KDB Mechanical: Providing an enhanced managed services experience

Summary

In the dynamic world of construction and engineering, KDB Mechanical has been a trailblazer, leaving an indelible mark on projects ranging from government facilities to commercial spaces. However, even the most successful enterprises encounter hurdles, and for KDB Mechanical, the challenge lay in their IT Managed Services Provider (MSP). Faced with delayed responses and unsatisfactory solutions, the leadership team sought a partner aligning with their vision, leading them to the transformative journey with R3.

Previously, KDB Mechanical grappled with an MSP that responded reactively rather than proactively addressing strategic needs. Complaints were a weekly norm until KDB Mechanical decided to seek an MSP that transcended the traditional service provider model. Enter R3, recommended by a trusted partner. Three standout features—R3’s superior Helpdesk, strategic insights that identified cost-saving opportunities, and a transparent billing system—immediately caught KDB Mechanical’s attention.

The transition to R3 was seamless, a refreshing change from the previous provider. Under Rob’s leadership, the R3 team not only met but exceeded expectations, ensuring a smooth handover that silenced the weekly complaints. Today, KDB Mechanical views R3 not merely as a service provider but as a strategic partner. With increased response times, future cost savings, improved cybersecurity, and a scalable IT environment, the KDB Mechanical-R3 collaboration stands as a testament to the power of a partnership that understands and addresses the unique needs of a thriving enterprise.

Results

• Increased Response Times: the R3 team is engaged and responsive with all issues big or small.
• Future Cost Savings: save KDB Mechanical on data-related expenses in 2022 and beyond.
• Improved Cybersecurity: the R3 strategy has provided increased transparency and safety
  measures to ensure that our data and our customer’s data remain safe.
• A Scalable Environment: the long-term effect of the strategic partnership with R3 is an IT infrastructure that has the bandwidth and flexibility to grow as the KDB Mechanical business grows.

The Client

KDB Mechanical is a full-service engineering and construction company with unparalleled experience in commercial, industrial, and government projects. The firm’s high-quality construction projects can be seen across the Washington, DC, Maryland, and Virginia region and its’ clients/projects include; The US Capitol Visitor Center, NIST, Marriott Hotels, the Howard County Court House, and many commercial spaces, data centers, schools, and airport projects/customers. KDB Mechanical has 500 office and field-based employees and is headquartered in Rockville, MD.

The Challenge

KDB Mechanical was faced with an IT managed services provider (MSP) that wasn’t addressing the unique strategic needs of the business. The leadership team at KDB Mechanical was receiving multiple complaints per week about delayed response times and unsatisfactory solutions. Additionally, the MSP was more reactionary, addressing needs as problems arose and not as a proactive partner in identifying problems or shortcomings and helping to find a solution that aligned with the KDB Mechanical strategic vision for the future.

Transition

The transition process was incredibly smooth. The R3 team worked with the previous MSP to develop a seamless transition process. When the switch was ready to be made the R3 team was actually ahead of schedule and we were able to make the transition from the previous MSP ahead of schedule.

The change in customer service was felt almost immediately. The KDB Mechanical leadership team had been dealing with 2-3 complaints per week regarding the previous MSP. Those complaints have been reduced to zero.

R3SOLUTION

KDB Mechanical set out to find an MSP provider that would act as an extension of their internal IT department. An MSP that would be a proactive strategic partner and not a “break-it, fix-it” vendor. After a lengthy RFP process across a large managed service portfolio, R3 was referred to KDB Mechanical by another partner.

KDB Mechanical identified three areas where the R3 proposal stood out from other managed services providers:

1. Solution Center Services

The Helpdesk model that R3 provided and the people supporting the KDB Mechanical team was simply superior to that of other MSPs. The team’s skill sets went far beyond what was expected and they demonstrated that they were the most knowledgeable Helpdesk Team that the KDB Mechanical team has worked with to date.

2. A True Strategic Partner

R3 identified a huge cost-savings opportunity for KDB Mechanical to move off of its on-prem data center and provided a strategy for moving to the cloud in a way that provided KDB Mechanical with additional data security and an opportunity for future cost savings. The R3 approach is something that is sustainable to the future and aligns well with the goals of the KDB Mechanical executive team.

3. Billing

here have been no surprises, which has been critical to forecasting and budgeting. R3 provided a price for managed services operations and it has stuck to it. R3 was also able to provide a flexible contract that allowed KDB Mechanical options to adjust the terms on a rolling basis as new needs arise.