Cygnet + Kaine Mathrick Tech: A true partnership removing the 'noise' around IT

Cygnet needed an IT partner they could rely on.  A partner that could confidently modernise their IT infrastructure for two businesses, and remove the burden of dealing with IT issues from the business owners.  An unforeseen advantage of the partnership was realised during the pandemic when teams had to pivot to a remote working model overnight.  KMT managed the process seamlessly and exceeded expectations.

Cygnet Leadership Team works with Kaine Mathrick Tech (KMT) for their Managed IT Services

“Before KMT, we found that IT was problematic. We now have no IT issues. Even for transitioning to remote working, we did not skip a beat,”


Jeremy Swan

“You know when IT is not working properly because staff get naggy about it. Our IT now runs smoothly. We are enjoying the silence, there is nothing negative about IT anymore. Staff arrive to work for the day and it just works.”


Jeremy Swan

Technology Services Used

  • kmt service iconSupport
  • kmt service iconStrategy
  • kmt service iconCloud
  • kmt service iconModern

Founded

2015

Head Office

Melbourne

Business

Accounting & Financial Planning

10

Hours a month

01

Office Relocation

01

Office365 Migrations

16

Remote working

The pandemic has changed the office landscape forever with teams working from anywhere. Technology has become critical for business survival.  As technology advances at a rapid pace, and like most SME businesses, Cygnets’ Principles needed to be focused on their expertise – Accounting not researching new technology solutions.  Cygnet found it hard to keep up, and rather than looking for a solution that would fit their purpose, they used band-aid fixes.  As a result, they were running different systems for each business unit and had outdated applications and systems that did not suit their requirements to be flexible enough to operate as a Modern Workplace.

For the past 6 years, Cygnet has been helping Australian businesses build strong, secure financial futures to meet their commercial and lifestyle goals.  The company and its principals are backed by decades of experience and personal care, and much like our team at KMT, they provide practical advice and solutions to free their clients to focus on the decisions that matter most.

With deep roots in the southern states of Australia, Cygnet has two offices located in Melbourne and Hobart.  They offer accounting and financial planning and recently merged the two businesses as one.

Jeremy Swan, Cygnets Director of Accounting had a clear vision of how to evolve the company to what it is today and have the ability to scale and service more customers.  However, to do this, they needed to address their technology as it was the one thing that was holding them back.

Jeremy commented, “Our IT as problematic, now we have no IT issues.  Our two businesses were operating out of different systems and immediately Kaine Mathrick Tech recommended that we standardise the technology and the platforms which improved our ability to collaborate and provided us with a robust solution that has longevity”

Cygnet needed a solution, their Directors were managing the IT, including all IT support for their staff.   It was taking many hours a week, which became a distraction and time spent away from being able to service their clients.  The team knew they needed to improve their IT systems and processes and the decision to outsource was made.  As a result, it was identified that a team of professionals was required to remove the responsibility of IT to KMT.   As a result, this would free up the Cygnet team to work on their business.

Jeremy comments “We literally went from dealing with all sorts of annoying IT issues to dealing with none.  Issues are stopped before they become a problem.  As a result, we have gained valuable days in the month back to be able to focus on the business.  For a business like ours – time is money”

The problem space

At the start, KMT was engaged to manage the IT support, backups, and proactively maintain infrastructure for Cygnet.  The resounding result was the ‘noise’ and complaints stopped around IT.  During the onboarding process, KMT recommended Cygnet make some improvements to standardise their IT environment which resulted in stable technology presenting less issues.

“We no longer experience negativity around IT, and this has an impact not only on how efficient our team is but also their attitude towards their job.  When IT does not work, all you hear is nagging, but when it does, you don’t hear a thing.” Jeremy continued.

The managed IT services meant that the management of users, IT systems, IT policies and procedures were taken care of.  In addition, the onboarding and offboarding of staff is managed by the team meaning Cygnet no longer has to worry about the status of any of these issues.

Cygnet was acutely aware that their antivirus, patches and backups were inconsistent across computers and often not compliant with best practices.  The maintenance of hardware and software was ad-hoc and overdue.  Since KMT took over the management of the technology and all systems, Jeremy and the other Directors are confident their business applications are current, backups are regular and properly managed, and maintenance and patching of software and applications is up to date.

Cygnet Accounting Jeremy Swan

Consolidation of two businesses onto one Microsoft Office 365 Tenancy

In 2019 Cygnet made the decision to merge their Financial Planning and Accounting business under the one banner.  They undertook a rebrand process however, their IT infrastructure still operated on different platforms.

Within a short period of time after onboarding, KMT identified that some of the team was still using Gmail which is inefficient and not secure.  They then made the proactive recommendation that Cygnet migrate to Office 365.

The decision was made to migrate the businesses to Office 365 tenancy which provided a more robust platform that provided a secure collaboration experience which enabled their teams to adapt to the new modern workplace requiring flexibility around working from anywhere.

Part of KMT’s appeal came from its experience with many migration projects.  They were experts in ensuring that the project as meticulously planned and managed ultimately making sure there was no downtime for staff and the data and emails were protected.

Managed IT Service provider for accountants in Melbourne

Office Move

Cygnet took advantage of the KMT Project Management services during their recent office move.  For Cygnet, the move was a large undertaking.

Jeremy said “There was so much to organise during the relocation process, from finding a location, negotiating leases, purchasing desks and office fit-out.   It was a big project for us.  But we knew we wouldn’t have to worry about anything related to the IT as we were confident that KMT had everything in hand.”

With any office move, there are many moving parts and the projects team at KMT owned the technology aspect.  “The one thing we knew was that we would not have to worry about IT.  We had complete confidence that KMT would get it right and they did”  Jeremy comments.

