getting our systems up to scratch!  R & G have always provided competitive and timely quotes, sensible and proactive solutions and never made us feel IT illiterate in the process!  The Technicians are all very helpful and friendly – R&G are simply a pleasure to deal with!

Belinda Edwards, Office Manager
Calibre Real Estate

R & G Technologies has beaten local Western Australian IT Providers to secure a 2 year contract with Wunan, a leading not for profit organisation which assists aboriginal development in the East Kimberly. R & G has won the contract to supply full Managed IT services to Wunan's 50+ staff across a number of geographic locations.

"After an extensive review process, we are extremely excited to start our partnership with Wunan" says Jason Neville, General Manager of R & G Technologies. "There were some challenges to overcome, such as the time differences and geographic location of our organisations. However with the advent of remote access technology, and regular scheduled onsite visits there is no reason why we cannot support their organisation and offer them a fantastic level of service".

R & G Technologies was invited to tender by a senior manager who recently moved to Wunan, and had positive experiences working with R & G Technologies at another company in Queensland. The selection process came down to the track record of the companies and service capability.

The following is feedback received after having worked as Richmond Fellowship of QLD's IT partner for the past 6 months, providing full Managed IT Services for their 100+ staff.

Richmond Fellowship Queensland is a not-for-profit, community based organisation that has been supporting people with mental illness since 1974. In recent years, our organisation has grown considerably and along with this growth came an increased reliance on effective IT resources.

Given the growing complexity of our IT infrastructure, it was determined that the most effective solution for us was to outsource this component of our operations. Having been with a previous high profile IT provider and not being satisfied with their level of service nor interest in the needs of our organisation, our criteria for engaging a new provider was simple; we needed a company that was:

ü  highly responsive,

ü  cost effective,

ü  professional yet personable,

ü  forward thinking, and

ü  focused on providing our organisation with the best support and advice.

Our decision was to engage R & G Technologies and; having worked with their team extensively on a number of projects, they have proven to not only fulfil our criteria but continue to exceed our expectations.

The team at R & G Technology provide us with timely, effective and friendly support and they are always willing to go that extra mile. Although our previous provider was a large, well known IT solutions company they simply did not deliver on the needs of our organisation. R & G Technologies display a commitment to ensuring quality IT services and since leaving our previous provider, internal complaints regarding unresolved IT issues have dropped to zero.

I thoroughly recommend R & G Technologies to any organisation seeking effective IT services and solutions.

Paul Trapp – Senior Business Support Officer

R & G Technologies has officially moved to new, larger premises in West End. Our office boasts 640m2 of space overlooking the Brisbane river, as well as a Network Operations Center and Recreation Room for our team to blow off steam.

If you are in the area, please do not hesitate to drop by for a coffee!

On behalf of the team at R & G Technologies we would love to welcome a few new clients that have come on board with us this month!

Welcome to:
Medland Dental
Railtech
Calibre Real Estate

All have had challenging relationships with previous IT Providers, and we look forward to changing this by delivering you "The R & G Experience".

Kind Regards,
Mimi.

R&G Technologies announces a partnership with the Richmond Fellowship, a leading not-for-profit provider of services for people with mental illness.

Richmond Fellowship had previously been using a top tier, publicly listed IT Outsourcer and had felt the frustrations of being a "small fish in a big pond".

"We were frustrated" says Chris Dougherty, Support Services Manager for RFQ. "We were recommended to one of the big players and really got treated as second class citizens. Response times were slow, simple tasks were drawn out and to top it all off we were getting charged a premium."
R & G was initially bought in as an independent consultant, trialed on a major infrastructure project and then engaged to provide a fully outsourced Managed Service. This included 24x7 monitoring of the systems which support RFQ's 100+ staff, as well as unlimited onsite and remote helpdesk.

RFQ were also able to remove the need for local IT staff which were being employed within the business. "It was another win-win for the customer" said Jason Neville, General Manager of R & G Technologies. "Not only were they getting a more proactive service, but it was half of their previous IT cost".

By utilising a combination of real-time monitoring and proactive tasks, R & G were able to greatly reduce IT Support Issues, in turn saving RFQ both time and money. "Since engaging R & G our IT has run smoother, and the focus has shifted from IT as a headache, to something we know is taken care by the experts. We can now focus on doing what we do best, helping Australians"

For the past month a few members of our team have been trialing the Windows 7 Beta Release and we are happy to report fantastic results so far! Windows 7 is Microsoft's answer to Vista, which was a flop with Businesses for its poor performance and buggy framework. We have generally continued to encourage our clients to stick with XP, as you get free downgrade rights on Vista Business anyway and it just is too clunky.

Windows 7 feels fast, light and more similar to Windows XP. There are a few changes to the feel of the desktop but after a few weeks you really start to enjoy them. One of these I find useful is a new grouping system on the toolbar with mini preview panes. Applications also seem to run a lot faster on 7.

Microsoft have not yet confirmed a formal release date for Windows 7. But stay tuned as so far it looks really great! :)

We are true believers that cloud computing is the way of the future. Having a server box sitting on-site is in most cases inefficient not only on a cost basis but also when it comes to availability, and it seems many businesses agree! Our Infrastructure as a Service (IaaS) platform continues to grow rapidly, with more businesses seeing the benefit of paying on a per user, per month basis for their IT.

In one particular instance a new client worked out the server maintenance alone on the equipment he was looking to purchase would be more than the IaaS charges!

We recently moved our Racks from Pipe Networks to Host Networks so we could have greater scalability and more space to accommodate the introduction of more servers and are planning to upgrade our SAN in the next week.

I would highly encourage anyone who is looking at replacing their infrastructure to consider IaaS as a cost effective, efficient alternative!

Read more: Infrastructure as a Service (IaaS)

Well folks it's that time of year again. Every quarter we perform a survey across all our clients which we call our "Customer Heartbeat". Results for this quarter were fantastic, as we converted more customers from "Would Refer if asked" to "Go out of my way to Refer (Customer Advocates)". Our mission is to have all of our customers as Advocates of our Business!

Our results were (out of 5, 3 = OK/Acceptable):

• Promptness: 3.8
• Attention to Detail: 4.2
• Helpfulness: 4.6
• Overall Satisfaction: 4.2

"Promptness" was down slightly from the previous quarter (4.3) due to increased workload from not only existing customers but a number of new customers, however we have recently brought on 2 new team members (1 into the Managed Services Division, and 1 into Business Services) which will ease the workload.

Many thanks to all our clients that took the time to do the survey, and we will see if we can improve the results further in the next Quarter!

Mimi :)