Many things needed organization. Servers and hardware had to be moved and new hardware had to be ordered.  The outcome of the project was no downtime for staff and KMT managed the entire project from start to finish.  Cygnet did not have to worry about a thing.  Everything ran smoothly.

Jeremy credits KMT with being a big help during their office move. He said, “Moving our office was a huge project for us.  The one thing we knew we would not have to worry about was the relocation of our IT.  We had the confidence that KMT would get it right and they did.”

Why KMT?

“We were looking for a partner we could trust, someone that we had confidence in they would not only deliver the right IT solutions but that we could work with,” Jeremy says.

Cygnet was looking for a partner and not just a service provider. From the first meeting, Cygnet understood that KMT would deliver the right solutions and great service.  However, they also believed they could trust them with their honesty and open style of communication.

“We liked them in the first meeting.  We were confident they would deliver the right IT solutions, but we wanted to know we could work with them as our IT partner and trust them to do the right thing.  From the beginning we liked what they were saying, they were upfront, honest and didn’t speak all geek talk to us.  We felt KMT was a good fit.”

The entire team at Cygnet enjoys working with KMT.  “They explain complex IT issues in plain language and explain what is needed for the business. The staff makes it particularly easy for the IT-challenged.”

Outsourcing our IT meant choosing the right people with the right experience

For Cygnet, what differentiated KMT from others was the people. They believed them to have made a huge difference. “There is an expectation that KMT understands technology – it’s a given that KMT will get the IT right.  They are very capable as an IT partner.  But it is the way the staff manage our issues,” said Jeremy. “Communication keeping us abreast of the progress of issue resolution, the regular account meetings and the personal approach of the team is what sets them apart.”

The structure of the team is a dedicated Account Manager.  The Account Manager meets with the business monthly to catch up on any issues and every quarter a Quarterly Strategic Review is held to discuss metrics, performance and an IT roadmap moving forward.  This process ensures alignment and creates a shared vision, providing clarity for the business and confidence their technology is growing with them.

For day-to-day technology issues, there is a Customer Experience Manager and a Customer Service Officer that triages all IT support inquiries for Cygnet making sure they are directed to the right IT support technician so the issue is resolved fast and with the right outcome.  Recently KMT evolved their IT Support Desk processes which will take our customer service to the next level.

“I call my Account manager for all of my larger account issues and have faith that he will get things done.  My Account Manager is my  Central point of contact for strategic, account or advice issues – rather than going to IT support which are really there to support our day-to-day IT technical issues,” Jeremy said.

Cygnet feels the conversations are easy, they are always able to get in touch with their Account Manager any time who works closely with the business to ensure their requirements are met.  “This is what sets KMT apart”  Cygnet representative comments.  “We have easy conversations with the right people at the right time and we know that our issues will be actioned and resolved quickly.  We are confident that all issues will be resolved within a reasonable time frame.” he said.

He went on to mention three words that describe the value proposition of KMT, “Approachable”, “Down to Earth” and “Efficient.”

“I call my Account manager for all of my larger account issues and have faith that he will get things done.  My Account Manager is my  Central point of contact for strategic, account or advice issues – rather than going to IT support which are really there to support our day to day IT technical issues,” Jeremy said.

Cygnet feel the conversations are easy, they are always able to get in touch with their Account Manager any time who works closely with the business to ensure their requirements are met.  “This is what sets KMT apart”  Cygnet representative comments.  “We have easy conversations with the right people at the right time and we know that our issues will be actioned and resolved quickly.  We are confident that all issues will be resolved within a reasonable time frame.” he said.

He went on to mention three words that describe the value proposition of KMT, “Approachable”, “Down to Earth” and “Efficient.”

So what impact has outsourcing IT made?

Today, Cygnet functions with confidence that their IT system is running smoothly in safe hands.   They are confident leaving KMT to manage all things IT and are focused towards their core competencies – accounting and financial planning and growing their business.

Jeremy believes that KMT has provided tremendous value in terms of “silencing the noise around IT”.    We believe it has saved us over 10 hours a month.

“KMT’s Communication is proactive, informative and clear.  If there are changes to anything related to my account, it is dealt with well in advance and I feel like they really are a true partner.”

Our IT solutions are business-centric

We will do what’s right for your businesses.  Just like technology, our teams are constantly innovating, looking for better, more efficient ways of doing things using the best technology solutions to enable your business to operate the way it needs to, and more importantly investing in solutions that give you longevity.  Quick fixes are not our thing.

Summary
Cygnet + Kaine Mathrick Tech:  A true partnership removing the 'noise' around IT
Article Name
Cygnet + Kaine Mathrick Tech: A true partnership removing the 'noise' around IT
Description
<p>Cygnet needed an IT partner they could rely on.  A partner that could confidently modernise their IT infrastructure for two businesses, and remove the burden of dealing with IT issues from the business owners.  An unforeseen advantage of the partnership was realised during the pandemic when teams had to pivot to a remote working model overnight.  KMT managed the process seamlessly and exceeded expectations.</p>
Author
Publisher Name
Kaine Mathrick Tech
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Summary
Cygnet + Kaine Mathrick Tech:  A true partnership removing the 'noise' around IT
Article Name
Cygnet + Kaine Mathrick Tech: A true partnership removing the 'noise' around IT
Description
<p>Cygnet needed an IT partner they could rely on.  A partner that could confidently modernise their IT infrastructure for two businesses, and remove the burden of dealing with IT issues from the business owners.  An unforeseen advantage of the partnership was realised during the pandemic when teams had to pivot to a remote working model overnight.  KMT managed the process seamlessly and exceeded expectations.</p>
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Publisher Name
Kaine Mathrick Tech
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